Customer Service Management

Leah U. Bennett

**** ********** *****, *******, ** 20754

301-***-****(h) 240-***-**** (c); ************@*****.***

ACADEMIC/PROFESSIONAL PROFILE_______________________________________________

More than 10 years’ experience in, producing timetables, status reporting, processing, and coordinating client/team projects

Excellent people/communication skills

Ability to multitask, excellent organizational skills, attention to detail, and ability to anticipate change

Administration supports and monitor projects

Experience with a high pace environment

Coordinate functions from start to finish with little supervision, work in a fast pace

Responsible for the processing, tracking and turnarounds

Strong foundation in business administration

Ability to handle technical issues; provide all facets of computer support including, troubleshooting, installation, and maintenance

Manage loaner equipment by logging check in\check out activity

Family of 6 and manage to organize everyone schedule; school and personal activities

PROFESSIONAL EXPERIENCE________________________________________________

Customer Service Representative/Project Coordinator, Right Side Computer Guys of Calvert, Inc. November 2010 – 4/2012

• Greet customers as they walk in for computer related problems

• Responsible for checking in machines brought in by customers

• Sales – promote in house products/ services

• Provide technical hardware diagnostic

• Self starter/ build relationships with customers

• Coordinate schedule for routine maintenance with clients

• Place and track orders for equipment

• 1st level helpdesk, upgrades, installations, hardware/software inventory, asset management, disposal of computers, etc.

• Maintain hardware inventory

• Distribution of marketing (sell web services/maintenance agreements)

• Coordinate Web design layout and web projects.

• Follow up with potential customers and build a positive relationship

• Usage of register using point of sales software

• Use of Outlook for schedule appointments

Technology Analyst, Andersen Consulting, April 1996–January 1998

Responsible for life cycle management of the Information Technology Division

Remedy application used for asset management/inventory

Acquisition/purchase orders for: hardware/software, spare equipment stocking, standards management, changes to the hardware/software standards and purchasing

Managed the control and maintenance/repair of microcomputers and peripherals to ensure availability and good working condition of all equipment.

Created, maintained, and deleted network accounts

Monitored and reported accounts activity.

Imaging corporate desktop/laptops with company standard image

Maintained (MAPS) database (hardware, peripherals) of employees of organization

Created and maintained purchase orders for new hardware and software

Issued corporate laptops to new hires as well as deployments

Provided back-up and restoration services to portable PC ushers

Researched and recommended purchases and configurations of hardware, software, and peripherals

Provide support to end users on a variety of issues

Participated as a member of a Task force, asset management team for local training sessions

Managed the disposal of equipment, including potential sale to third party, sale to staff, or donation to charity

Coordinated and performed upgrade of systems and application software

Coordinated and performed upgrades of hardware

Information Systems Analyst, The World Bank, Washington, DC, March 1994–April 1996

Answered Help Desk inquires for Loan Account Systems

Printed ad hoc reports

Input and edited existing data from the financial database

Monitored print queues

Computer Assistant, General Services Administration, Washington, DC March 1991– 1994

Provided software installations

Assured backup tapes were backed and maintained

Initialized/Upgrade software pages

Troubleshoot within workstations of software application problems

Administrator of the electronic mail (Lotus Notes, cc mail)

Administrator of the Correspondence Control Management (CCM 3.1) database

Scheduled training and meetings for departmental needs

Created a database used for the Federal IAC/IRM directory

Maintained software/hardware inventory

Clerk/Typist, General Services Administration, Washington, DC 1988– 1991

Handled correspondence

Administrator of various projects

Managed contracts of all events, responsible for setting up meeting space, taking reservations, and recording payments of events and dues

Prepared all invoices and placed order for acquisitions

Handled with registration process; print out badges, hand outs

Assisted with the Federal Information Resources directory for the Federal Government

LEADERSHIP AND SERVICE EXPERIENCE__________________________________

Volunteer, Troop Leader for Girl Scouts of America, Troop 3142 & 461 in Dunkirk, MD, 2004

Received leadership training through the Girl Scouts of America program

Provided structural guidance to young girls ages 5 through 13

Handled all financial transactions pertaining to troop’s funds raised more than $1000

Scheduled outings, events and activities such as, field trips, and annual banquet

EDUCATION_________________________________________________________________

Bachelor of Science, August 2010

University of Maryland University College, Adelphi, MD

Major: Information Systems Management

Minor: Business Administration

Information Management Certificate, August, 2010

University of Maryland University College, Adelphi, MD

Prince George’s Community College, Coursework, Largo, MD

TECHNICAL QUALIFICATIONS______________________________________________

Orange Systems Training, Novell Netware 4.x Administration, 1993

Computer Learning Center, Computer Operation, 1992

Reference Upon Request

Contact this candidate