Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Cheneada Saunders-Gwynn

Cameron,NC

Summary

To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills. While making a significant contribution to the success of the company. Adapting well to fast-paced environment. Proven ability to work well collaboratively as well as independently. Customer-oriented with excellent communication and problem-solving skills. Ability to train individuals on the use of computers and networks.

Overview

16
16
years of professional experience
4
4
Certification

Work History

IT Specialist

Hutchens Law Firm
08.2021 - Current
  • Configured hardware, devices and software to set up work stations for employees.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Worked on help desk tickets submitted by employee's requests such as password resets, account locks outs, creating new employee profiles etc... while using active directory.
  • System Administrator for software programs.

Remote Customer Service Representative

Enterprise rent a car
02.2013 - 11.2020
  • Used maps and internet resources to locate customers that were lost and stranded on the side of the road, Assisted in troubleshooting vehicle functionality and dispatched partnered towing companies for assisting with mechanical related issues or tows
  • Diffused stressful situations maintaining professionalism while using critical thinking skills in tragic and unpredictable instances
  • Initiated accident damage reports for insurance claim adjusters
  • Provided outstanding customer service for billing concerns, and errors
  • Mentored oncoming agents to help them maintain and meet their monthly statistics while always remaining a top performing agent within the top of my department each month obtaining monthly bonuses
  • Maintained the utmost discretion when dealing with sensitive topics or information.

Customer Service Representative

HCA/Parallon Business Solutions
06.2009 - 05.2012
  • Specialized in the explaining how the insurance processed the hospital claim
  • Adapted very well with many software programs used at HCA/Parallax
  • Maintained confidentiality of all information shared by Patients etc
  • Preserved the trust of Patients and upper management working with efficiency.

Customer Service Representative

Convergys
01.2005 - 03.2009
  • Performed on the job training for new employees, answering their questions, monitored their calls, and took escalated calls from employees when they were unable to resolve the issue which was intermittently as need
  • Consistently maintained the retention within the company of long tenured customers
  • Assisted customers with troubleshooting their devices with the technical support team which was intermittently as needed.

Education

Certificate of Completion -

My Computer Career
03.2021

Skills

  • TECHNICAL SKILLS
  • Windows Server/Windows 7,8, 81, 10
  • Installations, updates/security packages
  • LAN/WAN/VLAN
  • VMWare, Virtual PC
  • Malware Prevention & Detection
  • Computer Diagnostics & Repair
  • Network Security & Troubleshooting
  • VOIP
  • Exchange Server
  • Active Directory /VPN
  • Troubleshoot network connectivity issues
  • Conveys technical information clearly
  • Strong collaboration skills
  • Installed maintenance on operating systems
  • APPLIED TRAINING
  • Networking I/Networking II
  • Demonstrate capability and capacity of integration and implementation of various networking setups
  • Display knowledge of TCP/IP along with local area and wide area networks (LAN, WAN) internally
  • Knowledge in installing and configuring services of Device Configurations
  • Hands-on skills in installing, maintaining and managing desktop/client and server operating systems
  • Knowledge of Basic and Advanced device security, device mobility, and cloud services
  • Computer Essentials
  • Exposure in installing operating systems and software’s in assembling hardware
  • Utilized tools like, Command line, Ping, Tracert, Personal Firewall, Networking Settings, and Control Panel

Certification

Microsoft Technology Associate Of Windows Server Administration Fundamentals,

Microsoft Technology Associate Of Security Fundamentals

Microsoft Technology Associate of Networking Fundamentals

Linux Essentials Fundamentals, Linux Essentials

Timeline

IT Specialist

Hutchens Law Firm
08.2021 - Current

Remote Customer Service Representative

Enterprise rent a car
02.2013 - 11.2020

Customer Service Representative

HCA/Parallon Business Solutions
06.2009 - 05.2012

Customer Service Representative

Convergys
01.2005 - 03.2009

Certificate of Completion -

My Computer Career

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Cheneada Saunders-Gwynn