Maintaining and administering computer networks and related computing environments including systems software, applications software, hardware, and configurations.• Performing disaster recovery operations and data backups when required.• Protecting data, software, and hardware by coordinating, planning, and implementing network security measures.• Troubleshooting, diagnosing, and resolving hardware, software, and other network and system problems.• Replacing faulty network hardware components when required.• Maintaining, configuring, and monitoring virus protection software and email applications.• Monitoring network performance to determine if adjustments need to be made.• Conferring with network users about solving existing system problems.• Operating master consoles to monitor the performance of networks and computer systems.• Coordinating computer network access and use.• Designing, configuring, and testing networking software, computer hardware, and operating system software.

The IT Desktop Support Analyst 1 position installed, configured, repair and maintenance the workstations assigned. • Performed duties including the installation of software, installation of hardware or hardware components and assisting the customer with various computing duties to include the support of mobile devices. • The Desktop Support Tech 1 assisted the customer with basic issues and tasks. Worked with other analysts and team members assisted, as needed, with any troubleshooting or problem determination tasks.• Identified possible cost saving measures and brought them to management’s attention as relevant. Worked on assignments that were semi-routine where the ability to recognize deviation from accepted practice was required. • Processed detailed instructions for assignments. On-call rotation. The Analyst 1 performed other duties assigned.

Performed Tier 2 technical support to a variety of users. Demonstrated excellent Service Desk support including: impeccable customer service skills and technical experience. Experienced PC technical skills and training. • Received client queries from multiple customers regarding system problems or general inquiries by phone, e-mail or via web-enabled access.• Logged incidents and service requests into the ticket-tracking system.• Collected information regarding the incident or service request and documents details of the issue/question and troubleshooting steps performed into the ticket-tracking system.• Provided troubleshooting and resolution via phone, e-mail or remote connectivity tools (when applicable) for software, hardware, network/communications issues, and customer specific applications.

Tasked with resolving Tier 1 level interactions via phone and chat or escalating to Tier 2 upon Employee request or applicable resolution path. • Excellent computer navigation and data entry skills – Agent had utilized multiple systems to access Employee information, research issues, educate and solve the Employee’s reason for contact.• Handled and hold secure confidential and sensitive Employee information. • Diligence in accurately documenting Employee records and cases. • Excellent computer navigation and data entry skills – Agent utilized multiple systems to access Employee information, research issues, educate and solve the Employee’s reason for contact.

Provided excellent customer service while answering, evaluating and prioritizing incoming telephone, email and chat-based requests for assistance from end users experiencing problems or needing assistance with software.• Recognized problems, conducts research, provides resolutions and follows up with customers as needed, escalating more complex cases to the appropriate team • Logs and tracks calls using problem management database and maintains history records and related problem documentation • Escalated errors to Specialists and Supervisor according to process

• Performed basic installation service (Client System; CPU only)• De-Installation of Legacy (CPU)• Windows 10 Upgrade• As Needed Services Deskside Application Load• Peer-to Peer Data Migration • Redeployment of Legacy System (CPU and Monitor)

• Answer incoming customer inquiries• Record customer information within our customer service database• Engage with clients in a friendly and professional manner while actively listening to their concerns• Offer support and solutions to customers in accordance with the company's customer service policies• Other duties as requested

Provide fast, friendly service by actively seeking out customers to assess their needs and provide assistance; Provide information to customers in order to sell an entire project; Greet, qualify, recommend and close every customer in their department.

RESPONSIBILITIES 1. Sorts mail in delivery sequence for the assigned route. 2. Receives and signs for accountable mail. 3. Loads mail in vehicle. 4. Delivers mail to customers along a prescribed route and on a regular schedule by a vehicle; collects monies and receipts for accountable mail; picks up mail from customers' roadside boxes. 5. Sells stamps, stamped paper and money orders; accepts C.O.D., registered, certified, and insured mail and parcel post; furnishes routine information concerning postal matters and provides requested forms to customer. 6. Returns mail collected, undeliverable mail, and submits monies and receipts to post office.

• Excellent communication, decision making, and problem resolution skills • Managed base level IT support to consumer clients. • Supported customers with online billing and account issues.

• Verified incoming product from incoming shipments; verify product quality• Inventoried shipments and good with database management tools

ITT Technical Institute is a leading provider of technology-oriented post secondary degree programs designed to help students develop skills and knowledge they can use to pursue career opportunities in a variety of fields.The Dean promotes ITT Technical Institute’s mission by providing effective academic leadership and oversight of a campuses’ academic operations, instruction, assessment, faculty training and professional development programs, and library services. The Dean is responsible for the overall success of a campuses’ Academic Affairs department.

Responsible for fielded inbound chats from potential and existing customers and selling CenturyLink products and services on every call and worked on two chats at one time.Performing credit reviews, establishing accounts in the billing system, and providing customer service and solutions to problems. Assigned monthly sales quotas and must maintain customer service quality expectations to attain additional targeted sales incentive. Provided excellence in customer care!

• Prepared tax returns for clients, Used soft skills to retain customers and provide a fantastic customer experience• Team player who increased sales by 20% for local office• Seasonal employment

• Multi-tasked as Manager and Publisher of four weekly Mountain Empire publications which go to four counties with a circulation of 200,000• Finances: accounts payable/receivable, invoicing, insurance billing, budgeting• Supervision of six writers with good communication and strong customer skills for maximizing profits by 40% percent, Excellent customer service• Excellent communication and diagnostic skills, consistently solve problems reputation for productivity, complex problem resolution and professionalism.

Classes taught: Trained and managed a team of computer science students with computer graphics which include desktop publishing, webpage design, taught Microsoft Office Suite, and keyboarding• Oversaw basic computer and application training of hundreds of students over a eight year period• Prepared and followed teaching outline for course of study and assigned lessons with excellent communication skills• IT: Administrator and formatted network of computers eleven times a year. Assured successful installation of Windows operating systems and software application on a Windows based platform.

• Answered inbound calls from branch network customers in large call center while maintaining a high level of professionalism.• Worked for the Home Depot accounts.• Assisted customers to resolve issues they may have with their account within federal and company guidelines.• Documented all customer contact including address changes and processing financial adjustments to customer accounts.• Dependable and worked in a fast-paced environment.• Met individual and team performance goals defined by management.

• Handled unemployment insurance claims via Tennessee’s first unemployment call center• Mastered several computer software applications to provide first rate customer service

• Operated shifts with a crew of 20+ that handle customer sales and service• Responsible for daily money transactions, transfers and deposits• Increased sales by 40% by providing the best in customer service; Handled unemployment insurance claims via Tennessee's first unemployment call center• Mastered several computer software applications to provide first rate customer service• Part time employment

• Responsible for learning and selling a full range of Dell technology, products and services including desktops, laptops, printers, and software.• Sold to the customer primarily through inbound phone inquiries as well as through outbound calls.• Provided exceptional customer service to every customer by following a call model that will be used on every call.• Attended regular training sessions to learn and retain product knowledge and information on new policies and procedures.