Customer Service Technical Support

Suzanne L. Hunter

*** **** **.

New Braunfels, TX 78130

Email: ******@****.**.***

Phone: 830-***-****

Profile

A highly dedicated and energetic person who thrives in pressure situations and can be counted on when the going gets tough. Skilled in laptops, desktops, servers, and other related systems. Takes pride in providing creative direction and out-of-the-box thinking. Fosters a lively and professional work environment and values commitment to excellence, innovation, and customer service. I took time off from my career to care for family members and to further my education.

Objective

To utilize the skills, I have attained in the Customer Service/Technical Support industry over the last thriteen years to obtain a full-time position that will challenge and assist me in acquiring further knowledge of the industry.

Technical Skills

• Operating Systems - Windows 10, Windows 11. Windows Server 2008/2016, Apple devices

• Protocols - TCP/IP, DNS, DHCP, SMTP, POP3, RIP, OSPF, NAT, EIGRP BGP, IS-IS

• Hardware - Intel, AMD, Western Digital, and Seagate hard drives, Dell, HP, Apple, Cisco routers

and switches, printers, projectors, CPU, and motherboards.

• Software -Outlook 2000/ 2003/ 2007/2010/2016/Office 365, MS Teams, Loopback, Zoom, Putty, Active Directory, Quest, Open Directory, MS Excel, Word, PowerPoint, Entourage, Adobe, Flash Player, Adobe Reader, Cisco Polycom

java updates, group policy, Cisco Meraki, and Citrix Endpoint Manager.

Ticketing Systems - Clientele, Remedy, ResolveIT, Footprints, SRT, Slack, and Service Now

• Security - McAfee, Symantec, Trend Micro, SafeWord, and RSA tokens

• Wireless - Familiar with setup and wireless troubleshooting in both Windows and MAC.

• Remote Software - WebEx, Bomgar, GoToAssist, PCAnywhere, Remote Desktop, Remote Assistance

• Imaging Tools –Ghost, Deploy Studio, Altiris Deployment Console, SCCM, KACE, WSUS, Media Creation Tool, and LANDesks 9.0/9.5.

Education:

Southern Methodist University

Bobby B. Lyle School of Engineering Dallas, TX

Master of Science Network Engineering

Minor Cloud Engineering

Expected graduation date: Spring 2025

GPA:3.54

University of Phoenix (Online) Tempe, AZ

Bachelor of Science in Information Technology

Graduated 08/29/2019

GPA: 3.76

North Seattle Community College Seattle, WA

Certificate for Network Administration

Graduated 06/15/2001.

GPA: 3.33

Honors:

National Society of Collegiate Scholars

Epsilon Pi Tau

Extra-Curricular Activities

STEM Program

Million Women’s Mentor Program with IT Director of IT for PepsiCo.

Native American Student Council

Selected as a finalist for graduating class speaker.

Certifications:

•Installing, Configuring, and Administering Windows Server 2003

•Installing, Configuring, and Administering Windows XP

Advanced Networking Certificate (Undergraduate)

Cisco Networking Certificate (Undergraduate)

Employment

05/22/2023 – 07/02/2023 (Contract)– Brighton Centers – PC Consultant-San Antonio, TX

Image over 100 computers for rollout.

Installed new computers.

Assisted end users with troubleshooting.

Warranted Out laptops.

Reimage older laptops for resell.

Created technical documents for end users to assist them in setting up new computers.

Duties assigned by supervisor.

01/31/2022 – 05/14/2022 – Charter Communications – Technical Support Specialist – San Antonio, TX

Assisted field techs in provisioning modems and routers.

Documented all calls in Salesforce.

Route issues to the appropriate team.

Assisted in supporting video, audio, and data service installation.

Troubleshoot issues using Tech Mobile to assess the situation.

Provided follow-up resolution.

01/2021-10/27/2021 – Penfed Credit Union – Member Service Representative -San Antonio, TX – Work from Home

Replacing lost or stolen debit/credit cards.

Checking balances for members.

Performing ACH transfers wire transfers and official check requests.

Ordering checks for members through a third party.

Troubleshoot online and mobile banking issues.

Routing issues to the appropriate team.

Document calls in Salesforce, Penguin, and Evolve.

Verifying members by Multi-Factor Authentication (One-Time Password)

Duties as assigned by supervisor.

10/2018 –09/2020 - TaskUs– Portal Technical Support/Newsfeed - New Braunfels, TX

Troubleshoot wireless connectivity for Portal and Portal+.

Process returns, escalations, and refunds for Portal products.

Troubleshoot video and audio issues.

Process all requests via chat, email, or phone.

Participate in Power Hour

Earned award for Meaningful Moments

Recognized for Exercising Emotional Intelligence.

Assist customers in setting up Portal.

.4/2016-12/2017 - University Health System –Help Desk Support Specialist –San Antonio, TX

Troubleshooting and resolving issues for University Health System applications

Assisting users in setting up emails on iPhone and Android mobile devices.

Troubleshooting issues that arise on iPads.

Troubleshooting network connectivity issues.

Troubleshooting Microsoft Office Suites 2003/2007/2010.

Assisting users with setting up Citrix Remote Access for Mac and Windows 7/10.

Experienced in setting up projectors and audio equipment.

Proficient with interaction with University Health System employees.

Reset passwords, unlocked accounts, and set up users in Active Directory

Assisted user’s VPN issues.

Earned a Silver award for support for a major medical application.

Route issues to the appropriate team, as needed.

02/2011 – 03/2014 - Comal ISD- Technical Support Specialist-New Braunfels, TX

Identify, isolate, and repair computer equipment showing wear and tear, as well as preventative maintenance on HP desktops, laptops, and MAC systems.

Troubleshoot and resolve some issues on Cisco VOIP phones.

Troubleshooting Microsoft Office Suites 2003/2007/2010/365.

Resolved network connection issues on Cisco routers and switches.

Upgraded over 600 from Windows XP to Windows 7 via Altiris.

Imaged systems in an IT Enterprise environment

Assigned three schools and ensured care of projectors, smart boards, and all hardware.

100% touch maintenance on all equipment

Responsible for asset management in all three assigned schools and the district.

11/2003 – 02/2011 Dell, Inc. Enterprise/Client-Technical Support Round Rock, TX

Provide technical support to commercial customers via Phone and Remote Desktop Support.

Resolve RAID issues for RAID 0, 1, and 5.

Resolve software and hardware issues for Dell PowerEdge servers.

Maintain Case management and follow-up to ensure the quality of work.

Answer client computer questions and provide solutions.

Earned recognition for Employee of the Month for both technical and customer service.

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