IT specialist with more than 3 years experience including help desk technical support, data mining/analysis, and professional services.
Technical help desk experience Knowledge of programming languages Excellent communication skills Strong Microsoft Office proficiency, particularly Excel 2003-2007
Experience in various operating systems Strong problem solving/troubleshooting skills Strong collaborative skills Incident management Content management Technical documentation
November 2011 to Current NCR Corporation Bentonville, AR Business Support Systems Specialist
Provided reports and analysis for various executives and field management in the NCR Services organization. Collaborated with customer care center management to ensure smooth work flow and efficient organization operations. Created extensive documentation for daily and weekly report tasks. Streamlined numerous reporting and analysis tasks via automation development in Excel.
March 2011 to November 2011 NCR Corporation Bentonville, AR Professional Services Consultant
Reviewed and upgraded outdated help files for technology tools used by thousands of help desk and field users. Also created new help files when necessary to reflect new processes and tools. Responsible for performing unit testing, integration testing, performance testing, functional testing, client acceptance testing, and user interface testing using the plans, tools, and scripts developed. Facilitated the development team through diagnosis, problem recreation and prioritization.
May 2009 to March 2011 NCR Corporation Bentonville, AR Advanced Help Desk Agent
Provided technical support over the phone to NCR Customer Engineers onsite at Walmart locations. Diagnosed and helped to resolve issues with servers, PCs, thin clients, time clocks, and other back office equipment. Awarded NCR "Key Performer" Award for the month of September 2010. Recognized by Walmart as an "Above and Beyond" partner for outstanding customer service
September 2008 to May 2009 NCR Corporation Bentonville, AR Point-of-Sale Help Desk Agent
Provided technical support to Walmart associates for point-of-sale equipment over the phone. Diagnosed and remotely resolved 60 percent of issues reported, and intelligently dispatched an NCR Customer Engineer to the site when a remote resolution was not possible. Recognized by Walmart associates multiple times for outstanding customer service due to exceptional attitude and aptitude.
Education and Training
2010 Franklin University Columbus, OH Bachelor of Science Information Technology
Magna Cum Laude President's List, Winter 2008 - Summer 2009 Dean's List, Fall 2009 - Winter 2010 Certifications: CompTIA A , Network