Experienced computer hardware and software support expert

LISA M. A. WINTERS

Dixon, Illinois

*.*.*.*******@*****.***

linkedin.com/in/lmawinters/

CAREER SUMMARY

Experienced computer hardware and software support expert with special capability to come through in environments involving high stress and tight deadlines. Strong communications skills and knowledge provider online. Flexible problem solving and skill acquisition.

ACCOMPLISHMENTS

· Promoted to Senior Moderator after 18 months of employment.

· Assigned to midnight shift to support a major customer due to comprehensive work knowledge and ability to work independently with minimal supervisory support. Created support documentation for recurring issue.

· Remotely reconstructed a Telex network from scratch with the assistance of the dispatched hardware technician and his remote Second Level support.

· Contributor in a select team reviewing older company-created assets for social and ethnic appropriateness.

WORK HISTORY

Home Renovation, Self-employed (Dixon, IL)

2022-Current

· Ongoing process of updating a century+ residence, including managing contractors for upgraded systems.

· Built and installed shelving to provide additional storage and working spaces.

· Upgraded outdated electrical systems and lighting; selected “green” replacement appliances as part of a comprehensive home improvement project.

Senior Moderator, Roblox (San Mateo, CA)

2015-2023

· Reviewed and approved content submissions according to established policies, ensuring quality control across all channels.

· Applied corrective actions to user materials violating Terms of Service.

· Analyzed in-game income from user-created items to ensure payout standards were met.

· Performed remedial action on Terms of Service-violating usernames.

Technical Support Specialist, Gaumard Scientific (Miami, FL)

2010-2014

· Improved customer satisfaction by efficiently resolving technical issues and providing timely support; supported field agents and sales personnel.

· In-house database maintenance; collected customer data for trend analysis.

· Detailed knowledge of three tiers of product lines, both current and obsoleted products, as well as common user mistakes.

· Software support for multiple versions of the operational software for high-end products, wireless configuration and user coaching.

Technical Support Agent, EDS (Miami, FL)

1996 - 2008

· Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

· Collaborated with supervisors to escalate and address customer inquiries or technical issues.

· Documented on TEMS, Vantive or Peregrine Digital Workflow ticketing systems with a call volume of between 30 to 70 calls per day, and a first-call-resolution result of over 50%.

· Immediately responded to network, TCP/IP and token ring LAN problems to restore and maximize customer functionality.

· Co-webmaster for the "Airline Support Team" on-line documentation.

OTHER WORK EXPERIENCE

· Technical Librarian and publications specialist for Arrow Air, including submissions to the FAA.

· Organized and coordinated communications, announcements, and/or food preparation and service for roughly 1,000 event participants on multiple occasions.

· Demonstrated fund-raising and personnel coordination abilities as a team captain for Second Life Relay for Life supporting the American Cancer Society; directly and indirectly responsible for thousands of dollars raised.

· Composed and created striking paper-art placecards and signage for multiple charity events.

· Served as multi-purpose theatre assistant.

· Designed and maintained websites for a wide variety of functions.

· Performed office services, general word processing and secure document delivery for law offices. EDUCATION

·Bachelor of Science, Florida State University, Tallahassee, Florida

CERTIFICATIONS

· A+, January 2010;

· Net+, February 2010;

· Windows Server 2008, May 2010 (part of an MSCA certification program)

· Brainbench Master Certification: Business Writing, November 2009; Verbal Reasoning Test, April 2010; Numerical Reasoning Test, April 2010

LANGUAGES

· Spanish: Moderate reading/listening comprehension, beginner written/spoken

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