Kateena Hayes

Work experience

Work experience
1996 - Present

Advisory Teleservices Rep

IBM Corporation
  • Provide telephone support and troubleshooting for systems ranging from individual PCs to large business systems such as AS400 and others.Respond to average of 120 calls per day.
  • First level of support; investigate problem, carry out basic customer-performed fixes and checks, identify problem, and either recommend solution or arrange technical support dispatch.
  • Coordinate communications between clients, technical support, engineers, and external service providers.
  • Train new employees on software applications such as CAD and Java Oasis used in support activities.
2005 - Present

Freelance Writer

  • Setup and maintain content for social media outlets such as blogs, Facebook, Twitter
  • Provide content for websites.
  • Publish and provide content for newsletters.
  • Write and edit speeches.
1995 - 1996

Customer Contact Associate

  • Received and responded to inbound calls from customers regarding long distance billing issues.
  • Identified problems and developed effective solutions.
  • Performed upsell of new, improved, or additional services, plans, and options.


2002 - Present

Certified Internet Professional

Kennesaw State University
1991 - 1993

Spelman College



Technical Skills

Applications:  Wordpress, Blogger, MS Office 2003/2007 Suite, Lotus 123/Freelance/WordPro Web Development:  HTML, XML, Javascript, Dreamweaver, SQL, Photoshop, Flash, Go Live