Linda Yount, MCP

21721 Roscoe Blvd, Apt #4

Canoga Park, CA 91304

Cell: (818) 642-9691

linda.yount@gmail.com

 

Summary

Highly skilled in troubleshooting hardware and software, and work flow problems in any work place environment with a background in Project Management. 

Work Experience

Neocomp Systems, Inc. (MSP)      Chatsworth, CA                                            January, 2014 - Present

Help Desk Technician

·               Troubleshoot, repair, maintain and perform test activities on various computer equipment and computer network systems

·               Troubleshoot basic network connectivity issues of end point devices like desktop computers, laptops, phones, and printers

·               Complete work orders such as setting up software on client's computers; install software, patches, and drivers; prepare and deploy software packages

·               Document troubleshooting efforts, identifying issues, gathering information, and employing fixes in the companies ticketing system, ConnectWise

·               Generate reports from the ticketing system

·               Provided second level support to the tier 1 help desk personnel

·               Collaborate with System Engineers to resolve system issues in a quick and efficient manner

·               Provide exceptional customer service; maintaining a professional and courteous manner

·               Follow standard help desk procedures

·               Redirect problems to correct resource

·               Identify and escalate situations requiring urgent attention

·               Ensure tickets that are closed are resolved completely and in accordance with departmental procedures

·               Actively participate in resolving helpdesk tickets received via phone, on-line, and in person

·               Quick at resolving issues and closing tickets

Grosslight Insurance, Inc.              Los Angeles, CA                                                    December, 2005 – April, 2012

Systems Manager / Accounting Manager

·               Manager of the IT and Accounting departments; responsible for one help desk analyst and three accounting clerks

·               Hired for the expert knowledge of Grosslight’s management system, The Agency Manager (TAM)

·               Coordinate with other departments regarding their questions and concerns when it came to using their agency management system in the most productive way

·               Created and conducted training programs for the agency users on The Agency Manager software

·               Actively involved in the hiring process to ensure proper personnel are hired when it came to using the management system

·               Stay current with system information, changes and updates when it came to insurance industry changes

·               Implement ideas such as downloading accord forms from the insurance companies into the management system and using quote comparisons from within the management system

·               Develop various reports using R&R Reporting, accessing the TAM database files directly

·               Generate appropriate metric reports for management to assess the effectiveness of the helpdesk service

·               Assign projects, established goals, and reviewed performance, as well as, developed and implemented staff development and training

·               Software and hardware upgrades, disaster recovery procedures, general desktop support, database maintenance, report writing, and asset management

Answer Financial, Inc.             Encino, CA                                                        October, 1999 – December, 2005

Subject Matter Expert / Help Desk Supervisor

·               Hired to be the subject matter expert for the broker’s management system, The Agency Manager (TAM)

·               Duties included interacting with the broker’s in-house development team to ensure a smooth transition of data from their SQL database system used on the internet, into the dbase III database used by agency personnel

·               Provide training on the company’s main management system, The Agency Manager, to all company personnel

·               As the help desk manager, responsible for a team of 10 help desk analysts

·               Hire, train, and supervise help desk personnel, including detailed training on numerous corporate applications that they were required to learn and support

·               Made sure the technicians used the corporate Help Desk web site to properly support the 500+ users and applications in various locations

·               Provide all second level support on all corporate applications, utilizing developers as needed to fix code issues or implement needed enhancements

·               Hire, train, supervise, and evaluate helpdesk staff to ensure quality standards are met and information provided to customers is accurate and delivered in a professional manner

·               Create and maintain the corporate help desk web site to effectively organize all technical support documentation; including writing and posting new documentation as functionality/processes are introduced, escalation procedures, detailed troubleshooting documents etc.

·               On an ongoing basis, ensured policy and procedure documentation remained current and accurate as compared to the corporate standards and operating practices;  edited, standardized, or revised any documentation prepared by other writers or personnel

·               Manage the ticketing system; perform monitoring to ensure quality measures are met, tickets are completed accurately, and routed appropriately

·               Identify problem trends and initiate solutions to repeated request types

·               Respond to complaints and issues arriving from helpdesk performance

·               Generate appropriate metric reports for management to assess the effectiveness of the helpdesk service

·               Track and route problems and requests and document resolutions

·               Inform management of recurring problems

Applied Systems, Inc.              University Park, IL                                             June, 1995 - Oct, 1999

Senior Support Technician

·               Originally hired as a support technician for their number one product at the time, The Agency Manager (TAM). 

·               Assist customers with any questions or problems they may have regarding software and hardware

·               Promote Senior Software / Hardware Installer where duties included customer on-site installations of Applied Systems software products at major insurance agencies throughout the United States

·               This include installing both hardware and software as well as providing ongoing technical support of existing installations

·               Also deployed to several “problem” agencies where expectation was to solve all problems with the software anywhere from helping them balancing their books to recommendations of workstation and server configurations

·               Respond to requests for assistance via Ticketing System, phone, and electronically

·               Advanced knowledge in the database structure as each database relates to each other

 

Education

Pierce Community College      Woodland Hills, CA       2001 - Present

Information Technology Program and Financial Accounting, Grade Point Average: 3.8 

University of California           Los Angeles, CA              2004 – 2006

Project Management Certification Program, Grade Point Average: 4.0

Skills