Technical Support Customer Service

Nana Oulare 770-***-****

**** ******* *****, ******** ** 30548 • **********@*****.***

SUMMARY OF QUALIFICATIONS

Multilingual (French, Italian, English) and basic language skills in Spanish and German

Customer Service Professional with 10+ years of experience

Experienced in high-volume Remote Technical Support

Proficient in the use of various software packages

Trained in Cyber Security, Cloud, Networking, Router, Switches

Skilled in organizing complex projects, defining project priorities, and delegating tasks Experienced in high-volume Remote Technical Support.

Microsoft SharePoint

Proficient in Linux System Administration and Windows Server 2008

10 BASE T, Microsoft Access

Linux distributions - shells, configuration, daemons, firewalls, processes/signals, package managers

HTML, DHTML, Java Script, VBScript, Ksh, Bash, CSS, PHP, Perl CGI, MySQL, Oracle, Python

APIs and data transport and serialization formats – SOAP, SMLRPC, REST, XML

Administration of Solaris 10, Redhat/CentOS and Debian/Ubuntu Operating Systems

IP Address Management and Ethernet Services

Virtualization technologies KVM, VMWare, OpenStack Architecture

Applications capable of massaging data from one format to another

Ticketing system management

PROFESSIONAL EXPERIENCE

US Census Bureau Atlanta, GA 2019 to 2020

Field Supervisor: Served as a leading source of quality data about foundations, conducts visits and contacting them over the phone to surveys residents’, Organizations, homeless shelter, group homes for enumeration. Collecting Information and Federal Register Notices. Supervised more than eight employees while on the field, reviewing their time sheet for approval. Meeting daily with enumerators for team performances and collaboration for success.

Diamond Factory Films Production Atlanta, GA 2014 to 2018

Business Coordinator: Technically provides support and organize administrative functions for purchasing, billing, reporting and filling, Organized team members and handling logistics required for running the company. Handling employees’ functions in a business organization and a channeled information between various departments, also responsible for coordinating their activities a day-to-day basis for the growth of the company.

ITT Technical Institute Duluth, GA 2014 to 2016

Project Manager (Special Project), Analytical and conceptual expertise, planning, documentation, analysis and business management techniques, performed object-oriented analysis, evaluating of profit and risk. Testing, verification and validation techniques. Creation of the Business Requirements Document, administrative and reporting, planning business strategy, develop cases and engineering process. Managed customer relationship and organizational integrity. Resolved issues, managed, tracked and solved problems with the ticketing system.

Custom Software Development

Database Design (RDBMS)

Systems Engineering

System Migrations/Integrations

Enterprise-wide Implementations

Requirements Analysis

ROI Analysis

Costing & Budgeting

Project Scheduling

Testing/QA/Rollout/Support

Cross-Functional Supervision

Team Building & Mentoring

Client Relations & Presentations

Business & IT Planning

Vendor Management

TeleTech Corporation Atlanta, GA 2010 to 2012

Remote Technical Support Representative

Provided technical support to Western Union clients globally

Worked with Cisco and AS400 systems, VMware, Clouds, Router and Switches

Performed troubleshooting and repairing of technical issues in a timely manner

Phone, voicemail, email and network; Administers and maintains the office email, Data back-up and installation of new software.

Luxury Demand LLC Atlanta, GA 2009 to 2011

Sales and Marketing

Conducted economic and commercial surveys to identify markets for products and services

Identified, developed, and evaluated marketing/pricing strategies

Analyzed business developments, monitored market trends and analyzed market research studies

Utilized sales forecasting and strategic planning to ensure sales and profitability

First Start Quality Investment LLC Grayson, GA 2005 to 2009

Owner

Executed daily operations of property sales, rentals, and contracts

Reviewed plans for new construction with clients and coordinated property closings

Supervised 24 employees

Good Quest Financial Norcross, GA 2004 to 2006

Loan Processor

Processed application information for mortgage loans

Contacted credit bureaus and employers to verify accuracy of information

Notified supervisor of discrepancies

Processed and submitted mortgage loan application files for underwriting approval

Submitted approved mortgage loan files to mortgage loan closers

EDUCATIONAL BACKGROUND

ITT Technical Institute – Duluth, GA

AS in Information Technology - Network Systems Administration - 2015

(3.67 GPA and member of Honor Roll Society)

Florida State University – Tallahassee, Florida

AA Business Administration - 1997

University of Gamal Abdel Nasser – Conakry, Guinea

BA International and Social Studies - French and English - 1992

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