Customer Service Technical Support

Deirdre G. Overstreet **** Lakeridge Ct. Garland, Texas 75043 (214) 477– 6382 ******@**********.***

EXPERIENCE:

U.S. NAVY 8 Years

RF Tech, SATCOM, TDMA, CDMA, GPS (Global Positioning System) Communications – Honorable Discharge

TelVista 08/2010 – Present

Technical Support for High-Speed Internet for Verizon: DSL Modems, FIOS, Outlook Email, Password Resets, Remote Line Test to Circuit, Configuring software (modems, routers, Network Settings), Remote Desktop Support, Set Top Cable Boxes, DVRs’, TCP/IP, Windows-XP/Vista/7 using REMEDY , iCAD, SSP,VRepair, VOIP,VPN, and WiFi

Capital One Auto Finance (Part Time) 9 Months

LOSS MITIGATION –RISK ANALYST-COLLECTIONS

Customer Service, multitasking in Windows XP, Outlook, TITAN Loan Servicing System CICSAFLP, negotiating with customers on delinquent accounts – Diamond Award

RentACenter

Financial Services IT Analyst – Customer Service 6 Months

Financial Analysis, Payday Loans, multitasking in Windows XP, technical support of VPN, Smart Phones, ATM/Recyclers, Financial Payment Applications, CashWise, and Remote Desktop Assistance (Bomgar).

Smart Source – Getronics (Contract) 3 Months

P.O.S. Technician for retailers in Dallas – Fort Worth Region (Installation of new NCR computers, Windows XP, Networking) at Super Target Stores.

Dallas I.S.D. – Technology Services (Fulltime) 7 Years

PROGRAMMER ANALYST - HELP DESK (Technical Support and Database)

Technical Support (Hardware and Software), Help-Desk, Ghosted Computer Hard Drives. VPN, Active Directory, TCP/IP – Networking, Novell-GroupWise Email, LAN, Installation of Hardware and Software. Nextell Direct-Connect Phones, JetDirect installation for networked printers, WiFi (WEP, SSID), AntiVirus Software (Norton, AVG AntiVirus, McAfee), repaired/rebuilt computers and laptops, Wi-Fi, Windows-2000 and Windows-XP, D.O.S. REMEDY CRM, Hubs/Jet Direct cards, network printer and print queue administration. A+ and Network Training. ORACLE/SQL, Access Database, MS-Projects, DELL Certified (2002), REMEDY. MS-Office (EXCEL, WORD, ACCESS, PowerPoint), and Outlook- Express Email.

EDUCATION:

Remington College MBA

DeVry University Computer Information Systems

(C, C++, COBOL, MS-Office, Advanced ACCESS (Database/VBA/SQL)

Prairie View A&M University B.S. in Mechanical Engineering

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