Shonda Dawkins-****

Superstar IT Customer Support Agent-Efficient and Effective and Great for Administrative Assistant

Goodlettsville, TN 37072

advtz1@r.postjobfree.com

615-***-****

Professional seeking an opportunity to utilize my excellent communication and interpersonal skills as a remote agent to bring value-add to a customer service or customer support organization. I am very inclined to people as a whole and interact with them easily and naturally. I have been an administrative assistant for over 10 years. Which also gives me an inkling on how to deal with different situations that may come up on a daily basis. I enjoy customer service, and being a customer myself, I understand where the customer is coming from. Including basic customer service data collection but I provide customer support in basic IT(Associates in Computer Networking). Very fast and efficient learner, meticulous to details, takes pride in finished quality and timely work.

Authorized to work in the US for any employer

Work Experience

**Administrative Assistant

Robert Half Technology- Contract Assignment for Air Force ROTC at Tennessee State University (November 2022- December 12, 2022)

-Temporary Fill-in due to retired Admin Asst, and waiting for the permanent hire to be installed

-Responsibilities included making sure all cadets were in compliance with course enrollment, hours, educational requirements, physical trainings, and new enrollees for the upcoming January quarter, were in compliance before the end of the December quarter.

**Tier 1 Technical Support

Staff Source - Contract Assignment for SERVPRO Industries

Sept 2022 to November 2022 (2 month contract)

-Responsible for Account Creation, Software Permissions and Installations, Company Procedural Policy Invoicing Helpdesk to Franchises, Password Resets, and Creations, Company Website for Franchises Auditing, IT Helpdesk Compliance for Franchises to Submit Invoices\

**Administrative Assistant

Dawkins Contracting, LLC - Goodlettsville, TN

June 2010 to April 2022)

-Responsible for updating programs, business and state licenses, Yearly payroll audits, Yearly Business Tax Preparation, Property Manager, Certification specialists, Customer Interaction, Worker’s Comp

**Remote Covid Agent - Temporary

Navient - Hendersonville, TN

April 2020 to December 2020

-Remote customer service advisor to recently positive-tested individuals. Responsible for gathering information (basically for contact tracing) for Metro Health Department. Had to keep individuals information secure and private, and also make them feel comfortable enough to answer question during the 10 min process

**Tier 1 IT Helpdesk Support ( Contract)

Apex Systems - Dell - Brentwood, TN

September 2019 to December 2019

-Tier 1 helpdesk through Apex, location Dell: temporary position for Boeing Project. Provided tier 1 service for several departments of Boeing (password, pw resets, program install, cache, outlook, credentials, etc).

Apex Systems (Contract)

Windows 2007 & 2010

Outlook Troubleshooting

LAN (Proxy) troubleshooting

Internet Explorer Troubleshooting

Creating precise tickets in ticketing system

Remote/VPN experience

**Remote Customer Service (Contract-Temporary)

TeleDirect - California

April 2017 to December 2017

-Remote Customer Service agent responsible for several different lines of customer service (setting social security investment reservations, scheduling retirement seminar appts, healthcare insurance, answering service for certain companies after hours

**Google Quality Rater

Appen, Inc

April 2017 to October 2017

Appen Butler -Work From Home

-Establish if ads and websites were meeting community guidelines

Flagging any inappropriate content

Work from home environment

**Childcare Provider

September 2014 to May 2015

-Responsible for daily care of one small children at personal residence

**Sales Representative, HSN (Remote)

HSN

February 2014 to September 2014

-Professionally and efficiently placed sales orders from in-bound customer calls

**Computer Technician Intern

Mass Mutual Finance

December 2009 to April 2010

-Provided tech support to employees including hard drive and network maintenance; effectively managed individual daily workload

Education

*Associates in AS Computer Science in Computer Networking

ITT TECHNICAL INSTITUTION - Nashville, TN

August 2006 to May 2010 (3.67 GPA)

*Magna Cum Laude in HONORS ALL SUBJECTS

Hume Fogg Academic Magnet - Nashville, TN

May 1996 to May 2000 (3.89 GPA)

Skills

Computer Highly proficient in Microsoft Office including Word, Excel, PowerPoint Office Type 35 wpm; operate basic office equipment (fax, scanner, copier, multi-line phone;

Microsoft Excel-Microsoft Word-Computer Networking-Active Directory-LAN-Software Troubleshooting-VPN-Help Desk-WAN-DNS-Operating Systems-Microsoft Windows Technical Support-Microsoft Windows Server-Network Support-DHCP-Troubleshooting-TCP/IP-VMWare Remote Customer Care, HR Payroll, Workers Comp

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