Lisa Mcdaniel Email & Phone Number

Richardson, Texas, United States

Richardson, Texas, United States

Dallas/Fort Worth Area

Copart (Contract Position)Service Desk Support Tech I – Supporting Wrecking yards with hardware, and software.•Account Support – Unlocking preparatory accounts – Giving Access to systems.•Software Support – Troubleshooting Preparatory software uninstalling and installing.•Hardware Support – Supporting & calibrating, Windshield, Barcode, Check, and Network Printers. Supporting M1 and M2 (mobile) devices. Desktop and Laptop hardware support

Dallas/Fort Worth Area

Texas Capital Bank (Contract Position) Service Desk Technician - Supporting Bank employees with their hardware, software, and network.•Account Support – Unlocking network and other preparatory accounts.•Software Support – Supporting preparatory software, installing, uninstalling. •Hardware Support – Troubleshooting laptops, desktops, printers, and scanners. •Phone Support – Supporting desk and mobile phones. Desktop phones voicemail pin reset, unlocking accounts. Mobile phones- installing and supporting MobileIron.•Network Support – Diagnosed network issues, then escalated accordingly

Dallas/Fort Worth Area

Hilltop Securities (Contract Position) – Dallas, TX 06/16-11/17Service Desk Representative - Supporting Hilltop Securities employees, correspondents, brokers & end users •Account Support – Resetting/Unlocking Network accounts via AD.•Software Support – Resetting/Unlocking CSS, AdvisorEXP, Voicemail, and RemitPro accounts. Install and uninstall proprietary software. (CSS, Advisor View, VPN). •Hardware Support – Supporting laptops desktops and printers.•External Users – Assisting users with viewing their accounts via the ClientEXP. Resetting/Unlocking passwords, and assisting with account registrations.•Phone Support – Setting up Cisco phones and IP Communicator via CUCM Admin.

Dallas/Fort Worth Area

Club Corp (Contract Position)Help Desk Analyst - Supporting golf clubs with their network and pcs.•Account Support – Resetting/Unlocking AD, Oracle, PaymentNet, Zimbra, and ITMS accounts.•Software – Installation of company approved software System reimaging. supporting ClubCorp proprietary software systems -Hardware: Support PC, laptops, printer’s peripherals & network hardware •Network Support- Provide support of all network, wireless and VPN connectivity.

Lewisville

Help Desk Analyst -Supporting Symetra Financial employees with pc and account support.•Account Support- Unlocking/Resetting Active Directory and Mainframe accounts. Performed Account Request/Termination•Software – Supported Proprietary systems, supporting Outlook, Troubleshooting profile and PST issues. Hardware –Desktop PC scanning and printing.•Network - Troubleshooting network and VPN connectivity. •Phone Support - Setting iPhone and Android phones up with GOOD.

Plano

Interface Security Systems (Contract Position) Help Desk Technician - Working with customers and field agents on camera and alarm security systems.•Resolving client’s requests on the phone, including technical difficulties, complaints, inquiries and requests for service. •Successfully provide troubleshooting support to customers with alarm system, video system and digital voice issues. Must have a thorough understanding on how to assist customers with video retrieval, camera labeling, transferring video, configuring remote setup, portal inquiries and alarm panel changes. Uninstall and reinstall software, diagnose hardware related issues and place sites on test per technician or customer request. •Assist field technicians in troubleshooting, installing and programming, of all alarm, audio, CCTV and high tech electronic security equipment supported by Interface Security.

Coppell, Tx

Help Desk Technician 1st level -Supported Raytheon Missile Defense Systems & Covanta Energy•Account Support-Unlocking and reset network passwords via Active Directory – Resetting RSA Tokens granting access to systems.•Hardware Support – Laptop and desktop support – Printer scanning support, and barcode scanners•Software Support - Microsoft Office Suite, Windows XP, Windows 7, Unix and Citrix, Lotus Notes, Sametime, Anyconnect VPN Software and other preparatory software•Network Support- Diagnosing outages , wireless connectivity and VPN Remote connectivity over VPN, and wireless connectivity•Phone Support- Blackberry using BES. iPhone and Android units in using Microsoft ExchangeSecondary Covanta responsibilities for CSC employees •Creating Requests for CSC employees supporting Covanta Energy. Working with Covanta managers to implement new software and hardware changes. Quality assistant daily scrubbing of tickets to insure processes are met and followed and to insure the quality of incident tickets. Making sure call to ticket ratio is consistent.•Team Trainer for new hire and continued training for existing agents in new and changing processes.•Technical Writer, creating knowledge base articles for assisting agents with troubleshooting clients incidents. Team SME assisting agents with questions on processes and procedures.•Providing leadership and work guidance to less experienced personnel.

Mesquite, Tx

Assisting customers to make sure they have enough information to make an informed vehicle buying decision. Helping customers with new and pre-owned cars, trucks, and SUV’s.•Trained new Business Development center employees in the usage of Trophy Nissan Tools such as Dealer Socket, and Call Measurement.•Making sure business procedures are being met and followed•Knowledge of DealerSocket, a tool used for tracking customer requests, keeping notes , customer contacts, setting appointments, tracking appointments, and sold customer.•Worked with call measurement, a system used to record all phone calls to and from customers. •Successfully completed rigorous testing to acquire Nissan Sales Certification.

Addison, Tx

Troubleshooting and Supporting hardware and software how to on Apple Products.•Analyze customer’s problem and drive to call resolution. Troubleshooting and Supporting hardware and software how to on Apple Products•Diagnose and provide a path to resolving inquiries related to all aspects of the mobile device, including hardware, software, networking and interactions with the host computer OS and applications.•Accurately log all interactions in the customer relationship management system.•Achieve call center metrics including average handle time, schedule adherence and accuracy.•Recognize and adjust approach to all levels of customer’s experience.•Educate customers on support options, and the steps being taken to resolve their issue(s).•Communicate positively with team members, customer and other partners.

Irving, Tx

Responsible for hardware orders through the FCI wiring system. Then delegating the, wires, VR’s, and email templates to the Workflow and Transactional teams. Creating and providing second day response for new hire employees of CitiBank. •System configuration admin for USB port approval. •Logging into XP systems backing up critical files and implementing from XP to Vista.•Used VPN to remote into XP & Vista systems to installing network printers.•Connected Via VPN into Smith Barney clients systems to install USB devices.•Ordering and setting up clients Blackberry devices.

Plano, Tx

•Provide technical assistance for mortgage lenders laptops and workstations. Troubleshooting and Supporting hardware and software for the mortgage side of Countrywide.•Creating trouble tickets with Remedy. Escalating tickets to proper departments.•Supporting wireless devices, PDA’s & Blackberry’s. Configured devices to be 100% wireless.•Configured laptops and workstations with Lotus Notes, vpn software, and preparatory software.•Security Admin in supporting loan officers with password resets, unlocking of accounts with in Active Directory. •Provide how to questions on preparatory software•Supporting Lotus Notes in the areas of, creating lotus notes id’s, backing up data bases, uninstalling/reinstalling, importing/exporting information to excel, and how to questions.

Dallas, Tx

Provide technical assistance for over 14,000 business partners in the Global Wealth and Investment. Troubleshooting and Supporting hardware and software, Supporting the Global Wealth and Investment Management side of Bank of America.•Manage lines of business using Windows 2000, Windows XP, and Exchange Server .•Remotely install, configure and troubleshoot over 200 proprietary and non-proprietary applications.•Created trouble tickets through the Remedy system. Escalated tickets to the right department in order to resolve trouble tickets.•Web based application support for applications using Java, ActiveX, Siebel, Crystal Viewer, Prizm, etc.•Diagnosis and repair of LAN connectivity issues; WAN maintenance with external vendors for various applications over FTP, UDP, and TCP/IP; Remote connectivity over VPN connection.•Supported and setting up of Blackberry /PDA. Installing/uninstalling desktop manager, syncing exchange server email to device.•Secondary support for the PCLink Helpdesk servicing over 10,000 Private Bank clients.•Supported Microsoft Office 2003, and Outlook 2003, backing up PST and PAB files, Installing/uninstalling of office suite, setting up exchange email, and how to questions .•Security Admin in resting/unlocking passwords, updating information, and granting permission through Active Directory.•Created processes and reference guides for group knowledge base. •Trained Team VPN classes on new and updated M.A.S (mobile access services) software. •Top spirit card recipient on the GWIM Helpdesk 2006

Dallas, Tx

Working for third party support for Circuit City’s PC warranty department•Supported all hardware on desktop and laptop computers for Circuit City and their peripherals, monitors, digital cameras, printers, multifunctional printers, scanners, and PDA’s. Once hardware failure was determined, dispatched technicians for onsite repair. •Fee Based Software support in installation, troubleshooting and “how to” questions with preinstalled software, including Microsoft Office 2003, Works, Outlook, Internet Explorer, Norton Anti Virus, McAfee Anti Virus, Roxio EZ CD Creator, and Nero Burning, Supported the OS Windows ME-XP Mac OS 10.•Cross sales and up selling of Circuit City Products to customers who needed merchandise such as, Software to find and delete virus, and spy ware. Have sold backup drives such as thumb drives and external hard drives. If customers contract was expired or they wished to upgrade their existing system sold Computer packages, monitors, PDA’s, digital cameras, RAM, and computers.•Beta testing of networking software for the Assurant Solutions to distribute to customers to help them with their home networking.•Took part in Cross Sales Pilot program, success in this program kept the Circuit City Contract.•Team Captain in Cross Sales competition. (I led the company with highest sales and transfers)

Carrollton, Tx

•Provided technical support in areas of installation, troubleshooting and “how to” questions with preinstalled software, including Microsoft Office 98, Office 2000, Office XP, Works Suite 2000 & 2001, Roxio Direct CD, Music Match, and Norton Anti Virus.•Supported various operating systems including Windows 95/98/ME, Windows NT/2000 and Windows XP Professional. Working for third party vendor on several contacts.•Provided Multi-Vendor support in regards to application and hardware interoperability; using various software and hardware solutions. With Desktop support.•Provided technical support with Internet TCP/IP Connectivity, email access, and Internet Explorer configuration for clients connecting via cable modem connections and dial up connection.•Telephone support for various financial websites in the areas of usability, access, and account management. Developed and maintained intranet resource for project group.•Conducted quality, performance base evaluations and reviews of agents in the India call center to ensure standards were met in areas of English language use, pronunciation, and grammar. •Led team in setting up new knowledge base for team. Helped write processes for the knowledge base.

Associate'S Degree, Computer Science, No - Missed By 1 Math Class - Moved Out Of Country

High School, General Studies

After a serious accident in 1987 I finished my high school studies and graduated with the class of 92