Technical Support Information Technology

SUMMARY

**+ years of Technical Support, ** years of Information Technology experience

Background working in Commercial Software, Financial Services, Consulting/Professional Services, Manufacturing, Government, Marketing

Selected Achievements

Created a training manual for a newly created position with American Credit Acceptance and trained successor

Selected as 1 of 18 team members for a project with Verizon to assist escalated calls.

Awarded ‘Departmental Employee of the Year 2005’ for all South Carolina Verizon retail stores

Consistently received verbal and written customer commendations as well as scored several perfect 10 after call surveys during my 9-year career with Verizon

FUNCTIONAL EXPERTISE

Monitoring

Communication

Operations Analysis

Equipment Maintenance

Wireless Network Configuration

Asset Management

HR Support

PC Support

TECHNICAL SKILLS

Applications/Operating Systems:

Windows XP – 10

Windows Server

Microsoft Office 2010-2016

Word

Excel

PowerPoint

Access

Office 365

Ticketing Systems:

JIRA

Remedy

ServiceNow

Dell KACE

Mobile Device Operating Systems:

Android

IOS

Blackberry

Collaboration/Project Management:

Microsoft Teams

Zoom

Skype

Confluence

Concur

SmartTrack

Commercial Off the Shelf Systems:

SAP, SRM

PC Imaging Software:

Acronis, MDT, SCCM

PROFESSIONAL EXPERIENCE

1st Responders – Spartanburg, SC (Part time) 5/2023-Present

Respite and PCA (Caretaker)

Primary Tasks:

o Provide in home care for those with special needs that require adult supervision

o Carry out duties as needed and instructed by the guardian.

BMW – Greenville, SC Contract 4/2019 to 5/2023

Support Specialist for departments of IT and Corporate Communications (same role in both departments)

Primary Tasks:

o Department’s Requisitioner and monitors PO statuses leading to invoicing

o Department’s Onboarding Coordinator whereas assists managers with general

processes of gathering information for new hires and transfers which involves

communicating with the Department’s managers for reporting access needed in terms

of systems, software and hardware; some of the requests are carried by the Onboarding

Coordinator and others with the Managers. A checklist is used for this process

Technical Administrative Support to Department Managers, Operational Team Leads providing

support through the BMW Procurement Process, which includes Asset Control Management,

Equipment Tagging as Applicable for IT

Hardware, Accessories and Software/Local License Management

Coordinates team moves and relocations with SmithDrayLine

Travel & Expenses Reporting from booking and scheduling to entries into Concur

Assists with department training & reporting; ensuring all required training and

monthly targets are communicated to associates and reported to managers

Ensures all tasks and requests are carried out professionally and precisely

Michelin – Greenville, SC (Contract) 7/2018 to 4/2019

Technical Team Lead

Primary Tasks:

oIdentifies and resolves software and hardware issues

oProvides exceptional support to end users during retail Tech Zone hours from 11a-2pm

oSupport desktops, laptops, printers, mobile phones and tablets

oImages desktops and laptops while ensuring accuracy and availability of inventory

oLead with monitoring and assigning tickets in Service Now ticketing system

oEnsures all tasks and requests are carried out professionally and precisely

oProvide reports on tickets depending upon SLA’s (Service Level Agreements)

oCreate and provide technical documentation to our fellow technical peers

Denny's – Spartanburg, SC 3/2017 to 7/2018

Desktop Support Analyst

Primary Tasks:

oUpon notification from Human Resources, assists with general processes of gathering

information for each employee by department, reporting supervisor and access needs

in terms of systems, software and hardware

Creates and deactivate user accounts and profiles for new hires, transfers and

terminations

Identifies and resolved software and hardware issues

Provides exceptional support to end users

Support desktops, laptops, printers, mobile phones and tablets

Images desktops and laptops while ensuring accuracy and availability of inventory

American Credit Acceptance – Spartanburg, SC 4/2011 to 3/2017

IT Support Specialist

Primary Tasks:

oCreated and deactivated user accounts and profiles for new hires, transfers and

terminations

Provided exceptional support to end users

Identified and resolved software and hardware issues

Supported desktops, laptops, printers, mobile phones and tablets

Imaged desktops and laptops while ensuring accuracy and availability of inventory

Verizon Wireless – Spartanburg, SC 11/2001 to 9/2010

Technical Support Coordinator I/Retail Support/Customer Service Coordinator

Primary Tasks:

oEmphasized product features based on analysis of customer’s need and on technical

knowledge of product capabilities and limitations

Responsible for resolving any customer reported handset data or voice service issues

related to the network

Responsible for supporting VZW data air cards and smartphones (Blackberry, Android,

Windows)

Responsible for reporting and escalating network issues using Remedy ticketing system

Completed product and development training as required

LANGUAGES

English (Native)

EDUCATION

Online

Associate’s Degree credits (Computer Engineering Technology and Applied Behavior Analysis)

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