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Work experience

20052013

Intermediate Service Desk Analyst

Kaiser Permanente
Intermediate Service Desk Analyst, Atlanta, Georgia— Performed troubleshooting skills Kaiser Permanente Employees concerning network issues, password resets and PC/Hardware support over the phone.
19962004

Helpdesk Analyst, Eds

EDS/Bellsouth Account
Helpdesk Analyst, Atlanta, Georgia— Provided Technical troubleshooting for EDS on the Bellsouth/AT&T Account, password resets, put in tickets to second level support to further troubleshoot issues unable to be resolved by first level support. Completed an eight week basic Helpdesk training troubleshooting course. Worked various shifts as needed to provide the best customer service to the clients per company guidelines.
19961998

Customer Service Associate, Eds

EDS/Primestar Satellite Services
Customer Service Associate, Atlanta, Georgia— Placed orders for TV Satellite Service. Troubleshooted equipment. Resolved billing issues and was part of the customer retention team.

Education

1991

Certified Nursing Assistant

Chattahoochee Technical Institute