Demarr Love

 

PROFESSIONAL SUMMARY:

 

Resourceful, dynamic professional with broad range of experience in fast-paced business environments. Highly skilled in customer service and retail management, planning and logistics, and resource optimization. Strong leader and motivator who excels in teacher, training and empowering employees. Demonstrated strengths in efficiency improvement, and profit optimization. Proven track record of success in creative and effective management of diverse personnel in multiple locations. Flexible adaptable, results driven and committed to quality process and product. With an objective to exemplify my knowledge and technical skills in a corporate environment that allows upward advancement and skill enhancement.

 

BACKGROUND SUMMARY:

 

•         Executive Customer Relations

•         UPS Claims Manager

•         Systems Analyst

•         Helpdesk Support

•         Customer service Rep

•         Apple certified

•         Desktop Support Technician

•         Active Directory and Apple Open Directory.

•         Manage new and existing users in the Nortel VoIP phone system.

•         Configure iOS, Android, Blackberry and Windows Mobile devices.

•         Serve as liaison to outside vendors that provide support for technology

•         Assist principal and campus committees with planning of technology training,

•         Monitor purchase and use of Healthcare software at the campus level.

·   Technical Expertise includes: AIX OS, Linux, Solaris, Remedy ticketing system, Service Now, Windows 2008 server R2, SQL, Oracle

·   Minimum of  3+ years expertise in an desktop environment

·   Good knowledge of Windows OS and should have worked on similar projects

·   Ability to analyze and solve technical problems.

·   Ability to solicit and convey moderately complex information and make recommendations.

·   Windows XP,Vista,7Knowledge is required

·   Proficient in windows Desktop Operating Systems administration

·   Excellent expertise in trouble- solving hardware and operating system related issues for Desktops and Laptops.

·   Excellent trouble- solving skills on Windows operating systems, desktop applications and LAN trouble-solving.

·   Remote system administration.

·   Expertise in installing, configuring and trouble- solving printer and print related issues.

·   Windows 8,7,XP,Vista and Microsoft office suite, McAfee EPO, Casper Suite, Mac OSX Maverick, DOS, and Microsoft Office and windows mobile devices, apple, POS systems, 45(KPM) and android tablets and phone support.

 

PROFESSIONAL ACCOMPLISHMENTS:

 

Technical Support/Helpdesk/SME

·   Responded to over 85 customer calls daily and solved 90% of their concerns. Assisted Customers and agents with wide ranging technical problem solving techniques. Also ensured excellent customer service and client support at all times. Also sold products and services and attended all team meetings for improvement techniques.

·   I have an extensive knowledge of Windows OS desktops and notebooks, as well as iOS devices, in a networked environment and Microsoft Office 2007-2011 experience along with Outlook 2007-2011. Also I’m very knowledgeable of TCP/IP networking, and related network services (i.e. DHCP, DNS, SMTP, etc.) and Active Directory concepts and administration

 

PROFESSIONAL EXPERIENCE:

Samsung/Iqor, Richardson, TX

Executive Customer Relations – UPS Claims Manager – (Contractor)                 June2014 – Present

·   Manager of UPS claims filtered throughout level1technical support agents and level 2 technical support agents along with Assistant Vice Presidents.

·   Utilize Microsoft Excel, Access, and Outlook for tracking processed RMA’s and claims for customers with devices such as tablets, android cell phones and accessories (gear watches, earphones, stylus and etc.)Handled and resolved claims such as lost packages damaged packages and intercepts and disputed claims.

·   Created spreadsheets for executive weekly meetings that consisted of displaying metrics of the ECR/VOC department consisting of call drivers and the number of calls taken and the issues categorized.

 

Kohl’s Call Center, Richardson, TX    May2014

Desktop Support Technician – (30 Day Contractor)

·   Managed and administered 500+ HP PC’s for a windows 7 enterprise deployment. Unboxed and conducted set-up, imaging and installs for all PC’s.

·   Set-up all peripheral equipment such as network and local printers scanners and fax machines.  

 

UT Southwestern Medical Center, Dallas, TX    Dec2013 – Apr 2014

Technical Support Specialist II - Desktop Support Agent- (Contractor)

·   Performed routine preventive maintenance, testing, and repair with respect to computer hardware and software problems, networking, and/or telecommunications.

·   Diagnosed and repaired routine computer related problems and/or refers complex problems to Technical Support Specialist III or another technical professional.

·   Imaged, installed, modified, and made minor repairs to Apple Mac hardware and software systems. 

·   Installed software on personal computers, printers, and other peripherals as directed or requested by users.

·   Assisted in making recommendations for modifications or additions to personal computer systems, hardware components, and software applications; assists in identifying associated costs.

·   Troubleshot routine technical problems and supports university Help Desk as required.    

·   Assisted in design of web page text and visual content, navigational links, and page layout.      

 

T-Mobile, Frisco, TX    May2013 - Sep 2013

Helpdesk Agent (Contractor)

·   Offer stellar internal customer service, Reset account passwords and enable access to internal systems.

·   Provided quick and effective problem determination, troubleshooting and resolution accurately and completely document all instances and actions taken.

 

Fujitsu, Richardson, TX   Jun 2012 - Apr 2013

Helpdesk Agent (Contractor)

·   Provided Helpdesk POS customer service and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, as well as conducting deployments for RMA requests and documentation of a variety of computer and software technologies utilizing over the phone and remote communication technologies to service the end user.

·   Utilized LANDesk self-service to enable end users and service desk staff to submit and track incidents and requests, with visibility of the status, history, and resolutions.

·   Searched Knowledge Base articles within LANDesk and troubleshoot issues prior to submitting an incident request

·   Received email notifications if a request requires approval, keeping end users informed on every step along the incident logging process.

 

Apple, Dallas, TX        Feb 2009- Feb2012

Tier II MAC Technical support (Contractor)

·   Responsible for providing telephone support to Mobile Devices such as Smartphone’s, iPhones, iPads, and iPods.  Responsibilities included troubleshooting, editing registry files, updating profiles, pushing software updates, walking end users through device activation, Active Sync (Contacts, E-Mail, Data, etc.), etc. 

·   Logged all information into the ticket management system. Provided 1st and 2nd level support for end users locally and remotely.

·   Answered phone calls and respond to emails regarding technical issues. Performed hardware and software updates as needed also setup and deployed new systems as well as maintained up-to-date inventory.

·   Unlocked computer accounts in Active Directory, Blackberry, iPhone and Android support Create “How-To” documentation on an as needed basis.

 

EDUCATION

 

Midwestern State University, Wichita Falls, TX

Bachelor of Information systems in Business, 2004-2008

Lake Highlands High School, Dallas, TX

High School Diploma, 2002-2004

National Merit scholar Texas Scholar