Remote Solutions Consultant

SHERITA F. MOHAM

**** ****** ******* *****

Lawrenceville, GA 30045

Phone: 770-***-****

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TECHNICAL / PRODUCT SUPPORT

Technical Support and Customer Relations Professional with

13 years of experience in system troubleshooting and business

process improvement to increase product reliability, maximize

productivity, and introduce system efficiencies. Well-earned

reputation for creating support solutions that meet customer

expectations. Strong conceptual, analytical, and troubleshooting

skills. Handles multiple projects at one time. Additional

strengths include:

* Desktop Support

* System/Product Troubleshooting

* Software Applications

* 2nd and 3rd Tier Support

* Technology Integration/Customization

* Printer, Scanner, and Copier Support

* Excellent Customer Relations

* Problem Solving

* Software Development

* Green Belt Initiatives

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TECHNICAL PROFICIENCIES

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Software:

Microsoft Office 2000, 2003, 2007 & 2010; Adobe Suite,

HTML, Quark Express, Internet Explorer, PaperPort PSP,

Winzip, StuffIt, Mozilla Firefox, Safari, VNC,

LogMeIn Rescue

OS/Platforms:

Windows 2000, XP, Vista, & 7; Server 2003 & 2008, Mac OS X,

IPX/SPX, NetBEUI, TCP/IP, SMTP, FTP, SSL, LDAP, SNMP,

DNS, WINS, SMB, Bonjour, Appletalk, DHCP

Certifications:

MCSE, MCP, CCNA, Certified Lean Six Sigma Green Belt

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PROFESSIONAL EXPERIENCE

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XEROX CORPORATION (1998-Present)

Virtual/Remote Solutions Consultant, Atlanta, GA (2009-Present)

Provide technical support to customers, dealers, agents,

analysts, technicians and sales representatives in conjunction

with engineering department for Digital Monochrome, Office

Color and Fiery (Digital Front Ends) products. Solve network

printing, scanning and color issues. Desktop support for Windows,

Macs and various graphic application packages including Adobe CS3

Suite, MS Office Suite and Quark Xpress. Validated eservice

knowledge. Facilitate conference calls with customers and

engineering. Resolved escalated issues within the Customer

Relations Group.

* Facilitate Green Belt-focused projects that assist in

acquiring better customer survey results and showcase extra

services provided by second-level support that generate

revenue.

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XEROX CORPORATION

Remote Solutions Engineer, Lewisville, TX (2006-2009)

Provided technical support for Office & Production Color

products with Digital Front-Ends (DocuSP, CREO, Fiery and

Splash servers). Also provided technical support to customers,

dealers, agents, analysts, technicians and sales

representatives for Digital Monochrome, Office Color and Fiery

(Digital Front Ends) products. Solved network printing, scanning

and color issues. Validated Eservice Knowledge Database. Worked with Customer

Relations Group to resolve escalated issues. Facilitated conference calls

with customers and engineering.

* Provided desktop support for Windows, Macs, product applications and various

graphics application packages including Adobe Suite, MS Office Suite

and Quark Xpress.

* Acted as Mac subject matter expert (SME).

* Performed onsite customer visits when field analysts needed

additional onsite support.

* Designated main support contact for Splash Digital

Front End.

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XEROX CORPORATION

Network Support Specialist, Lewisville, TX (2000-2005)

Provided technical support for Office Color products with

Digital Front Ends (DocuSP, CREO, Fiery and Splash servers).

Solved network printing, scanning and color issues. Worked

with Customer Relations group to resolve escalated issues.

Facilitated conference calls with customers and engineering.

* Provided desktop support for Windows, Macs, Novell, Unix and various graphic

application packages including Adobe Suite, MS Office Suite

and Quark Xpress.

* Validated Eservice, a product and internal knowledge-sharing

database.

* Main support contact for Splash Digital Front End.

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XEROX CORPORATION

Printer Support Analyst, Lewisville, TX (1998-2000)

Provided technical support for Document Centre and Work Centre

Pro products. Managed and resolved technical problems for

product applications, network scanning and digital copier

features. Installed and configured network server and

standalone PC hardware and software. Maintained product and

internal knowledge-sharing database. Developed and maintained

DISS group web page. Developed and maintained Executive department’s

Flash web page.

* Provided desktop support for Windows, Macs, Novell, and Unix product

applications and various 3rd party application packages

including Adobe Suite and MS Office Suite.

* Performed as Software Team Lead.

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EDUCATION

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Bachelor of Science in Computer Science

Southern University, Baton Rouge, LA

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AWARDS / RECOGNITION

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* Customer Hero Awards

* Peak Performers Gold Award

* Peak Performers Silver Award

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