To obtain a responsible and challenging position with a progressive company where my work experience will have valuable application and utilization of my opportunity for advancement
SOUNDVIEW PUBLICATIONS, Norcross, GA (2/2008 5/14/2009) Operations Technician Processed credit card data daily in multi-system environment. Multi-system environment consisted of Response, TransFirst, ICVerify and QuickFill. Imported and exported customer orders data via website using QuickFill. Generated printed tickets of each customer order for shipping department. Processed and researched chargeback letters and credit card discrepancies with customers, vendors and banking institutions. Provided IT support to managers and customer service concerning issues in a multi-system environment. Resolves service and system issues by gathering and analyzing related information. Identified root cause of system problems and reported problem to software vendors. Provided, managed seven different reports daily. Handled sensitive data. Worked independently on project assignments and deadlines in Response and QuickFill. Attended weekly meetings and provided weekly operational updates and workflow issues. Developed and maintained the standard operating procedures (SOP) for Operations department. Trained staff on operational procedures. Diagnosed and assisted in resolving complex issues related to data discrepancy.
HEWLETT PACKARD, Alpharetta, GA (4/2004 3/2006) Enterprise Technical Support Engineer (TSE) II Provided direct 1st level support to HP end users (contract and limited warranty) and 2nd level support to National Field Service personnel and authorized resellers via incoming telephone calls to the HP Commercial Solution Center.
COMPAQ CORPORATION, Alpharetta, GA (7/1999 4/2004) Portables Technical Support Engineer (TSE) I Provided direct phone technical support to authorized resellers, end-users, field technicians, and partners via incoming telephone calls in Portables Group (PSG) call center for all Compaq laptops, Digital Equipment Corporation laptops and Micro projectors.
UNITED STATES ARMY RESERVES, East Point, GA (1/1989 4/1997) Personnel Actions/Records Specialist Prepared and reviewed contractual forms for military personnel in the Army Reserves. Handled confidential files of military service members that were deployed to Desert Shield/Desert Storm. Traveled to various Army bases to work on different projects.
CENTER OF INDUSTRY & TECHNOLOGY, Atlanta, Georgia Microcomputer Repair Specialist (600 hours), A+ CERTIFIED April - 1999
STATE UNIVERSITY OF WEST GEORGIA, Carrollton, Georgia BA in Speech and Theatre Arts December 1994
A+, Compaq/HP Accredited Platform Specialist (APS) Portables, HP Ethical Leadership Course, HP Environmental, Health, Safety and Security Policies and Standards Course, HP Data Privacy Course, HP Information Security Policies and Standards Course
COMPUTER HARDWARE SKILLS
Build, Repair & Troubleshoot IBM PCs & Compatibles, Install & Configure Multimedia System, Soundcard, CD-ROM, Install & Configure LAN Adapter Cards, Perform System Backup & Restore, Perform Preventive Maintenance, Internet connection and Browser Configuration, Install & Configure Fax / Modems, Install, Troubleshoot & Minor Repairs of Various Printers
COMPUTER SOFTWARE SKILLS
DOS 3.3 6.22, Win 3.1x, Win 95, Win 98, Win2000, Win XP, Exposure to Windows NT, Basic Networking, Install Video Card, IDE, and SCSI Device, Advanced Diagnostic Software, Memory Management, Virus Detection & Removal, Perform Batch File Programming in DOS, Microsoft Office 2003: Microsoft Word, Excel, PowerPoint, Install, Configure Application Software