Customer Service Data Entry

LORENZO HOLLIDAY (M) 704-***-**** (H) 704-***-****

***** ******* **** *****, *********, NC 28273 ***********@*****.***

Professional Objective

Utilize my Technical skills with the use of various tools to solve problems in the most advantageous way

to the customer and increase profitability for the company.

Technical Skills

• Windows Server 2003, Data Entry ,Remedy, USMT migration

• Proficient in Microsoft Office Suite, Windows XP/Vista, Citrix, Linux, CRA • TCP/IP/DHCP

• Dell DCSE Certification

Professional Experience

Hewlett Packard /Bank of America Refresh Project, Charlotte, NC

Tier II Support-Desktop /Network Technician, Project Team Coordinator July 2007 – July, 2011

Responsibilities:

• Provided Tier II Support for PC refresh program migration, deployment of workstations, servers and QSTs

to include, spare equipment ordering, tracking inventory usage, installations and disposal of equipment

• Provided network support included router/switch configurations, VLAN settings, port configurations

printer configurations, and data migration conflicts

• Identify and solved problem sources of hardware and firmware failures, deciphering error messages

malfunctions of switch, port configuration and password resets

• Answered 50-75 calls daily, responded to emails, worked with other project team members, analyzed

banking center floor plans, identify network layout, equipment location and solved any discrepancies

• Escalated repair tickets to electricians or Certified Cabling Technicians to install or repair network cabling

• Verified all support interactions are updated, detailed, and accurately documented in POST

Asset tracking/ticketing system

• Ensured Technicians completed tasks and the deliverables was on time, within budget and adhere ality

high quality standards, and meet the customer’s expectations.

Achievements:

• Increased revenue sales to $20,000, 000 plus annually maintain the network for the equipment that was installed

• Organized program saved the company $500,000 in the research of missing or duplicate equipment

Contract Projects

State Farm Insurance Inc, Charlotte N.C.

Technician /Aero 26 Installation Project, March 2011- June 2011

• Perform Installation of the Aero 26 upgrade to wireless backup for State Farm agent Locations

• Troubleshoot network issues, errors and perform preventative maintenance

IBM , Charlotte N.C.

Desktop Support, November, 2010-January, 2011

• Support end users with Blackberry handheld issues and activation

• Data Migration, Deployment, Reimage and Ghosting of PCs and Laptops

• Desk side Support for hardware and peripheral equipment

• Troubleshoot and solved Outlook 2010 various debugging errors

• Diagnose problems with software configurations and Network connectivity

• Created trouble tickets, data entry, answered calls and emails daily, troubleshoot and

diagnosed platform and software issues

EEOC Charlotte Division/ Liberty Mutual

PC Technician, Charlotte N.C. July, 2010- November, 2010

• Data Migration, Deployment and Configuration of PCs Laptops and printers, Troubleshoot TCP/IP issues

• Installation of printers setup and configure for fax ,email, and firmware upgrade

Harris Teeter Supermarkets ,

PC Technician, Charlotte, N.C. June, 2010

• Installation of Desktop computers, De-Installation of network printers, configuration for paperless printing

Wachovia/AG Edwards /Morgan Stanley

Desktop Engineer, Charlotte, N.C. November, 2008

• Provided migration and deployment of workstations configured servers, routers and switches

• Administer active directory using Windows Server 2003

Document Technologies, Charlotte, NC March 2003 – July 2007

Alston & Bird LLP, The Westin Charlotte

Alston & Bird LLP, Charlotte N.C.

Service Specialist January 2007 – July 2007

Responsibilities:

• Provide On-Site Document support for attorneys and case clerks for commercial construction projects

• Provide electronic discovery for large scale documents ,scan to file and conversions of files such as PDF and Tiff

• Automated Document Routing ,Scanning and OCR, Branding and Bates Labeling

Achievements:

• Kudos for Great Customer Service February 2007 Alston & Bird LLP

• Employee recognition July 2007 Alston & Bird LLP

The Westin Charlotte Business Center, Charlotte N.C.

Site Manager March 2003 – December 2006

Responsibilities:

• Provided Desktop Support and Configured Clients equipment for high speed internet access and telecom service

• Solved End user problems of software usage and software viruses using a one call resolution

• Trained and developed personnel, and ensure effective account operations included equipment maintenance

service vendors, and operational systems, reconciled and performed data entry duties input

• Data entry for accounts receivable and payable charges for the business center

• Coordinated all scheduling and shipping procedures for all group events

Achievements:

• Maintained an “Excellent” rating on the sites P&L reports

• Consistently exceeded the company’s goal for service and support

Xerox Business Services, Charlotte, N.C January 1999– March 2003

Account Associate, Hoechst- Celanese Acetate LLC / John Deere Engineering / Barloworld Handling

Responsibilities:

• Consistently exceeded the company’s goal for service and support

• Operated a Facility Managed Account, responsible for all desktop support for publishing printing and

mailroom duties of the internal customers and end users, managed the site’s P&L, receptionist coverage

• First responder for support of Xerox printers responded to incoming calls troubleshot network file and print issues

• Escalated, Install and support hardware and software ,dispatched the technician of various service calls

• Generated and submitted the monthly billing statement of the clients, order supplies as needed

Achievements:

• Consistently exceeded the company’s goal for service and support

• Implemented an Internal process to ensure quality and customer retention

Education

Dell DCSE Certification November 2005

Devry University, Charlotte, N.C, August 2007 - December 2009

Concentration in Systems Analyst,

Central Piedmont Community College, Charlotte, N.C. September 2003 - January 2005

Computer Information Systems,

New Horizon

New Horizons w New Horizon Computer Learning Center, Charlotte, N.C. June 2005

Office 2003 Intermediate Certification of Completion

Awards

Xerox Hall of fame - March 2002

Xerox Corporation Right on Target Award for Outstanding Customer Service – September 2001

Xerox Search for Customer’s Hero Nominee - June 2000

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