Lisa Fernandes-Morris Email & Phone Number

Jacksonville, Florida, United States

Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.Addressed user customer service concerns and decided when to escalate problems to specialist team members.Engaged in user support interactions via telephone, chat and email platforms.Resolved common user concerns by utilizing.

Ocala, Florida, United States

Created help desk tickets, troubleshot and resolved desktop issues.Assisted customers in identifying issues and explained solutions to restoreservice and functionality.Determined hardware and network system issues using proactivetroubleshooting techniques.Used ticketing systems to manage and process support actions and requests.Provided Tier 1 IT support.

Windsor Mill, Maryland, United States

Managed Unix information system accounts, facilitating transfer of data thru active directory to usersHelped to build internal help desk and trained technical staff to provide support to 1,500 users for MS reorganization project in Washington DC.Reduced security risks through enhancing protocols and ensuring adherence to regulationsCreated support.

Windsor Mill, Maryland, United States

Worked as an administrator in the Identity Management / CMS Enterprise User Administration (EUA).Knowledge in AD architecture and infrastructure (LDAP, Directory Replication, group policy, security, schema changes, etc.)Trained end-users in best practices to minimize errors and protect key data.Analyzed system vulnerabilities and collaborated with IT and.

Columbia, Maryland, United States

Demonstrates proficient and expert knowledge of current server, desktop and laptop hardware system: network and desktop operating systems and firm wide standard applications and utilities.Performed diagnostics and troubleshooting of systems issues, documented help desk tickets/resolutions, and maintained equipments recovery lists.Provided onsite IT and AV.

Baltimore, Maryland Area

Prepared extensive correspondence and written Communication Prepared and changedreports, spreadsheets, and administrative documents as per requirements.Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service.Handled management of communication to executives by taking and making telephone calls, reviewing and.

Van Nuys, California United States

Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence. Reviewed and suggested improvements for diverse range of documentation, including interoffice correspondence, reports and presentations.Coordinated project materials by managing physical and.

Woodland, California, United States

Informed customers about billing procedures, processed payments and provided payment option setup assistance.De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Evaluated customer account information to assess current issues and determine potential solutions.Educated customers on special pricing opportunities and company.

Baltimore, Maryland, United States

Created and implemented process improvements to reduce workloads and bolster callback efficiency.Escalated customer concerns, store issues and inventory requirements to supervisors.Set up and activated customer accounts to maintain QA satisfaction levels.Answered 200+ inbound calls per day and directed to designated individuals or departments.Documented.

Baltimore, Maryland, United States

Reviewed and monitored call center representatives on all serviceAsked open-ended questions to determine customer requirements and help identify correct products and services.Established exemplary skills in verbal and written communication and active listening through working closely with customers and sales support staff.Expanded network by attending.