Latoya Joseph Email & Phone Number

Mcdonough, Ga, Us

Raleigh-Durham, North Carolina Area

• Provide technical support expertise for an all flash storage array with other Dell EMC² products and systems as well as non-Dell EMC² computer systems being operated by customers.• Apply technical support expertise to customer service requests that may be received through automated dial-homes, voice initiated technical calls from customers, partners, remote maintenance calls, internal Dell EMC² employees, chat and web support calls.• Monitor and respond to alerts for storage and server technologies uploading log files for analysis.• Work closely with peers and internal subject matter experts to increase knowledge and resolve customer issues. • Analyze system logging, research and deep dive investigation to identify the source of customer issues.• Document each step and interaction of any issues or with customer to update the process while moving toward closure.• Use trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems.• Ability to manage work volume, multitask several critical issues simultaneously.• Manage customer service requests and incidents in multiple customer relationship management systems.

Raleigh-Durham, North Carolina Area

Provides level one technical support in a call center environment. Consult with Field Service Engineers and other support staff; apply technical knowledge to diagnose problem; refer to technical manuals and schematics; requests assistance, as necessary, from more senior staff; follow-up with local service personnel to ensure problem resolution and customer satisfaction.- Maintain case ownership & accountability while maintaining a high call volume / resolution rate.- Follow up on problems, identify recurring issues, process status, and follow through with customer.- Maintain documentation and service reports via electronic reporting.- Maintain a knowledge base of the products, prices and services available to the customer.- Operate within acceptable parameters of call handling expectations and escalate case as needed.- Foster positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional manner; resolving problems in a timely and efficient manner.- Represent Call Center interests on cross functional project teams as needed.

Fayetteville, North Carolina Area

Integrate the installation, operation, training and maintenance of information systems, to include garrison and battlefield automated systems. Assist in unit level training for automation and communication systems and Signal support equipment. Assist in staff supervision of information services. Execute unit level maintenance programs for Signal network equipment. Implement all Information Management policies and regulations and maintain all required certifications. Identify computer-user problems and coordinate to resolve them, configure and monitor local networks, hardware and software. Compile, enter and process information. Provide customer and network administrative services such as passwords, electronic mail accounts, network security and troubleshooting. Preparation of life-cycle management, editing, and testing of computers.

Afghanistan

• Responsible for managing outages and migration to new system implementations on the voice and data infrastructure.• Maintained 100% control over $500,000 in IT and communication equipment for property accountability and availability.• Developed technical reports, system/network documentation, standing operating procedures (SOPs) and disaster recovery.• Maintained all assigned IT and tactical communications equipment; including but not limited to tactical radios, servers, workstations, wireless, security, switches, VOIP and printers.• Undertook troubleshooting network connectivity problems and day-to-day operations over 3 different domains for 182 users.• Installed and configured 6 new Window 2008 Servers.• Help Desk / End-user support for hardware, software on Windows XP and Win7 operating systems.• Recommended, evaluated and purchased IT assets.

Greater Nashville Area, Tn

Dedicated to delivering a world class customer experienceComfortable working within a fast-paced environment; high inbound call volume, multitaskingResolve customer issues regarding billing, products, servicesUse multiple online resources and computer systems to solve customer problemsProvide basic troubleshooting on service and equipment issuesProvide wireless solutions to best suit the needs of the customerAdapt to changes at workAdhere to structured schedules and shiftsMaintain a positive and professional attitude while communicating effectively with customers over the phone

Clarksville, Tennessee Area

Compute taxes owed by following tax code. Prepare or assist in preparing simple to complex tax returns for individuals or small businesses. Help taxpayers by using their federal, state and local codes and see to it that clients receive the maximum benefit permitted under the law of government. Uncover potential deductions and credits. Advise against potential tax liabilities. Ensure clients do not pay unnecessary taxes. Review financial records such as income statements and documentation of expenditures. Interview clients to get a thorough picture of financial situation. Verify totals on past forms for accuracy. Calculate and invoice for form preparation fees. Consult tax law handbooks for especially difficult tax returns. Resolve customer complaints. Recommend additional products and services. Prepare tax returns using electronic filing software. Ensure a copy of the completed return is provided to the customer.

Hopkinsville, Kentucky

Deployment, installation, operation, and unit level maintenance of multi-functional/multi-user information processing systems. Provide technical assistance to resolve problems for information services support personnel, functional users and functional staff. Compiles output reports in support of operations. Ensures that spare parts, supplies, and operating essentials are requisitioned and maintained.

Computer Information Technology

Network And System Administration/Administrator