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 preset issue resolution scripts.Entered service tickets into incident tracking system to facilitate faster problemidentification and resolution. Diagnosed and troubleshot hardware, software and network issues.Researched and identified solutions to technical problems.

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 to non-technical internal users through desk sidesupport services.Responded to support requests from end users and patiently walkedindividuals through basic troubleshooting tasks.

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 documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support teamOversaw user provisioning efforts, verifying credentialing policies, security and maintenance to encourage safe sign-ins.Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.

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 business teams to eliminate vulnerabilities in support of internal and external audits.Delivered training classes to all CMS employees as well as the contractors that are under many companies that CMS has hired to support the Center for Medicare and Medicaid for all computerWindows Server administration, systems documentation, backup configuration, systems performance monitoring, systems availability monitoring.Knowledge in Information Systems Security Professional (CISSP)Coordinated and implemented network security measures to protect data.Troubleshot and resolved problems with programs and systems.

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 technical support for 30 staff members.Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.Processed average of 120 inbound and outbound technical support calls.Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.Created new accounts, reset passwords and configured access to servers and file management software for users.

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 prioritizing mail and composing and typing correspondence.Greeted visitors or callers daily to handle inquiries or direct to appropriate persons. Monitored attendance records by taking note of staff vacation time, sick days and personal days.Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs.

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 digital files, monitoring spreadsheets and updating reports.Directed customer communication to appropriate department personnel and offered information to resolve inquiries, boosting customer satisfaction.Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.

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 offerings. Set up and activated customer accounts to maintain QA satisfaction levels.

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 conversations with customers to track requests, problems and solutions. Informed customers about billing procedures, processed payments and provided payment option setup assistance.Investigated technical issues using knowledge base and personal experience to complete timely resolutions.

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 industry events, identifying and pursuing leads and establishing rapport with new clients.Promoted accessories and cross-sold additional products and services through use of active persuasion.Supported Verizon customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.Informed customers about billing procedures, processed payments and provided payment option setup assistance.Set up and activated customer accounts to maintain QA satisfaction levels.