SUMMARY

**+ years of Technical Support, ** years of Information Technology experience

Background working in Commercial Software, Financial Services, Consulting/Professional Services, Manufacturing, Government, Marketing

Selected Achievements

●Created a training manual for a newly created position with American Credit Acceptance and trained successor

●Selected as 1 of 18 team members for a project with Verizon to assist escalated calls.

●Awarded ‘Departmental Employee of the Year 2005’ for all South Carolina Verizon retail stores

●Consistently received verbal and written customer commendations as well as scored several perfect 10 after call surveys during my 9-year career with Verizon

FUNCTIONAL EXPERTISE

Monitoring

Communication

Operations Analysis

Equipment Maintenance

Wireless Network Configuration

Asset Management

HR Support

PC Support

TECHNICAL SKILLS

Applications/Operating Systems:

Windows XP – 10

Windows Server

Microsoft Office 2010 – 2016

-Word

-Excel

-PowerPoint

-Access

Office 365

Ticketing Systems:

JIRA

Remedy

ServiceNow

Dell KACE

Mobile Device Operating Systems:

Android

IOS

Blackberry

Collaboration/Project Management:

Microsoft Teams

Zoom

Skype

Confluence

Commercial Off the Shelf Systems:

SAP

SRM

SmartTrack

Concur

PC Imaging Software:

Acronis

MDT

SCCM

PROFESSIONAL EXPERIENCE

BMW – / Greenville, SC (Contract) 4/2019 to Present

Support Specialist for departments of IT and Corporate Communications (same role in both departments)

Primary Tasks:

o Department’s Requisitioner and monitors PO statuses leading to invoicing

o Department’s Onboarding Coordinator whereas assists managers with general

processes of gathering information for new hires and transfers which involves

communicating with the Department’s managers for reporting access needed in terms

of systems, software and hardware; some of the requests are carried by the Onboarding

Coordinator and others with the Managers. A checklist is used for this process

oTechnical Administrative Support to Department Managers, Operational Team Leads providing

support through the BMW Procurement Process, which includes Asset Control Management,

Equipment Tagging as Applicable for IT

oHardware, Accessories and Software/Local License Management

o Coordinates team moves and relocations with SmithDrayLine

o Travel & Expenses Reporting from booking and scheduling to entries into Concur

o Assists with department training & reporting; ensuring all required training and

monthly targets are communicated to associates and reported to managers

oEnsures all tasks and requests are carried out professionally and precisely

Michelin – Greenville, SC (Contract) 7/2018 to 4/2019

Technical Team Lead

Primary Tasks:

oIdentifies and resolves software and hardware issues

oProvides exceptional support to end users during retail Tech Zone hours from 11a-2pm

oSupport desktops, laptops, printers, mobile phones and tablets

oImages desktops and laptops while ensuring accuracy and availability of inventory

oLead with monitoring and assigning tickets in Service Now ticketing system

oEnsures all tasks and requests are carried out professionally and precisely

oProvide reports on tickets depending upon SLA’s (Service Level Agreements)

oCreate and Provide technical documentation to our fellow technical peers

Denny's– Spartanburg, SC 3/2017 to 7/2018

Desktop Support Analyst

Primary Tasks:

oUpon notification from Human Resources, assists with general processes of gathering

information for each employee by department, reporting supervisor and access needs

in terms of systems, software and hardware

o Creates and deactivate user accounts and profiles for new hires, transfers and

terminations

o Identifies and resolved software and hardware issues

o Provides exceptional support to end users

o Support desktops, laptops, printers, mobile phones and tablets

o Images desktops and laptops while ensuring accuracy and availability of inventory

Fluor – Greenville, SC 7/2018 to 4/2019k

Project Information Specialist

Primary Tasks:

oAccount provisioning, access control, software support and access, email account

requests and support, computer requests and setup

oSubmitted requests for Onboarding new hires and Off-boarding of terminations

and transferring employees with Fluor and other contracting line of businesses

o Worked with the Enterprise help desk to support and troubleshoot issue

All Metals – Spartanburg, SC (Contract) 8/2016 to 11/2016

Human Resources Assistant

Primary Tasks:

oFiled, scanned, performed employment verifications and scheduled interviews

oOrganized and developed, or obtained, training procedure manuals and guides and

course materials such as handouts and visual materials

oMonitored, evaluated, or recorded training activities or program effectiveness

oCoordinated recruitment and placement of training program participants

American Credit Acceptance – Spartanburg, SC 4/2011 to 8/2016

IT Support Specialist

Primary Tasks:

oCreated and deactivated user accounts and profiles for new hires, transfers and

terminations

oProvided exceptional support to end users

oIdentified and resolved software and hardware issues

oSupported desktops, laptops, printers, mobile phones and tablets

oImaged desktops and laptops while ensuring accuracy and availability of inventory

Verizon Wireless – Spartanburg, SC 11/2001 to 8/2010

Technical Support Coordinator I/Retail Support/Customer Service Coordinator

Primary Tasks:

oEmphasized product features based on analysis of customer’s need and on technical

knowledge of product capabilities and limitations

oResponsible for resolving any customer reported handset data or voice service issues

related to the network

o Responsible for supporting VZW data air cards and smartphones (Blackberry, Android,

Windows)

oResponsible for reporting and escalating network issues using Remedy ticketing system

oCompleted product and development training as required

LANGUAGES

English (Native)

EDUCATION

Online

Associate’s Degree credits (Computer Engineering Technology and Applied Behavior Analysis)

Contact this candidate