Teri Backfield Email & Phone Number

Conway, South Carolina

• Take inbound networking support calls for Comcast from my home office.• I troubleshoot Internet connectivity for devices that will connect to the Internet such as computers, smartphones, printers, gaming consoles, smart TV's, etc. • Help customers with port forwarding & firewall settings, DNS settings, and email configuration when needed. • Remotely connect to customer devices for troubleshooting and administrative purposes.

Myrtle Beach, South Carolina Area

• Handled challenging technical support calls in a call center environment.• Remotely connected to customer servers for troubleshooting and administrative purposes.• Assisted with basic technical support such as replacing defective devices/hardware, setting up accounts on management consoles, managing RSA tokens, and pulling raw security log data. • Setup customer alerting and notifications.• Built custom reporting for customers based on need.• Identified internal infrastructure outages and escalated issues to engineering for resolution.• Provided detailed and accurate documentation and instructions to facilitate use of managed security services.• Provided thorough written resolutions and analysis using a Remedy ticketing system.• Created Jira’s for customer interface issues.• Logged and correlated customers/issues for faster development resolution.• Met 15 minute inbound response and 1 hour resolution team goals.• As a dependable team member I worked on weekends and holidays as needed.• Acted as a role model to teammates by frequently assisting with questions and providing documentation.

• Designed, programmed, uploaded, and scheduled all email marketing campaigns for the thirteen resort properties composing VacationMyrtleBeach.com. • Developed and implemented many online marketing campaigns including flash banner advertisements, landing pages, and text/PPC campaigns.• Managed email marketing databases and created custom filters for targeted marketing using query tools.• Developed and built website content.• Utilized tracking tools such as Omniture and Google Analytics to measure website traffic.• Managed Internet presence on social media including Facebook, and Twitter.

Independently managed email campaigns for over 50 clients. Designed email marketing layouts and programmed email newsletters. Converted ads and postcards into HTML email campaigns. Software solutions used for email delivery included ZMail, EmailLabs, and Listrak. Learned and followed best practices for online marketing and email marketing. Performed keyword research and improved website rankings for search engines (SEO).

Processed negatives, checked ads and pages for accuracy, and prepared plates for the press. On-the-job accomplishments include programming a script to automate Southern Business Journal fine print processing, minimizing errors before press start, and disaster recovery when systems failed. Skills obtained include laying out the classified section with Quark, and working up photos using Photoshop.

Independently designed a website for Technology Support Services using HTML, CSS, & JavaScript. Worked in a team environment to maintain an Apache Web Server running on a Fedora Core server.

B.S, Information Systems Technologies

A.A.S, Computer Information Systems