Did Andrea pay someone for these words?
Incisive IT Professional eager to contribute exceptional support expertise, sales background, and relationship-building skills toward supporting a dynamic organization in optimizing revenue growth and performance.
Andrea Schnabel Resume: Customer Support / Help Desk / Admin
Posted by: "andrea schnabel" trappy38@yahoo.com trappy38
I'm seeking employment in Customer Support / Help Desk I and Administrative Assistant positions.
Thornton, CO 80602
Cell: 303.587.7276
trappy38@yahoo.com
Incisive IT Professional eager to contribute exceptional support expertise, sales background, and relationship-building skills toward supporting a dynamic organization in optimizing revenue growth and performance.
QUALIFICATIONS PROFILE
•Outstanding capabilities in scrutinizing, diagnosing and rectifying complex technical errors and issues.
•Strong experience in performance tuning and system optimization, data analysis, remote support, preparing detailed instructions for enhancements and bugs, PC maintenance, and networking.
•Strategically combine veracity, sharp prioritization skills, and a collaborative work approach toward consistently meeting or exceeding employer and/or client expectations.
•Extremely versatile; easily adapt to new roles, responsibilities, technologies and environments.
•Adept at software installations, end user training, final call resolution, team training, network diagnostics, and configuring user accounts.
•Offer almost four years of sales experience for Hewlett-Packard, the largest technology company in the world.
TECHNICAL EXPERTISE
VMware Novell Client Novell ConsoleOne
SalesForce
Microsoft Word Microsoft Excel Microsoft PowerPoint Microsoft Outlook
GroupWise Heat SparkHawk GotoMeeting
Logmein WEBEX Jira Client
PROFESSIONAL EXPERIENCE
E-Markets, 2010
Technical Support Analyst
•Researched and diagnosed issues with software application. When clients would e-mail or call in with issues.
•Spearheaded – communication with Dow Plot Agro Science's while application was being re-built for them to their specifications.
•Used Jira Client and Jira Web to build tickets for clients.
•Provided phone support to Agricultural companies.
Catalyst Repository Systems, 2008 to 2009
Tier II Technical Support Analyst
•Spearheaded full-scope technical support while establishing, nurturing and maintaining exemplary customer relationships. Leveraged polished troubleshooting capabilities to facilitate and ensure swift issue resolution.
•Meticulously reviewed SQL statements to validate efficient resolution of all application issues.
•Provided daily phone and email support to Project Managers and Lawyers daily.
•Pro-active in assisting Team lead help other Technical Support Analysts with issues they received from clients.
Professional Experience continued …
Mortgage Cadence, 2007 to 2008
Software Support Representative
•Analyzed, researched, diagnosed and resolved frequently complex technical issues for customers.
•Proficiently utilized case and bug tracking systems while accurately documenting issues and solutions.
•Exercised a team player work ethic to collaboratively and expeditiously rectify customer issues.
•Demonstrated superior diagnostic talents in analyzing SQL Server databases via Query Analyzer, Profiler and Management Studio tools.
•Successfully uncovered and amended critical user-related and configuration issues on an enterprise-level application.
Various companies, 2007
Tier I and II Technical Support
•Served in a contractual capacity for organizations requiring short-term helpdesk specialists.
•Seamlessly transitioned smart client application to web client application for PowerPoint presentations and provided software training to end users.
•Prepared and configured computers for new employers by uninstalling and re-installing software.
•Administered Active Directory inclusive of adding and deleting users and groups.
•Communicated remotely with clients to rapidly solve technical issues vital to business continuity.
Affiliated Computer Services (ACS) TripPak Services, 2005 to 2007
Help Desk / Relationship Manager
•Diligently monitored systems to anticipate and rectify solutions prior to customer inquiries.
•Used SQL to identify source of problem, applied corrective action, and ensured consistent client satisfaction.
•Merged first-rate communication, interpersonal, listening and technical skills to maintain East Region client base.
•Spoke to irate users and able to calm them down within the first couple of minutes of phone call.
•High volume of Phone and Email Support.
•Pro-active in assisting team lead with issues.
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PRIOR BACKGROUND:
Loan Officer, Pulte Mortgage, 2004 to 2005
IT Contractor, self-employed, 2003 to 2004
Sales Associate, Hewlett-Packard, 1999 to 2002
EDUCATION
Bachelor of Science in E-Business, University of Phoenix, Lone Tree CO, 2002
AFFILIATIONS
Member of HDI (Help Desk Institute)
