Customer Service Support
Resume:
Contact
Address
Garner, NC, 27529
********@******.***
Phone
Expertise
Project management
IT management
Server administration
Network security
Network management
Troubleshooting
Data backups
Disaster recovery
Diagnostics
End User Support
New Installations and Support
Managing crisis situations
Resource vendor
management
Integration
Application development
Customer service
Skills
Leadership
Problem solving
Teamwork
Responsibilities
Organizing
Planning
Management
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MAYLASIA EPPERSON
PROFILE
CAREER SPECIFICS
An energetic, motivated and highly dynamic person with strong working skills and a broad range of hands-on and theoretical experience ranging in computer science and technology. Adept at providing technical support and developing new processes through ongoing work, defect resolution and enhancement solutions. Expert in completing demanding assignments within crucial timelines. Highly articulate, demonstrating excellent interpersonal skills. Strong management skills and methodical aptitude with an innate ability in decision-making, coordinating and synthesizing data. Technical Support Engineer 11/2019 – 04/2020
Offer support for hardware and software issues related to Dymo printers, Zebra/Motorola scanners, Logitech webcams and similar hardware.
Fully configuring template Windows based images, to be applied and deployed into a production environment, for public use on a large scale.
Assisted in creating and assembling hardware configurations for new products. Configured and deployed beta versions of hardware for testing and feedback.
Direct interaction with customers in person and remotely via email, phone, and web support by Bomgar remoting software. Submitted and directly handled configuring and packaging replacement hardware for production clients. Used cloud based servers to store and backup files and other shared data. Directly created employee documentation for use within the company internally for training purposes.
Directly created employee documentation for training production clients.
Hosted and offered web based training sessions to clients on how to use the products and configure them.
Offered in person training sessions demonstrating the products and how to configure and use them and answer questions.
Directly offered guidance and assistance to fellow employees on work related issues. Worked directly with upper management on the integrations using SIS databases such as Clever, PowerSchool and other related programs.
Worked directly with clients to configure LDAP services and integrations. Offered graphic creation services or digital media creation services for clients using Photoshop, Adobe Premier and other related software.
Directly worked with upper management on designated large scale projects relating to management of data uploads and database creation.
Worked directly with clients hosted using SQL severs and offer troubleshooting services for these clients.
Created, documented, worked, and escalated tickets. Allocated tickets and responsibilities to other employees.
Build and maintain SharePoint for companywide intranet Hindustan Computers Limited (HCL)/FEDEX Cary, NC
2017-2019
Solve enterprise printer configurations, work on and maintain databases with break/fix instructions for clients and new employees, identify problems for ticket routing and escalation to level 2 and 3 support
Manage active directory including domain password resets, clearing printer air and profile configurations
Securely work with enterprise management of mobile devices (iOS, Android)
Member of remote disaster team to assist in maintaining optimal level of support during inclement weather and work remotely as needed
Train and support new employees to handle tickets, work within the AS400, route calls, obtain relevant information and encrypt hardware
Troubleshoot and fix Office 365
Provide exceptional customer service by offering diligent, prompt, and courteous responses to user questions
Extensive knowledge and understanding of active directory, apply problem solving skills to efficiently solve customer/employee PC issues
Set up, configure, reimage, troubleshoot, and fix Windows OS, Mac OS, and desktop hardware
Hindustan Computers Limited (HCL/Adecco.L1 Helpdesk Cary, NC 2017
Computer Repair Technician: Self-Employed Raleigh NC 2013-2016
Personal Caregiver (Freelance) West Hollywood, CA
2008-2012
COMMUNITY VOLUNTEER WORK
North Carolina Food Bank, Raleigh, NC June 2015 - present Advent Christian Church, Clayton, NC Sep 2015 – present East Carolina University Expected: 2020
BSIT Computer Science
Major: Information Technology; Minor: Business Technology Wake Technical Community College June 2017
A.A.S. Computer Information Technology
Pierce College May 2011
Computer Software/Hardware Repair Certificate
Diagnosis of desktop, application, networking and infrastructure issues.
Proficiency in the troubleshooting and resolution of all client queries.
Ability to communicate effectively with a wide range of customers.
Proven aptitude for dealing with customer complaints.
Able to identify cost-effective technical solutions that meet business needs.
Excellent analytical, data manipulation and interrogation skills.
Ensuring that all IT changes are managed so that they minimize downtime and risk of any inconvenience.
Developing and maintaining the infrastructure and IT systems.
Thorough understanding of computer and networking concepts.
Knowledge of data encryption methods and implementations.
Working knowledge of major networking components & hardware components.
Installation and maintenance of all systems within a client’s digital environment.
Knowledge & understanding of backup technologies & disaster recovery methods.
Ensure adequate antivirus protection & solutions are maintained and updated.
Ability to monitor network performance to determine whether adjustments need to be made.
Fully aware of the importance of data security and relevant legislation.
Participated and contributed equally while working in a group for projects at work.
Ability to get on with all levels of people and possess strong relationship building skills.
Built effective personal relationships and networks within the team, which contributed towards achieving organizational and team successes.
Strong organizational, administrative and analytical skills.
Ability to ensure all IT systems, infrastructures, server, networks and securities are running to an efficient level.
Improving margins and maintaining a high quality service to clients.
Ability to recommend and implement technological improvements and efficiencies.
Able to develop, coordinate, delegate and plan work activities.
Quick learner, possess a broad range of experience, highly motivated, and have the ability to work in structured and unstructured environments and initiating career awareness and self-monitoring on my overall progress.
The above details are true and accurate to the best of my knowledge. Given the opportunity, I will discharge my services to the best of your satisfaction. Communication
Dealing professionally with a wide
range of people including senior
management, executives, etc.
Employed appropriate and often
innovative solutions to increase
communication while using time
efficiently to track progress and
meet goals.
Fluency in written and spoken
English.
IT and Numeracy
Microsoft Office 365
Windows, Linux, Unix, Mac,
Ubuntu
PCs, laptops, smartphones
and tablets
WAN/LAN
Efficient in analytical and
numerical problem solving
techniques.
Honors & Awards
Star certificate of excellence
Mar 2018 – HCL
For championing the EFCS
culture during the JFM’18 quarter
Top performer
Jan 2018 - Fedex
Top performer in ticket creation,
resolutions, call audits and
attendance.
Top performer
Dec 2017 - Fedex
Top performer in ticket creation,
resolutions, call audits and
attendance.
Top performer
Nov 2017 - Fedex
Top performer in ticket creation,
resolutions, call audits and
attendance.
Top performer
Oct 2017 - Fedex
Top performer in ticket creation,
resolutions, call audits and
attendance.
LEADERSHIP, PROBLEM SOLVING & RESPONSIBILITY
TEAM-WORK
ORGANIZING, PLANNING & MANAGEMENT
EDUCATION
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