Customer Service Technical Support
Resume:
Edna Marie Davis
Bellflower California 90706
*************@*****.***
Education
High School graduate, 1980. Directly after HS. Attended a preparatory program for military training; courses of study: Advance in law enforcement and basic military training for 8 Months. Continued studies; online courses with MY SKILL SOURCE. Certification, MS Office/Word/Excel/ PowerPoint, and Access. MCSA. Further education, attended El Camino College and received an Associate’s Degree of Computer Information Systems. Servsafe Food Protection Manager Certification, California Food Handler Card.
Positions Held
11/01/2012-Present US Foods Tempe, AZ IT Client Associate
Drive all aspects of Incident Management across the IT Infrastructure. Interacts with the appropriate technical and professional services personnel in order to resolve ongoing problems. Establishes and enforces service level agreements (SLA's) in consultation with end users to establish incident resolution expectations and timeframes. Understands Service Desk activities and documented resolutions and is able to identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Escalates problems to higher level technical support professionals when necessary. Works in a team setting, sharing information with others when necessary. Adheres to and implements policies, methods, and procedures for the effective management and control of the Service Desk function. Utilizes company resources to increase knowledge in the organization's custom business applications, processes, software and technologies used. Adheres to and implements policies, methods, and procedures for the effective management and control of the Service Desk function. Monitors and test fixes to ensure problems have been adequately resolved. Access knowledge data base and frequently asked questions resources to aid in problem resolution. Maintains current and highest level of technical skill in field of expertise as well as utilize company resources to increase knowledge in the organization's custom business applications, processes, software and technologies used. Identifies and creates written documentation of opportunities for IT software/process/training improvements within one or more major application area.
04/07/2002-10/20/2012 LAUSD Los Angeles, CA IT Customer Support Rep
Provided first-level technical support to schools and office personnel.
Resolved software and hardware Issues; coordinates the repair, replacement and maintenance of electronic or computer equipment and related information technologies; diagnose problems and researched solutions; and use diplomacy and interpersonal skills to extract pertinent information and assist callers. Implement new and upgraded infrastructure systems. Installation and repair of hardware, software, and peripheral equipment; remotely assist and troubleshooting software and hardware issues. Resolve issues using information technology methods; conduct feasibility studies; analysis and support of multifunction office systems; provided information center services and information technology system services; develop information processing standards and procedures. Focused on execution of process for improvements and design initiatives, aimed at improving customer service, reducing cost, and creating capacity. Provided concepts and business case proposals to client groups for decision-making. Develop SQL queries and reports to analyze Help Desk System efficiencies. Ran diagnostics for Radio equipments and tested, troubleshoot problems to determine the cause of and help resolve issues. Resolve issues concerning Local Area Networks (LAN), and Wide Area Networks (WAN). Resolved network communication problems to ensure user’s access, Installed, operated and maintained network services, routers, concentrators, hubs, switches, modems and other network devices following technical plans. Demonstrated extensive abilities as a team leader that includes leading teams to generate a vision; establish direction and motivate members; created an atmosphere of trust, leverage diverse views; coached staff; encouraged improvement and innovation; created a positive environment by monitoring workloads of the team while meeting personnel/customers expectations.
06/15/1993-03/07/2002 Catering Company Los Angeles, CA Assistant Manager
Combined strategic planning, shift pattern organization and day-to-day management activities. Responsibilities included the welfare of business performance, as well as maintaining high standards of food, service, and health and safety issues. Ensured that the facility operated deficiently and profitably while maintaining the reputation and ethos.
Analyzed and planned restaurant sales levels and profitability; supervised and coordinate 12 employees.
Organize marketing activities, such as promotional events and discount schemes;
Prepared reports at the end of the shift/week, including staff control, food control and sales; created and executed plans for department sales, profit and staff development; procurement background with knowledge of cost & price analysis techniques. Set budgets and Inventory. Planned and coordinate menus. Duties also included supply-chain management and distribution management to ensure the cost-effective purchasing decisions, assist with calculating optimum re-order levels for specific inventory items, ensured the items are shipped from supplier to receiving. Provided mileage cost data for traveling to and from specific locations, and determined/calculated the total cost of purchase.
06/03/1985-05/12/1993 TeleRep Inc, Los Angeles, CA, Executive Sales Assistant
Worked closely with several Sales Executives to actively support their customers and drive sales performance through regular scheduled contact and suggestive, persuasive selling.
Resolved customer and Sales Executives questions in a timely manner, typically face-to face, by phone, email. Respond to price information queries, ensuring accuracy and timeliness.
Obtained quotes from the Television stations and Advertising Agencies for the Sales Executives in order to promote airtime available.
Developed and maintained complex spreadsheets and database. Corresponded with over 1500 Advertising Agency and worked closely with over 3000 Television Station for the purpose of airtime availability, and the resolving of discrepancies of incorrect timing of commercial airings. Prepared invoices, reports, memos, letters, financial statements and other documents.
Maintained various statistical records for assigned component; maintained complex general and confidential files. Produced information by transcribing, formatting, inputting, editing, retrieving, copying and transmitting text, data and graphics. Maintain appointments schedules; maintain meeting schedules, conferences and travel. Maintain office supply inventory by checking stock to determine inventory level.
Supervised staff of 12, trained, guided and assisted, assigned projects to clerical staff; followed up on results. Contributed to team effort by accomplishing related results as needed.
Skills
Knowledge of Oracle Customer Care and Billing Software System. Familiar with Windows Server. Scripting experience, such as vbs, a plus. Experience integrating large enterprise systems. Experience with RDBMS and SQL. Knowledge of supporting Application Servers, Web Servers (IIS, Apache, etc.), Web Services, XML, HTML, and Networking protocols (TCP/IP, SSL, etc.). Knowledgeable of the following: Microsoft Server 2003, 2008, 2011), Microsoft Exchange 2003, 2007, 2010, Tandem, IBM zOS, AS400, HP/UX, Linux or Windows,
SPOOLCOM, RMS, SQLCI, RIPE, Pathcom, Net backup, Open View, ORACLE SQL, CONTROL-M, JCL, BCOM, TACL, HPSM, Robot, Microsoft Office products
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