Stephnie M. Johnson Email & Phone Number

Fort Worth, Texas

 Provide Online Chat support for handling computer hardware and software, including printing, installation, word processing, electronic mail, Citrix and Windows operating systems Efficiently manage problem resolution while troubleshooting complex issues for end user desktop, voice, and corporate applications Analyze and report the performance and functionality of specific business system applications Consistently utilize AIG tools such as Service-Now, Bomgar, Active Directory, knowledgebase, LYNC, and RSA Console Handle internal calls as needed to alleviate high call volumes Research and resolved issues/inquiries daily for approximately 100,000+ users globally Escalate issues to the proper resolver groups when necessary and followed up on any escalated issues, all within a timely manner Communicate thoroughly with management, enabling effective information exchange and efficient process management Document all inquiry activities in the appropriate reporting system Provide responses to inquiries in writing using professional email skills

Fort Worth, Texas

Supported all product types for the help-desk or communication coordinator for a large business account client. Answered telephone, written or Internet-based inquiries of both basic and complex technical nature supporting the company's products and services. Support is primarily provided for specific points of contact designated by large business clients. Analyzed both routine and non-routine problems with wireless equipment, software applications, and network performance to identify problem root cause and recommend corrective action. Some interactions required deviation from standard screens, scripts, and procedures. Recommended solutions to customer questions which required follow-up or escalation to a higher level of expertise. Handled situations which required adaptation of response or research according to unique customer situations. Orientated, trained and supported other employees. Maintained logs of problems so recurring problems can be reported to product or service development.Skills: Blackberry Enterprise Server , Samsung Support, International Support, iPhone Support, M2M, Data Link, In-Building Solutions

Greater Chicago Area

Effectively used a combination of strong negotiating skills and retention tools to retain business customer accounts while performing a variety of complex customer service functions such as analyze and resolve billing inquiries and process payments.

Greater Chicago Area

Resolved new customer account set-up errors for the purpose of providing a great first impression of the company services.

Downers Grove, Il

Supervised the assembly line of five people to measure, cut and sew water resistant nylon easily attachable to inflatable tubes that took the formation of a tent.• Successfully developed a technique that provided waterproof stitching.• Implemented a plan to achieve quality production at a fast pace that met order deadlines.• Researched and communicated with 10 textile companies.• Contacted and placed orders with distributors to assure having necessary supplies to produce an end product.

Brundidge, Al

Served on the third position of an assembly line that produced women and girls bottom underwear.• Superceded the minimum required production rate to secure my position.• Consistently produced high quality work.

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