Customer Service Support Analyst
Resume:
Taisha Evans
Cell: 469-***-****
**********@*****.***
Summary of Qualifications
Platforms: Windows 10, Windows 8, 7, Windows XP, NT, 7, 98-2003, DOS, System I(AS/400), Windows Server 2003 Active Directory
Browsers: Internet Explorer 8+, Firefox 3.6+, and Google Chrome
Email: MS Exchange 2003, MS Outlook 2003, 2007 and 2010
Software/Applications: PeopleSoft 9.1, PeopleSoft 9.2, MS Office 2003/2007 +, Verizon and Sprint Mobile Broadband, RSA SecurID, Crystal Reports, P-Synch, Lotus Notes 6.5, QSI Dental, Unicenter Service Desk and Apropos, SharePoint and Footprints, OnBase, EZBuy, Heat, Service Now, SQL, App Designer, Taleo and Jaggaer (Procurement Portal).
Antivirus: Symantec, Norton
Hardware: IBM Think Pad, IBM Think Centre, Dell, Gateway and Panasonic desktop and laptops, HP printers (450, 460, 4700 and 6300 all-in-one series)and Ricoh printers, IBM registers 4800-782, 4800-741, 4840-563 and 4840-562, Symbol and Falcon USR guns, Symbol, HHP and Metrologic barcode scanner, IBM 4610 receipt printer, Cisco and Panasonic phone, routers.
Networking Tools: Cisco VPN, Remote Desktop, Symantec PC Anywhere, Support Tools, Citrix, RSA Authentication Manager, VMware, Bomgar, Pulse
Internet Access: Juniper, Cisco DSL, DSL, dial up, Wireless, VSAT
Certifications
A+ Certified
Over 15 years in IT
Over 10 years in Customer Service/ Service Desk Support
Over 5 years in Accounting
Professional Experience
Technical and Customer Support
UT Southwestern Medical Center, Dallas, TX 11/2015 - Present
ERP Analyst
Assist the implementation of PeopleSoft 9.1, PeopleSoft 9.2 and Jaggaer. Involved with planning, analysis, design, implementation and maintenance for multiple modules for all projects.
Evaluate and confirm integration and consistency of business process design across the ERP software modules.
Identify customization, interface, report, ad conversion requirements.
Assist with the creation of test scenarios/scripts, coordinate testing efforts, participates in testing of designed solution and verify/ validate results of conversion efforts and testing results.
Assist with the creation and delivery of end-user training and training materials.
Provides initial post implementation support to end users on production system.
Service Desk Support Supervisor 10/2011 – 11/2015
Trained and managed the Service Desk staff for end-user services. Dispatched deskside support when needed. Managed projects and served as a primary end-user contact for escalations. Assist, collect, interpret and document application errors and related issues and reported issues to the development team for immediate resolution. Compiles complete, concise and comprehensive information to assist and communicate to management staff. Produced deliverables during training phase of PeopleSoft implementation. Maintained 80% to 90% SLA.
Neiman Marcus/ RHT, Dallas, TX 6/2010
Hardware Technician
Swapped out -dated hard drives with updated hard drives on all registers and corporate computers as needed. Performed memory upgrades for all registers. Connected printers to the network. Tagged and confirmed all equipment was updated and online. Tracked all equipment.
Fujitsu Microelectronics/ RHT, Dallas, TX 05/2008 - 02/2010 System Support Analyst (2ndProject)
Supported U.S. and International corporate end users with issues such as; access and connectivity through VPN and RSA SecurID software tokens, set up wireless connections, resolved network printer issues, reset/unlocked, created and updated accounts in Active Directory, Lotus Notes and PeopleSoft via phone, email and voicemail. Troubleshoot mobility services. Supported Abercrombie & Fitch, Ruehl, Hollister and Gillie & Hicks POS systems such as; IBM registers, receipt printers, signature capture devices, barcode scanners, USR guns and application kiosk. Troubleshoot VOIP issues for stores Dispatch IBM and HP technicians as a last resort
Network Segmentation Project Engineer (1st Project) Supported over 1500 Staples stores nation-wide. Implemented three VLANs for Payment Card Industry Data Security compliance. Re-iped POS systems, Min-nets, price checkers, printers and store servers to their specific VLAN. Troubleshoot gateways, DNS and DHCP settings to establish connectivity through the network.
DataTrac Information Services, Fort Worth, TX 10/2007 - 4/2008
Help Desk Support
Supported over 7500 USDA food inspectors in 28 states via phone, email and internet. Installed and uninstalled Verizon Wireless, Sprint Mobile Broadband and Cisco Directway. Troubleshoot and configured network connections such as Cisco VPN, Hughes DSL, dial up, Sprint Wireless, Verizon wireless and VSAT for Internet/Intranet connection. Troubleshoot mobility services. Enabled/disabled accounts and reset passwords in Active Directory. Troubleshoot desktop/laptop (Gateway and Panasonic), HP 460 and 6300 series all-in-one printers, user profiles in MS Exchange Server and Windows XP, MS Office, MS Outlook 2003 and SP2 upgrades. Assisted end user in backing up data.
Monarch Dental, Plano, TX 01/2007 - 10/2007
Help Desk Support
Supported over 1500 employees, 300 offices in 18 states via phone, email and remotely using Remote Desktop. Analyzed incoming service request and assigned them to the appropriate solution provider within the IT or Telecommunications department as well as tracked incidents using Track-It. Provided desktop/laptop support such as; internet connectivity via power cycling and pinging Cisco routers, and confirming all physical connections were secure on printers, desktops and terminals. Corresponded and followed up with VP’s, managers and 2nd level support on the status of office systems that were not functioning correctly. Configured new user accounts in Active Directory: enabled/disabled account and reset passwords.
Accounting (Payable and Receivable)
S&F Networking, Dallas, TX 08/2004 - 3/2005
Accounts Receivable/Help Desk
Answered inbound calls part-time for CompUSA customers for 13 states and 229 stores using SAP. Assisted customers with the navigation of MS Office applications and instructed customers on how to set-up their new desktops. Advised and scheduled customers for MS Office classes according to their individual needs. Processed payments via credit card and check by phone.
First American Tax Service, Dallas, TX 04/2003 - 6/2004
Tax Specialist
Handled escrow documents in accordance with established policies and procedures.
Completed real estate escrow transactions by disbursing funds, collecting and reviewing prepared documents, and contacting the tax office across the U.S.
Excel Communications, Addison, TX 09/1998 - 4/2002
Jr. Cost Analyst
Audited costs of minutes purchased per minute according to the company’s policy. Disputed and negotiated pricing. Disbursed and retrieved payments. Managed over 300 accounts monthly, not limited to the company’s telephone bills. Ran reports and communicated findings with management. Saved Excel Communication over 450k in 18 months.
Education & Training
Eastfield Community College, Mesquite, TX
Supervisor/Manager Certificate 07/2012
Associate in Science/Business Management 01/2013
University of Phoenix, Dallas, TX
Bachelor in Information Technology 08/2016
Colorado Technical Univerisity, Colorado
Bachelor in Information Technology Present
New Beginning Career Development, Dallas, TX 10/2002 - 2/2003 A+ Certification
Accomplishments: Saved Excel Communication over 450k in 18 months. Provided 70 -90% first call resolution. Maintain customer service satisfaction and SLA at 90%+. Assisted in an implementation of PeopleSoft 9.1. Assisted in an upgrade to 9.2, assisted in an implementation and an optimization project of Jaggaer.
References
Derek Pompey
Technical Support Supervisor of UT
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