Customer Service Call Center

Shannon Louise Gudger-Garland

865-***-**** ************@*****.***

PROFILE

Graduate from an NSA designated Center of Academic Excellence with a bachelor’s degree Network Security and Forensics with combined experience in technical support and troubleshooting as well as call center/customer service to include exceptional capabilities with Microsoft and Virtualization

EDUCATION

Fountainhead College of Technology, Knoxville TN

Bachelor of Applied Science in Network Security and Forensics Graduated 08/2017

ITT Technical Institute, Knoxville TN - Studied Cyberspace & Internet Security in 09/2015

Walters State Community College, Morristown TN

Associate of Science Computer and Information Science Graduated 05/2002

Associate of Applied Science Computer Science Graduated 12/2002

TECHNICAL SUMMARY

Operating System Support, Network Connectivity, PC Troubleshooting, Hard Drive Imaging and Recovery

Platforms: Linux Operating Systems, Ubuntu, LinuxMint, OpenSUSE 11 and 11 Server

Windows OS: 7, Vista, XP, Microsoft Server 2008 and Exchange Server 2008

Network: FTP/VPN, Network Printers, Wireless & Wired Routers, Stand Alone WAP Systems

Software: Citrix, Vmware, Microsoft Office (Word, Excel, Outlook, PowerPoint, Website design & IIS)

Hardware: Cisco Routers, Installing memory, Screens on laptops, and peripherals

Ticketing & Scripting; administer Microsoft Active Directory and configure Microsoft network Infrastructure

Identify & implement security controls to protect information assets from natural, environmental, and human threats

Risk Assessment methodology to include perimeter access control and monitoring techniques

EMPLOYMENT

General Dynamics Information Technology, Barbonville, KY April 2019-February2024

Department of Veterans Affairs

System Support Specialist-- VA ESDMS Agent Enterprise Command Operations (ECO) IT Operations and Services (ITOPS), Office of Information and Technology (OIT) Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

Continued

Shannon Louise Gudger-Garland

865-***-**** ************@*****.***

Barrister Global Services Network Hammond, LA Oct 2018-April 2019

Independent Contractor (Traveling Technician) 15-20 min (jam removals) for a Kiosk vending machine that is growing e-stores for Best-Buy, CVS, Pokémon, and Proactive. Replenish these kiosks in retail centers, airports, military bases and primarily malls dedicate to (Morristown TN), also maintain machine general maintenance, replenishment of stores, repair of computers and printers.

Mobile Phone Concierge, MarketSource, Morristown, TN Aug 2018-April 2019

Provide Support for TracFone mobile devices configuration to establishing network connectivity.

Facilitates mobile devices to discover network-based services available in a local network or services that are enabled through service providers.

Provide support for client to assist with proper mobile solution based on the client’s mobile needs.

Cashier/Prep; Bojangles, Morristown TN July 2017 – Feb 2018

Cashier/Prep; Hardees, Morristown TN Oct 2016 – July 2017

Completing Bachelor’s Degree

Assistant Residential Program Coordinator/Team Leader Oct 2012 – Jan 2015

Sunrise Community of TN, Greeneville TN

Manage approximately 40 Direct Care Staff and Schedules

Provide Support to both individuals and staff to achieve consistent quality care for residents

Monitor homes for state compliance; Managed call outs and work schedules to minimize overtime

Customer Service Management June 2009 – Aug 2011

HI-TECH Energy Solutions, Silsbee TX

Manage home based customer call center

Create call center procedures with Upper Management and developed software filing systems

Experience in Customer Service, Technical Support, Trouble Shooting, Retail and Order line duties

Implement changes in processes to handle new products/programs; Handled in/outbound calls, email distributors and customers

Customer Service/Technical Support Feb 2005 – Jun 2009

EcoQuest International/activTek, Greeneville TN

Coordinate commercial business projects and processes; Provided technical support to the field

Coordination of national account activity between business owners and corporate office

Monitor and track performance of the commercial division; assisted with development of commercial procedures

Work with team to develop tools for monitoring and evaluating commercial activity

Direct Residential Care Aug 1995 – May 2000

Greene Development Center, Greeneville TN

Administer direct care for facility clients

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