Customer Service Support

Lisa Applegate

**** ******** ***** ***** ****, FL 34287

Phone: 815-***-**** Email: *******@*******.***

Occupational objective: Seeking a challenging position which will utilize my skills and professional experiences for the benefit and development of the organization

Technical Proficiencies:

Software: MS Office Suite (Word, Excel, Access, PowerPoint, OneNote, Outlook, SharePoint), Microsoft Skype, TL Ashford, System I Navigator, RJS Document Management, Desktop EDI, Windows Server 2012 R2

Hardware: IBM AS/400 (I-Series), Windows Server, WAPs, desktop workstations, laptops, tablets, cellular devices, switches, hubs, handheld scanners, thin client terminals, laser and inkjet printers, copiers, SATO print and apply and Intermec thermal barcode printers

Administration: DHCP, DNS, TCP/IP, Terminal Server, Domain Controller, File Server, Active Directory, AS/400

Languages: RPG400/III/IV, COBOL, C

Education:

University of Illinois, Urbana-Champaign, Illinois

Bachelor of Arts in Secondary Education, Teaching of English

McHenry County College, Crystal Lake, Illinois

33 credit hours, Computer Information Systems: Programming/Network Administration

Elgin Community College, Elgin, Illinois

6 credit hours, Computer & Info Sciences: Hardware/Network Administration

Certifications and Awards:

Microsoft Technology Associate (MTA), Microsoft Certified Professional (MCP), Productivity Practices in Outlook and OneNote, TestOut Network Pro Certification

2006 Award of Excellence, Part-Time Instructor, Kishwaukee Community College

Employment History:

Friedman Corporation 2017-present

Senior IT Specialist/Professional Services Consultant/Customer Support Associate

Current Position: Provide remote assistance to 42 business units for hardware and software issues, create and manage VOIP phone systems, supervise and train new personnel

Previous Positions: Provide onsite and remote client ERP support, training and implementation for make-to-order vertical market manufacturing

SKU consolidation for window fashions manufacturer/ E-business software deployment, implementation, customization and training for custom door manufacturer

Best practices consulting and customer service support for product functionality, application issues and technical operations

Help Desk for 100+ client base of 1000+ end users

ITW Shakeproof Automotive, Elgin, IL 2007 — 2017

Programmer/Systems Analyst

Design and implement systems to support the receiving, shipping, production floor, warehouse management and the office functions of 8 locations.

Label compliance for customers: updates, new label design

EDI: 830.852, 856, EDIFACT. Responsible for EDI transmissions through (GXS) OpenText using Desktop EDI

Build, deploy and maintain computer hardware

Responsible for network hardware administration, maintenance, backup/restore, updates and troubleshooting

First point of contact for all users: problem analysis and resolution

Discuss and act upon department needs for programming requests. Code/test/debug/document programming application activities

Provide training for new users and newly adapted software/hardware

Kishwaukee College, Malta, IL 2002-2007

Part-time Computer Information Systems Instructor and Community Education Instructor

Provided classroom instruction and one-on-one tutoring to undergraduate students

Worked collaboratively to develop continuity between courses offered in the curriculum

Instructed adults in Microsoft Office applications, Internet use and basic computer skills

Developed new and revised existing course curriculum

Provided a positive learning environment with a proven track record of student retention

McHenry County College, Crystal Lake, IL 1994-2002

Computer Information Systems Instructor and Community Education Seminar Facilitator

Instructed wide range of undergraduate computer information system and programming courses including: C, RPG/400, Operating Systems and Hardware, Ethics and Programming Logic

Won grant funding and created online Computer Ethics course

Served as judge for High School Computer Programming Contest

Co-developed new Introduction to Computer Programming course

Provided instruction to various community groups on Internet use, Microsoft Office applications, computer hardware and software

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