Strayer University

Woodrow Wilson Senior High School

Customer Solutions Analyst at US Department of the Treasury

➢Analyzes trouble tickets which include researching and evaluating a wide range of complex functions and activities in Human Resource applications and payroll.
➢Responds to customer reports of system problem requests.  
➢Prioritizes, schedules, and tracks requests and problems identified to insure timely and complete responses to users. 
➢Works closely with customers to identify and define systems requirements. 
➢Reviews data applications , payroll enhancements, upgrades, critical release testing and system validation.  Communication with team on assignments, problems to be resolved, actionable events, milestones, and program issues under review, and deadlines and time frames for completion.
➢Monitors and reports on the status and progress of work and reviewing completed work to ensure the supervisor's instructions on work priorities, methods, deadlines, and quality have been met
➢Reports to the supervisor periodically on individual work accomplishments, problems, progress in mastering tasks and work processes, and individual and team training needs.
➢Communicates with customers at all levels on a recurring basis, both orally and in writing.  Work to identify and define efficiencies in customer service operations.
➢Develops and maintains a comprehensive database of technical PeopleSoft Queries and SQL Scripts.  Must be able to synthesize large amounts of data and provide concise, accurate assessments/analyses.
➢Identifies trends and patterns in customer usage as well as systemic issues for creating a knowledge base. Conduct presentations to existing customers and potential customers. 
➢Analyzes the impact of legislation, policy and directives.
Represents the organization on departmental and multi-agency work groups

U.S. Department of the Treasury

Customer Service Analyst

➢ Coordinated training for staff.
➢ Configured iPhones for maintenance workers.
➢ Installed AirWatch software on Apple Devices to track inventory.
➢ Designed database for iPhone and iPad inventory.

Smithsonian Institution, Museum of Natural History

Training Coordinator

➢	Delivered technical support services to various locations in the Fayetteville area.
➢	Configured computer hardware equipment: Point of Sale (POS) systems, printers, and monitors.
➢	Backed up, transferred, and recover data from hard drives.
➢	Imaged computers using company software.
➢	Took photos of before and after work is performed.
➢	Tested hardware and software systems for functionality and connectivity.

SmartSource Technical Staffing

Technology Specialist

➢	Identified and troubleshoot issues with PC and Apple computer hardware and software, iPads, Android tablets, iPhones, and other smartphones.
➢	Drove sales for Geek Squad services.
➢	Conferred with customers regarding network configurations by providing at home options to get connected.
➢	Configured computer hardware and tablets for consumer and/or business use.
➢	Performed data backups, transfers, and hardware installations (hard drives, RAM, power adapters, fans, video, and audio cards)
➢	Reimage dcomputers back to factory settings or company software.
➢	Installed software and operating systems.

Geek Squad

Computer Technician

➢	Provided customers with hardware and software solutions.
➢	Drove sales to meet store sales goals.
➢	Advised small businesses and consumers on cost efficient computer purchases, system upgrades and network administration.
➢	Guided consumers through the setup processes for computers, iPads, iPhones, and iPods.
➢	Received phone calls from customers inquiring about Apple products.
➢	Troubleshot computer issues with iMacs, MacBooks, MacBook Pros, iPhones, iPads, and iPods.
➢	Scheduled appointments for technical support and business consultations.

Apple

Specialist

➢  Drove sales by providing the best possible solutions for consumers.
➢  Provided customers with hardware and software solutions.
➢  Advised small businesses and consumers on cost efficient computer purchases, system     upgrades and network administration.
➢  Guided consumers through the setup processes for computers, iPads, iPhones, and iPods.
➢  Received phone calls from customers inquiring about Apple products.
➢  Troubleshot computer issues with iMacs, MacBooks, MacBook Pros, iPhones, iPads, and iPods.
➢  Scheduled appointments for technical support and business consultations.

➢	Consulted with small business customers and consumers regarding hardware purchases, system upgrades, and network administration.
➢	Drove sales to achieve daily budgeted goals.
➢	Facilitated workshops and personal training sessions to customers on specific Apple products to use in their daily lives.
➢	Troubleshot computer issues with the iMacs, MacBooks, MacBook Pros, iPhones, iPads, and iPods.
➢	Received phone calls from customers inquiring about Apple products.
➢	Scheduled appointments for technical support and shopping services. 

Accomplishments
➢	Promoted from part-time concierge to co-lead concierge based on leadership abilities.
➢	Selected by management to be an iPhone Expert who would answer consumer, government, and business questions regarding the iPhone.
➢	Selected to complete training program to become a trainer to teach customers how to use their hardware and software.
➢	Improved traffic flow of store by implementing zoning of over 20 employees per shift.

Monica Wheeler