Courtney Smith
Cape Girardeau,MO
Summary
I haven't been working for the past couple of years, due to taking care of my elderly parent.
Skilled in planning practical routes and selecting advantageous shipping methods. Excellent coordination and communication skills used to develop positive professional relationships with carriers.
Overview
27
27
years of professional experience
3
3
years of post-secondary education
Work History
Inventory Specialist
DHL Logistics
Jackson
03.2017 - 11.2021
- Received raw material for P G.
- Entered all invoices into system and reconciled any errors.
- (by physical inventory).
- Also certified forklift driver with 3 years experience.
Software Installation Expert IV
Goodrich, Inckkll
Des Moines, Pll
03.2012 - 06.2015
- Company Overview: (Propulsion Aerospace)
- Handles all software installation, upgrades, patches, and add ins.
- Upgrading of company desktops and laptops to Windows 7.
- Install software per security clearance protocol.
- Handles Symantec, end point encryption weekly reports to update any computers requiring security or computers which are firewalled or infected.
- Handles all incoming trouble tickets daily, ranging from hardware, software, to networking issues.
- Experienced in All Microsoft products, CITRIX, VPN, RSA, Active Directory, Semantics, end point encryption, access points, and Disaster Recovery plans, Sarbanes Oxley Act, Engineering and Design Software, SolidWorks, Product Center, LaserCAD, Printer troubleshooting both software and hardware.
- Experienced with DLO products by backing up company desktops and laptops on a regular basis to prevent loss of information due to disaster.
- We backed up all company computers inhouse and those that were remote.
- All data entry.
- (Alpha-numeric and 10 key. Tested at 10,500 KPH)
- (Propulsion Aerospace)
Assist Mgr
Sheetz
04.2011 - 03.2012
- Assist Mgr. in charge of all computer issues and shift activity, as well as being on 24 hr call.
Tech Support Specialist
Netins
Des Moines
04.2009 - 04.2010
- Help Desk support which includes troubleshooting POTS lines, T1 lines, Video, Hi-Speed, True Wireless, DSL, Cable, Email, VoIP, routers, Smart Phones.
- Programs include Windows 95 through Windows 7, MAC, OS 8-X, Outlook, Outlook Express, Windows Live Mail, Thunderbird, MAC Mail, Web Mail.
- Spam Filtering, Red Condor.
- Investigate and handle abuse problems.
- Experience with Citrix and IPASS.
- All printer hardware and driver issues.
- RSA Security email issues.
- All Active Directory issues.
- Troubleshot system errors and identified potential solutions.
- Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
- Conducted tests to identify malfunctions in hardware or software systems.
- Installed and configured hardware, software and peripheral components such as printers, scanners and routers.
- Assisted in the development of technical documentation for internal use by IT staff members.
- Performed regular maintenance checks on servers, workstations and other devices connected to the network.
- Provided comprehensive technical support to customers via telephone, email and chat.
- Created user accounts with appropriate permissions levels based on job requirements.
- Monitored system performance metrics to identify areas of improvement.
- Analyzed system logs for potential errors or irregularities that could indicate a security breach.
- Identified areas where existing processes can be improved upon or automated with scripting languages.
- Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
- Provided training for users on new technologies or procedures related to their jobs.
- Supported end users with basic troubleshooting techniques such as restarting a device or resetting passwords.
- Diagnosed system problems using remote tools to access customer machines.
- Tracked customer requests from initial contact through resolution.
- Responded promptly to service tickets submitted by users experiencing technical difficulties.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Updated and processed programming changes, equipment upgrades and customer and billing information.
- Boosted revenue by offering spare parts catalogs, interactive DVDs, MS PowerPoint presentations and AutoCAD Inventor usage conversions.
- Grew account base new accounts utilizing referrals, networking, or closing new prospects during on-site visits.
- Documented and updated case notes for each customer and work order.
- Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals.
- Monitored service orders to completion and closed service tickets.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Consulted with clients on installed machine security applications and devices to recommend further safety measurements.
- Maintained compliance with established and updated policies and procedures with minimal supervision.
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Supported customers with online billing, access, and account issues.
- Demonstrated advanced product knowledge to solve customer issues.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
- Developed and maintained strong relations with customers to meet quality expectations.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Managed the configuration and setup of customer accounts and systems.
- Conducted remote diagnostics to identify and solve technical problems.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Maintained up-to-date case documentation for future reference.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Performed routine maintenance and software updates on support tools and customer systems.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Assisted in the development and updating of technical documentation and support guides.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Implemented feedback from customer satisfaction surveys to improve service quality.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Stayed abreast of latest software developments to enhance job knowledge.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Updated customer information and account status in the database following each interaction.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained positive working relationship with fellow staff and management.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
Administrative Assistant
USMC
Washington, DC
07.1994 - 11.1997
- Updated contact lists regularly when changes occur in employee status or contact information.
- Conducted research on various topics as requested by management.
- Managed database systems containing customer contact information.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Maintained office supplies inventory by checking stock to determine inventory level.
- Handled confidential documents in an organized fashion according to established protocol.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Created travel arrangements and distributed travel details to appropriate personnel.
- Scheduled appointments between clients and customers and internal staff members.
- Compiled data from various sources into organized reports for review by management team.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Processed invoices for payment using accounting software applications.
- Facilitated communication between different departments within the organization.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Managed office supplies inventory and placed orders when necessary.
- Answered questions from customers regarding products and services offered by the company.
- Developed and maintained filing systems for confidential documents and records.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted visitors and provided general information about the company.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Directed customer inquiries to appropriate department personnel.
- Coordinated and scheduled meetings, including room reservations, catering, and technical setup, for seamless execution.
- Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Proofread content for typo-free emails and documentation.
- Developed and implemented filing systems, both digital and physical, improving document organization and retrieval efficiency.
- Managed daily office operations and maintained office supplies inventory, ensuring efficient workplace functionality.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
- Responded to customer issues to provide immediate resolution and improve retention.
- Drove customer feedback to deliver information to management for corrective action.
- Used voice recorder or notepad to compose and transcribe meeting minutes.
- Conducted research, compiled and typed statistical reports, synthesized information and provided excellent communication to disseminate information throughout organization.
- Updated system to organize office documentation, maximizing efficiency and increasing productivity.
- Coordinated catering services for various functions, including sales trainings and department meetings.
- Raised funds by organizing multiple events and diligently managed details to meet deadlines.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Composed, edited and typed complex memos and reports with job-related software.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Handled incoming calls and directed callers to appropriate department or employee.
- Executed on-time, under-budget projects by solving complex issues for senior leadership.
- Coordinated travel arrangements and completed expense reports for travel reimbursement.
- Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
Education
Associate of Applied Science - Network Security LAN/WAN And System Administration
University of Phoenix
Tempe, AZ 09.2007 - 06.2010
Skills
- Invoice reconciliation
- Inventory management
- Forklift operation
- Data entry
- Equipment maintenance
- Quality assurance
- Cost control
- Team collaboration
- Problem solving
- Attention to detail
- Effective communication
- Time management
- Process improvement
- Analytical thinking
- Inventory optimization
- Merchandising expertise
- Quality procedures
- Demand forecasting
- Order fulfillment
- Proper storage protocols
- Recording shipments
- Cycle counts
- Order management
- Requisition management
- Stocking and organization
- Maintaining stock levels
- Promotions
- FIFO stocking
- Asset protection expertise
- MS office
- Trend forecasting
- Cost reduction
- Operations
- Equipment operation
- Shipping coordination
- Stock control
- Stock replenishment
- Process implementation
- Regulatory compliance
- Requisition orders
- Part number management
- Verbal and written communication
- Audit counts
- Promotional sales
- Shipping and receiving
- Records management
- Inventory recording
- Cycle counting
- Heavy lifting
- Project management
- Purchasing strategies
- Discrepancy resolution
- Inventory accounts reconciliation
- Error adjustments
- Shipping and receiving support
- Financial reporting
- Data management
- Supply and demand requirements
- Database management
- Warehouse operations
- Barcode scanning
- Audit processes
- Equipment monitoring
- RFID tracking
- Reliable and punctual
- Inventory reconciliation
- Vendor management
- Inventory tracking
- Basic math
- Inventory organization
- Tagging procedures
- Order picking and processing
- Item tagging
- Digital and physical counts
- Teamwork and collaboration
- SAP
- Ordering supplies
- Loss prevention
- Customer service
Timeline
Inventory Specialist
DHL Logistics
03.2017 - 11.2021
Software Installation Expert IV
Goodrich, Inckkll
03.2012 - 06.2015
Assist Mgr
Sheetz
04.2011 - 03.2012
Tech Support Specialist
Netins
04.2009 - 04.2010
Associate of Applied Science - Network Security LAN/WAN And System Administration
University of Phoenix
09.2007 - 06.2010
Administrative Assistant
USMC
07.1994 - 11.1997