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Customer Service Support

Atlanta, GA
October 11, 2019

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Nashville, NC *****; 252-***-****

PROFESSIONAL SUMMARY System Technician with over 20 years’ experience in both Information Technology and Customer Service. Accustomed to a fast-pace, demanding environment with experience in transitional leadership. Extensive knowledge in troubleshooting various applications, operating systems, hardware and software issues. EDUCATION Bachelor of Science: Business Education Computer Information Processing Minor: Business Administration

East Carolina University – Greenville, NC


• Microsoft Office Suite 2013, • Strong written and verbal 2016, 365 communication

• Operating Sytems Windows 7/10 • Team leadership

• Outlook/Exchange • Team oriented

• Active Directory • Work Independently

• Jenzabar, E-Racer, Moodle • Extremely organized

• Mobile Device Support • Self-motivated

• Ticketing System • Unified Communication/VOIP

• Basic Networking • Individual/Group Trainer

WORK HISTORY 09/2005 to Current IT Operations Analyst/ System Technician Level II North Carolina Wesleyan College – Rocky Mount, North Carolina

• Support Director of Information Technology with daily operational functions

• Facilitate training and provide ongoing support to faculty, staff and students

• Provide Tier II Level Support for main and 9 satellite campuses

• Image and install workstations along with local/network printers

• Provide workstation fixes including installing, upgrading software and hardware

• Establish/terminate user accounts utilizing active directory and exchange server

• Create and modify SQL based reports

• Basic networking

• Monitor and maintain the college antivirus program

• Perform duties related to IT purchases, cellphone purchases, setup and inventory

• Acquire customer feedback to ensure their concern was addressed and properly resolved

• Supervisor to department Interns and work-study students 11/2001 to Current Computer Lab Technician

City of Rocky Mount – Rocky Mount, North Carolina

• Provide technical and operational support to City of Rocky Mount computer labs

• Spearhead the basic computer skill class program curriculum 01/2011 to 05/2014 Adjunct Instructor

Edgecombe Community College – Tarboro, North Carolina

• Windows 7 Operating Systems – Course NOS 130

• Spreadsheets – Course CTS 130

• Networking Concepts – Course NET 110

• Access 2013 – Course DBA 110

12/2000 to 09/2005 Information System Specialist

City of Rocky Mount – Rocky Mount, North Carolina

• Provided technical and operational support to City employees in a Windows environment

• Troubleshoot, install, modify and repair computer software, hardware and city wide applications

• Provided technical assistance and support for incoming calls from City employees

• Trained new clients on various software and procedures

• Created/terminated new user accounts

• Provided excellent customer service to ensure customer satisfaction REFERENCES AVAILABLE UPON REQUEST

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