Customer Service Management

Highlights of Expertise:

Project Time Management

Configuration Management

Resource Management

Asset Management

Relationship Management

Customer Service Management

IT Queue Management

Hardware/Software Asset Management

Technical Experience:

Strong analytical, assessment and problem solving skills with 3 years of experience in IT Asset Hardware/Software Management, including Asset Management procedures and concepts; IT Customer Service Delivery and IT Service Management, including procurement, workstation support and understanding hardware/software licensing/maintenance models. In addition to, 1 year of Apple Software and Operating System Customer Service experience.

Operating Systems: Windows 7-10/98/NT/2003/XP/Mountain Lion/Lion

Mobile IT Platform: IOS 7-8

Databases: SQL, MS Access

Software: Office 2000/XP/2003: MS Word, MS Excel, MS FrontPage, MS Project, MS Publisher, MS Outlook, Altiris 7.5, Symantec PC Anywhere, Symantec Antivirus, HP Service Center, ILog Software

Certifications and Training:

ITIL Foundations

Experience and training in Apple Software and Operating System management in which I obtained during several Apple Certification Classes.

Professional Experience:

IT Asset Management Analyst

Virginia State University Petersburg, VA 08/2013- Present

Perform IT Asset Management Life Cycle function duties including but not limited to installation, maintenance, surplus and disposals of Computer, Network, Mobile Devices and Server Hardware

Provide daily data input and analysis on system source data

Monitors and record software licensing and/or hardware maintenance agreements to ensure compliance with the Commonwealth’s IT Security Standards

Track and maintain copies of software licenses, warranties, maintenance agreements, and lease and vendor contracts to include contract expirations

Reconcile software repository w/ ISO Approval list on a semiannual basis

Perform scheduled Audits to insure IT Asset Management Compliance

Assist with leading Student Intern Knowledge transfer of ITAM Standard Operating Procedure

Records all Installs, Moves, Adds, and Changes (IMAC) in the database repository to ensure compliance with the IT Asset Management best practices

Serves as the Queue Manager for the IT Asset Management queue

Analyze and reconcile asset inventories and entitlements against discovery data, confirming assets are appropriately reported on network connection scans. Log, track and reallocate assets in the ITAM system through all stages of the asset lifecycle

Create service tickets to correct any asset discrepancies found through the reconciliation process and monitor the ticket status to ensure completion and close out

Develop update and maintain valid inventory processes and procedures.

Create and coordinate software and/or hardware inventory reporting in support of compliance, inventory management activities, utilization, and budgeting functions

Manage a team of 3-5 interns per semester, which consists of coordinating field tasks and creating service tickets then assigning them accordingly

Team Member

Wal-Mart Newport News, VA 02/2013- 08/2013

Stocked shelves, checked expiration dates, and utilized schematics to organized modular displays

Assisted customers by directing them to placement of goods, checked for back stocked products not on the shelf, and assisted with a sales decision

Tier 1 Technical Service Agent

TRG, Hampton, VA 08/2012 – 02/2013

Responsible for the care and maintenance of all Apple Products, this included troubleshooting customers issues

Assisted with product operation and software usability

Showed great customer support service to ensure that customers were well satisfied

Education:

B.S. Computer Information Technology, May 2012

Norfolk State University, Norfolk VA

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