Support Representative Configuration Manager

Renee Floyd-Stubblefield

Chicago, Illinois Mobile: 312-***-**** *****.************@*****.***

About

Tier-2 technical support analyst for mobile service companies like Verizon Wireless and U.S. Cellular, with 8+ years of experience in the support of Android, IOS and Blackberry devices, Desktop Software, Enterprise Email setup and sync. Certified with Microsoft desktop Software troubleshooting and support along with ComTIA A+ Certification. Very familiar with Microsoft Office Suite and Outlook products including Teams and OneDrive, services and setup. Demonstrated record of success in troubleshooting computers, increasing efficiency, securing data and optimizing the access and utilization of shared information using a variety of hardware and software. Outstanding customer service skills resolving technical issues and educating end-users. Team player making significant contributions to team and individual success, looking to learn and apply new technologies and business methodologies.

oOperating systems: DOS//MOBILE, MAC OS, Windows 7 & 10, Publisher, Print shop

oConnectivity: routers, switches, firewalls, and wireless, printers/wired and network

oMicrosoft Office 2007 – 2016 Excel, Word, Power Point, Outlook)

oApplications: Outlook 2010/2013/2016, Lotus Notes, GroupWise, and Blackberry Enterprise Serve.

oBackup Applications: OneDrive, Backup and Restore, Norton Online Backup, Mozy, IBackup, Time Capsule, Mobile Me, iCloud Apple,

oExtended knowledge: TCP/IP, LAN, WAN, WIFI, DHCP, DNS, VOIP

oMicrosoft: Office 365 Products/Teams/Webex, iPcommunicator, Skype, Cisco Anyconnect/Jabber

oRemote Access: LogMeIn/Desktop and mobile device, End Point Manager, Configuration Manager, System Center Configurations

oVideo Support: Bosch Video Client, Polycom CMA Desktop 5.1.0.0060, Polycom Real Presence Desktop, VLCMediaPlayer 3.0.3

oTicketing Sytems: Remedy, SmartIT

oSoftware: Installation/manually/sccm/software center support, Reimaging of Hardware Laptops/Desktops/microsoft endpoint configuration

Work Experience

Customer Service Representative February 2021 – August 2021

On Behalf Of, LLC Remote Location, USA

Answered incoming calls from businesses with Intuit accounts

Provided technical support for tax services software

Used video technology to speak with business owners face-to-face

Created my own schedule and worked from a remote location

Associate Engineer – End User Computing February 2013 – September 2020

Walgreens Boots Alliance Corporation Bannockburn, Illinois

Utilized tracking software to track and monitor the resolutions of issues and open tickets.

Supported area processes and interface requirements.

Reset equipment or applied solutions to quickly resolve problems.

Resolved escalated, complex issues from less experienced support staff.

Identified and documented fault patterns over a period of time by using technical resources in the IT function and the vendor community to develop permanent fixes.

Collaborated with customers about technical issues by answering complex questions regarding computer and printer software along with other IT recommendations.

Documented the elimination of problems to create efficient technical fixes.

Technical Support Representative January 2011 – January 2013

U.S. Cellular Bolingbrook, Illinois

Resolved first-level wireless technical issues for business and residential customers.

Processed customer requests and when applicable, processed credits and adjustments to their accounts.

Answered inbound customer calls to discuss company’s services and products like handsets, accessors, pricing plans, promotions, and service features.

Recommended products and services based on the customer’s wants and needs.

Education

A+ CompTIA Certification: 08/2010 TechSkills of Sacramento, Sacramento, California

Associates of Arts Olive Harvey College, Chicago Illinois

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