Sheena Dukes

Clarksville, TN *****

ad4odm@r.postjobfree.com

+1-931-***-****

Customer service professional with strong ability to multi-task, prioritize, and manage time effectively. Being able to offer ability to handle high volume calls, active listening skills, and proven ability to resolve customer complaints in a professional manner. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Service Desk Technician

Asurion - Nashville, TN

April 2022 to September 2022

• Provide daily network status reports to the operations team.

• Create monthly metrics and reporting of service desk tickets.

• Provide direction on IT support issues, and keep appropriate staff informed of issues or concerns.

• Receive, manage and help to resolve online, chat and phone initiated technical issues and inquiries.

• Escalate issues to appropriate teams as necessary.

• Troubleshoot independently and resolve certain levels of IT support issues.

• Develop standard operating processes and procedures to promotes consistency.

• Receive, prioritize, document and actively resolve end user help requests and Incidents.

• Analyze IT incident reports and service requests to identify trends.

• Advanced computer literacy skills.

• Ability to adapt to a range of operating systems.

• ServiceNow Verint Oracle Cisco

LNP Analyst

CBE Companies - Clarksville, TN

October 2021 to January 2022

providing excellent customer service on the phone to the consumer. Inbound and Outbound calls and using effective relationship building skills to partner with the customer and help problem solve to complete ports. navigate multiple systems during these phone calls while functioning efficiently on the computer. protecting the client’s brand reputation and creating a positive customer experience.Oracle and Cisco VZW systems

Accounts Payable Specialist

US Tech Solutions - Nashville, TN

March 2021 to October 2021

• Codes such items as invoices, vouchers, expense reports, check requests, etc., with correct codes conforming to standard procedures to ensure proper entry into the financial system.

• Handles all vendor correspondence via phone or email

• Prepares non-inventory purchase order requisitions.

• Attaches the corresponding purchase orders to incoming invoices with all supporting documentation.

• Investigates and resolves problems associated with processing of invoices and purchase orders.

• Prepares batch check runs, wire transfers, and ACH transactions.

• Assists with monthly status reports, and monthly closings.

• Reconciles various accounts by identifying errors in posting or omissions by applying appropriate accounting standards.

• Process remittance information from checks, drafts and wire transfers for invoices provided by vendors, reviewing instructions accompanying items to determine proper disposition and crediting accounts in accordance with standard procedures.

• Receives, researches and resolves a variety of routine internal and external inquiries concerning account status, including communicating the resolution of discrepancies to appropriate persons.

• Files, maintains, and distributes accounting documents, records and reports. Customer Care Representative-Work From Home

CVS Health - Nashville, TN

September 2018 to March 2021

• Answering questions about products and services.

• Processing orders and transactions.

• Resolving issues and troubleshooting technical problems.

• Delivering information about a company's offerings.

• Providing proactive customer outreach.

• Handling customer complaints.

• Collecting and analyzing customer feedback.

• VMware Oracle Cisco

Administrative Support Specialist

U.S. Census Bureau - Irving, TX

January 2018 to September 2018

• Proficient in Microsoft Office

• Maintained all files, schedules, etc.

• Composed correspondence

• Scheduled appointments

• Directed phone calls

• Managed incoming and outgoing mail

• Produced Annual reports

• Provided administrative support for US Census Bureau

• Managed day-to-day operations of HR

• Handled phones and faxes

• Monitored office supplies

• Responded to emails/faxes

• Handled travel orders and travel vouchers

• General clerical support duties including filing, faxing, scheduling, and placing orders

• Ordered and distributed work orders

• Managed and monitored payroll

• Coordinated accounts receivable and reports

• Prepared expense reports

• Input invoices into Quickbooks

• Managed and monitored payroll

IT Support Specialist

Quality Personnel/Valiant Integrated Services - Hopkinsville, KY October 2017 to November 2017

• Maintaining the company's computer services and equipment.

• Troubleshooting to detect and solve technical problems, installing or updating required hardware and software and recommending computer products or equipment to improve company productivity. Collections Associate/Cash Applications/Accounts Payable CBS Radio - Nashville, TN

October 2016 to April 2017

• Ensure all customer invoices are paid within terms

• Maintain excellent records of collection activity

• Ensure all partially paid invoices are cleared by further payment or billing adjustment

• Track and clear any and all unapplied cash

• Weekly review with Supervisor of all overdue accounts

• Maintain good working relationships with customer contacts

• Review all invoices for appropriate documentation and approval prior to payment

• Sort and distribute incoming mail

• Process 3 way P.O. matching invoices, up to 100 plus line items

• Prioritize invoices according to cash discount potential and payment terms

• Process check requests

• Audit and process credit card bills

• Match invoices to checks, obtain all signatures for checks and distribute checks accordingly 1099 maintenance

• Respond to all vendor inquiries

• Reconcile vendor statements, research and correct discrepancies

• Assist in month end closing

• Ensure compliance with the published policies and procedures Help Desk Technician

ASMResearch - Arlington, TX

April 2016 to August 2016

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

• Respond to queries either in person or over the phone.

• Write training manuals.

• Train computer users.

• Maintain daily performance of computer systems.

• Respond to email messages for customers seeking help.

• Ask questions to determine nature of problem.

• Walk customer through problem-solving process.

• Install, modify, and repair computer hardware and software.

• Run diagnostic programs to resolve problems.

• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Install computer peripherals for users.

• Follow up with customers to ensure issue has been resolved.

• Gain feedback from customers about computer usage.

• Run reports to determine malfunctions that continue to occur.

• Performs administrative work and data entry

• Scanned paperwork and emailed to recipients

• Oracle Cisco systems VMware

Senior Associate

Computer Sciences Corporation - Nashville, TN

October 2015 to April 2016

• Answers telephones and responds to moderately complex customer questions and/or forwards call to appropriate personnel.

• Researches customer inquiries and responds to appropriate parties in a timely manner.

• Records calls, processes requests and updates account history with results of inquiry to include proper documentation.

• Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.

• Performs data entry and matches documents to appropriate accounts to verify up to date and accurate information.

• Interfaces with team personnel, management, and customers in reference to customer service issues.

• Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.

• Recommended and reviewed modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

• Scans and faxes proper paperwork

IT Intern

North Central Institute - Clarksville, TN

September 2014 to December 2014

Help handle helpdesk using (Spiceworks), troubleshooting and repair computer hardware and network, add/update software, inventory and management of companies hardware Part-time Packaging Support

Continental Mills - Hopkinsville, KY

June 2012 to February 2014

Responsible for supporting all areas of production involved with packaging dry food products according to customer and company specifications, packing, trucking, stacking, counting, wrapping, weighing, cleaning, operating machinery on a rotating basis. Education

B.S. in Business Management-B.S

Daymar College - Clarksville, TN

September 2016 to December 2020

Associate in Network Support Administration-Engineering Daymar Institute - Clarksville, TN, US

June 2012 to April 2015

Skills

• Active Directory (5 years)

• Computer Hardware (5 years)

• Help Desk

• IT Support (5 years)

• Network Support

• Computer Networking (5 years)

• Microsoft Windows (10+ years)

• Microsoft Windows Server (5 years)

• Operating Systems (5 years)

• Microsoft Excel (5 years)

• Microsoft Word (10+ years)

• Microsoft Powerpoint (5 years)

• Microsoft Outlook (10+ years)

• LAN

• DNS (2 years)

• Software Troubleshooting (2 years)

• VPN

• Information Security

• Benefits administration

• Customer service

• Typing

• Microsoft Office

• Leadership

• Administrative experience

• English

• Contracts

• Front desk

• Mentoring

• Proofreading

• SharePoint

• WordPress

• Calendar management

• Analysis skills

• Customer support

• AS400

• Oracle

• Medicare

• Insurance verification

• Supervising experience

• Military

• Documentation review

• Phone triage

• Microsoft Dynamics GP

• Google Docs

• Zendesk

• Host/hostess experience

• Communication skills

• iOS

• ServiceNow

• AS9100

• CRM software

• Order fulfillment

• Office experience

• ERP systems

• SaaS

• Marketing

• Learning technology

• IT service management

• Live chat

• Data collection

• Databases

• VMWare

• SCCM

• Azure

• VoIP

• Yardi

• Continuous improvement

• Negotiation

• Microsoft Access

• Document management

• IT

• Software development

• Jira

• English

• Expert

Certifications and Licenses

ITIL Certification

Contact this candidate