Danielle Boyd

  • Goldsboro, North Carolina Area, US NC

Work History

Work History
Oct 2013 - Sep 2014

Helpdesk Analyst

O'Berry Neuro-Medical Treatment Center
  •  Provided remote and desktop support for over 450 end users’ by computers via LANDesk remote management system Responded to tickets by providing Level 1-3 support for hardware and software issues via phone and in person as needed Supported all Microsoft applications (Windows 7, Word, Outlook, Excel, PowerPoint, etc.) and provided hardware support and installing during Windows 7 upgrade also support older visions of Microsoft during the update process 
  • Confirmed and improved existing programs objectives and specifications by studying user objectives, testing compatibility with existing hardware, comparing programs with established new policies and procedures, recommended changes, and made modifications
  • Placed software and hardware into production by loading software into computer, (installing new motherboards, scanning for any errors, installing a hard drive, installing all necessary software like LANDesk, Active Dicertory, Printer Access, verifying the tcp/ip is on the network, installing McAfee Security, and setting admn rights) establishing connections, and entering necessary commands.
  • Maximized use of hardware and software by training users, interpreting instructions, and answering questions. Maintained system capability by testing computer components Prepared reference for users by writing operating instructions 
  • Maintained client confidence and protects operations by keeping information confidential
  • Maintained professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies
  • Organized, updated, and maintained an accurate inventory log Confirmed and improved existing programs objectives and specifications by studying user objectives, testing compatibility with existing hardware, comparing programs with established standards, recommending changes, and making modifications
Oct 2008 - May 2013

Technical Customer Service Representative

AT&T
  • Team Lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees
  • Provided computer help desk support via telephone communication also via LANDesk. Strove for quick complaint resolution and was commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues
  • Performed diagnostics and troubleshot system issues/errors while documenting help desk tickets/resolutions Implemented effective customer satisfaction strategies by identifying root cause of problem.Providing Exceptional Service ... Building Loyal Relationships ... Solving Problems ... Increasing Sales
Jan 2001 - Feb 2006

Supervisor

RGIS
  • Supervised teams of 10-14 employees during inventory counts
  • Organized and completed inventory counts in multiple locations simultaneously
  • Assisted with the interviewing and training of new hires
  • Scheduled inventory counts for new and existing customers
  • Supported “Loss Prevention” in recovery of missing inventory
  • Maintained a high level of confidentiality in all duties while providing excellent communication skills & building customer relations
  • Built positive relationships with clients thus gaining their trust and confidence
  • Established and managed flow plans for inventories to ensure productivity and accuracy standards were met
  • Acted as liaison between team members and store personnel
  • Trained or assisted in training team members to help improve accuracy and productivity
  • Completed the Team Leader Certification program

Education

Education
2005 - 2005

Fayetteville State University
2001 - 2003

Wayne Community College
President for two terms of the Criminal Justice Club

Skills

Skills

Installation 

TCP/IP

Routers

Active Directory

Software Installation

Process Improvement

Call Centers

Troubleshooting

Management

Program Management

Team Leadership

Networking

Leadership

Computer Hardware

Customer Satisfaction

Customer Service

Internet Services

Interviews

Oracle Applications

Conflict Resolution

Confidentiality

Corporate Trust

Customer Oriented

Customer Service Representatives

Auditing

Inventory Management

Computer Network Operations

Browsers

Telecommunications

DSL

Router Configuration

Wireless Networking

Supervisory Skills

Technical Support

Training

Public Speaking

Photoshop

Teaching

Outlook

Research

Windows

PowerPoint

Microsoft Word

Microsoft Excel