More about the
candidate:
Shanna Lawrence
Summary of Qualifications
Great people person skills. Experienced customer service professional. Excellent communicator in Government, Commercial, and Telecommunication environments. Quick learner and able to work equally well independently or in team environments. Able to utilize resources available to accomplish any goal.
Assertiveness Persistence Organized
Inquisitive Logical Problem solver
Results orientated Self Starter Detail Oriented
Education
CareerTrack - Fred Pryor Seminars – Mastering Microsoft Access, Microsoft Excel, Advanced Microsoft Excel
Associates Degree – Computer Information Systems
Blair College, Colorado Springs, CO
Learned knowledge of C++ and Visual Basic Programming Language, HTML Web Design
Supervisory Skills
Tier 2 Hot calls
Supervise floor technicians on policy and procedure for all incoming support calls
Scheduling Time off requests to insure phone coverage
Handle employee questions and concerns about any of the policy and procedures
Mediator for conflict within the office.
Monthly performance assessments for floor technicians
Daily schedules, OT and vacation approval
Administrative and Office Manager Skills
Used as Liaison between Corporate headquarters and site employees for HR issues
Maintain Organization Charts and contact lists
Processing timesheets for payroll. Maintain log of sick, vacation, holiday
Maintain employee files
Receive and approve invoices for payment
Process Terminations, Separations and create certification certificates
Maintain inventory and supplies. Maintain services on all office equipment
Accurately prepared paperwork to bill customer $250K a month for services rendered
Examined expense reports prepared by technicians ensuring accurate cost assessments
Organize company holiday functions for multiple organizations
Computer Experience
Demonstrated proficiencies in the following applications:
HP internal systems, Smartbuy, E-victor, Jupiter, Rapid, Omega, and Rosa for shipping
Windows 95/98/NT/2K/XP/Win7/2K Server/W2K3 Server
MS Office Professional/Office 2000/Office XP/Office 2003/Office 2007 Suite
Clarify, Service Desk, Remedy CRM, Siebel Systems CRM and Nightfire
Use of Phone Company specific address validation systems. Knowledge of internal ordering systems for Qwest and Ameritech
Professional Skills
Basic knowledge of Exchange 2000 and 2003 management
Procurement for multiple external customers worldwide, work with technicians and PMO’s to ensure proper equipment is ordered
Designed and implemented Point of Sale and Customer database for bi-weekly and Monthly backups
Monitor trouble ticket queues for contractual support compliance
Maintain daily/weekly/monthly reports for supervisors and management
Received incoming calls from Helpdesks and Technicians working on Government contracts
Initial contact with customers when calling into the 800# customer support center for Software and Hardware support
Dispatched technicians for customer trouble in agreement with each Government contracts using Dispatch 1
Member of the Systems Down team to ensure that incoming calls were received and dispatched while call handling systems were unavailable
Logged and routed calls to appropriate support teams
Trained co-workers on various duties to be performed
Communications
Schedule & arrange meetings and “Coffee Talks”
Update, produce and ship Training documentation
Sales and Travel flyers
Semi-annual sales mailer
Update Website
Work History
July 06 to April 08 Hewlett Packard
Exchange Admin II / Administrative Assistant
Oct. 2004 to July 06 VIA Information Tools contracted to HP
Exchange Admin II / Administrative Assistant
Aug. 2003 – Oct. 2004 Underwater Connection
Retail
Feb. 2001 – April 2003 Actiontec Electronics
Office Manager, Technical Support Lead, Floor Technician
Nov. 1998 – Feb. 2001 General Dynamics
Tier 1 Ordering & Loop Acceptance Tech, Customer Service Representative.
Nov. 1996 – Nov. 1998 Tech Aid contracted to Digital Equipment Corp.
Customer Service Representative
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