Heather Brion Email & Phone Number

Reston, Va

Help Desk Engineer with Dataprise, hosted tecnology company, providing users with desktop and server support remotely. I will be starting this new position this coming Monday, September 13th.

Manage 40 clients, 1900+ seats of end users, handling escalated cases, communicating with end users via email and phone, remotely connecting to machines to troubleshoot issues.Responsible for preparing and presenting at least 2 training sessions per year to Tier I technicians and peers.Complete and publish 12 Knowledge Base articles as part of fulfilling training requirements.Maintain an average case load of 25 cases, 6 case closures, and 18 case touches, and at least 5 hours available time in Apropos Time Management system to take incoming calls for existing cases and overflow on new case calls per day.

Answer questions regarding printers, PC's, Routers, Faxes, Printers and instructing them how to set them up.Responsible for supervising up to ten employees per shift; delegation of duties, managing project completion, scheduling tasks, assigning focus areas, assisting in customer service issues, and responding to questions and resolving any issues.Handle technical support issues for PC's, printers, fax machines, and copiers. Responsible for the knowledge of every computer, copier, printer, and fax machine product. Handle customer service issues regarding returns, damaged or defective merchandise, incomplete or missing orders, researching rebate issues, and responding and resolving to any customer service complaints Key player in implementing the transition into a new inventory management system and streamlining stocking and receiving.Manage completion of reporting including deposit paperwork and verification, auditing reports, register audits, and inventory reporting.Provide management coverage in the Copy and Print center including copier maintenance, receiving and completing customers' print and design orders, digital printing, placing vendor orders / customer orders, typesetting and creating custom documents, handling customer service issues.Responsible for furniture department including maintaining current and full displays, updating and executing planograms, price changes, processing customer orders, troubleshooting customer service issues, and supervising overall maintenance of the department.

Minor troubleshooting POS, PC's, and printers as needed. Supervised two to four employees per shift Played key role in setting up new store and assisted in the grand opening of the location.Received shipments and processed paperwork for shipments. Handled currency and deposited daily bank transactions. Placed and received orders from vendors, and reset store planograms.Responsible for managing yearly and seasonal inventories and documenting inventory. Responsible for all hiring and terminating employees within the store; supervising completion of all necessary paperwork for new hires, managing new hire orientation, and completing, scheduling, and submitting work schedules.

Responsible for placing client orders, overseeing order completion, data reporting and delivery.Working in tandem with IT, Scheduling, and the Editing/Quality Control departments to insure client programs were implemented and executed correctly.Handled customer service issues via telephone, email, and personal visits with clients including maintenance of current programs, improvement on completion percentages, and improvement in areas of data reporting and data retrieval, and implementation of new programs.

Assisted in designing internal website.Minor troubleshooting on PC's, printers, and fax machines as needed. Answered internal / external inquiries, Facilitated correspondence; handled and balanced COO's schedule. Placed orders for clients, handled travel arrangements, coordinated staff / client meetings, set up conference calls, and distributed tasks to department managers.

Microsoft Training For Microsoft Certifications

Coursework includes: Microsoft Windows XP Professional 70-270, Managing and Maintaining a Microsoft Windows Server 2003 Environment.

Concentrated Studies In Computer Information Systems