SOPHIA STERLING

2801 Field Spring Drive • Lithonia, GA 30058 • (770)882-8455

 

CAREER GOAL

To obtain a technical position that will utilize my customer service and administrative skills.

 

TECHNICAL SKILLS

·         MS Office: Word, Excel, PowerPoint, Outlook

·         Programming Languages: Visual Basic 6.0, VBA, VB.NET, ASP.NET, SQL, PL/SQL and XML

·         Databases: Oracle 8.1.6, SQL Server 2000, Access 2000 and FoxPro                           

·         Networks/OS: MS DOS 6.22, Windows (3.1, 9x, NT4.0, 2000 Pro and Server and Windows XP) and Linux

·         Software: MS Office 2000 and XP, Outlook Express, Cute FTP, WS_FTP, Toad SQL editor for Oracle, SQL Plus, PL/SQL Developer Tool, Visual Studio.NET, SQL Server’s DTS and Enterprise Manager and VMware
 

EDUCATION

Bachelor of Information Technology                                                                                    2013

American InterContinental University                                                                                    Atlanta, GA

·         Specialization: Software Analysis and Development

 

Associate of Arts Business Administration                                                                       2011

American InterContinental University                                                                                    Atlanta, GA

                                                                 

EXPERIENCE

Customer Service/ Technical Support Analyst                                                                      2013

IBM/Lenovo                                                                                                                               Atlanta, GA                                

·         Tier 2 Solutions Service Technician providing software, hardware and network support for both IBM and Qualex Field Service Technicians on IBM ThinkPad/ThinkCentre Machines.

·         Provide support for configuration and troubleshooting of LAN connections/WAN service issues.

·         Utilized remote access to log into clients computers to determine and resolve various technical hardware and software issues.

·         Supported Android OS tablets and devices requiring factory programming or resets to achieve factory configuration.

·         Maintained up-to-date knowledge of products and customer entitlement options for onsite field dispatch service repairs.

·         Responded to over 150 customer requests for technical services, answering routine questions on the function and use of products.

·         Assisted staff of 10 with customer sales of products and services which helped increase sales by 10%.

 

Dispatcher/Customer Service/Member Services Assistant                                          2006-2012

Express Employment Professionals                                                                                    Atlanta, GA                                     

·         Verified and scheduled new customer installs and service appointments.

·         Provided outstanding customer service by handling customer complaints in order to resolve customer satisfaction.

·         Provided technical support to technician and customer.

·         Monitored equipment inventory and quality control.

·         Supported manager and subcontractor supervisors.

·         Provided member services with regular tracking and reporting of activity.

·         Handled written, telephone and email request.

·         Problem solved with calm composure for customer satisfaction.

 

 

Customer Service Specialist                                                                                                  2005-2006
Scott Staffing                                                                                                                                Paramus, NJ                               

·         Received a high volume of inbound calls related to new service activation, and billing inquiries.

·         Performed data entry for new account activation using company software.

·         Responded and logged all emails and call data within an established time parameter

·         Input and Retrieved information from Records: bills / computer printouts / microfilms to assist customer and associates.

·         Performed Follow-up calls to clients to guarantee customer satisfaction on service received.

 

Office Administrator                                                                                                                2004-2005

Frontier Enterprises                                                                                                                 Paramus, NJ                                              

·         Responded to client inquiries via phone, fax, and email within a 24 hour timeframe.

·         Handled multi-line phone system, directed and routed calls to the appropriate department.

·         Resolved administrative problems by preparing reports and analyzing data.

·         Processed refunds for new and existing clients.

·         Scheduled appointments and assisted with all other clerical & administrative functions.