Donna Hodge
New York,USA
Summary
Technical Account Support Specialist with a proven track record of mastering complex product knowledge and resolving intricate technical and sales challenges, driving significant revenue growth and enhancing productivity. A strong commitment to delivering exceptional customer service fosters lasting relationships that contribute to overall business success. Recognized for reliability, resourcefulness, and strong analytical skills, prioritizing customer needs in alignment with IT objectives. Passionate about education and adept at engaging diverse student populations, fostering development, and creating positive learning environments through effective communication, parent involvement, and organizational abilities.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Substitute Teacher, K-12
New York City Department of Education
01.2023 - Current
- Travel to different schools to provide educational instructions for absent certified teacher improving academic achievement and student well-being.
- Encouraged critical thinking and problem-solving skills through project-based learning activities.
- Assist with technical issues within the school environment.
Account Rep -Workstation Inside Sales Specialist
Lenovo
01.2021 - 01.2023
- Acquired new business, and customers’ acquisitions to increased revenue and achieved quarterly quota of $900,000 to $1.8 million, and built excellent customer relationship and services.
- Provided key technical product knowledge of Lenovo Workstations (P-Series) product line within Small Medium Business (SMB) Sector.
- Collaborated by conducting bi-weekly meetings with team of 15 Mid- Market Reps to discuss cadences, create sales presentations, analyze data, plan sales objectives, reviewing assigned book of accounts, and prospect new customers.
- Configured systems to customer’s specification and use of software requirements utilizing sales tools such as Lenovo Bid Platform and Customer Relationship Management (CRM)-MS Dynamics 365 and Salesforce, Qlik Reports-data analyze tool, Windchill-part tools, and Internal Knowledgebase System- Atlas, and Highspot, to determine inventory and timelines of end-of-life products.
- Configured systems to add additional processors, ethernet cards, storage, memory, graphic cards to enhance customers' systems for better technical experience and recommendations of the appropriate systems considered market trends.
- Responsible for increased sales revenue as a collective team effort resulting in many logos wins across all sectors in Healthcare and Life Sciences, Banking and Finance, Media and Entertainment, Retail, Education. Product Development, Government-OEM, Architecture, Engineering and Construction, and Manufacturing, Oil, and Energy.
- Developed strong client relationships through effective communication, understanding their needs, and providing tailored sales solutions as a service with services and accessories.
System Service Representative
IBM
01.2006 - 01.2020
- Implemented technical solutions to various business and residential customers, as part of IBM Global Technical Services (GTS), Technical Support Services (TSS), and Multivendor Support Services (MVSS).
- Resolved software and hardware issues for IBM Original Equipment Manufacturer (OEM) Logo Products and IBM Business Partners - non-logo Products - Apple, Lenovo, Microsoft, Dell, HP, Xerox, Lexmark, Point of Sales, and Cisco.
- Replaced hardware system components such as system boards, memory, processors, graphic cards, cables, connectors, keyboards, touchpads, LCD Panels, hard drives, batteries, raid controllers, routers, switches in systems such as servers, laptops, desktops, notebooks, tablets, point of sales and kiosk resolving on servers and systems.
- Tracked and retrieved parts for installations.
- Retrieved client’s software data via IBM Dynamic System Analysis (DSA) tool to target server production errors.
- Researched and analyzed service of work contracts to better communicate objectives.
- Performed Target Revenue sale leads to increased revenue for IBM sales.
- Resolved escalation requests for customers and received numerous awards including the IBM Manager’s Choice Award for “putting the client first”
- Mentored and trained new and other team members, distributed dispatched technical service requests to team members, and collaborated with field technicians for continued team success.
- Navigated systems to process claimant eligibility for pandemic assistance, provided phone support, analyzed data, initiated ineligibility/eligibility letters, and processed certification.
- Performed onsite technical support to IBM accounts - Avaya, Equifax, Johnson & Johnson, and Chubb & Son to End Users including VIPs, Senior Management, Lobbyist and Attorneys.
- Resolved and troubleshooted technical issues to 800+ end users across all accounts with passwords, cross-connecting network ports, setting up and reimaging PCs, configured and installed software, performed fixes for printers, scanners, faxes, and other devices, joined Mac OS users on the domain.
- Managed special projects for system refreshes and upgrades, data migration, used Excel to track and managed inventory, distributed large amount of workstations, coordinated with project managers and other programs.
- Remotely joined end users to network drives and assignment admin rights per permissions.
- Traveled to Washington DC, twice per month to support end users in small satellite office.
- Implemented technical field support services, such as installs, moves, adds, and changes (IMAC) to new and existing systems for IBM Client accounts and performed hardware upgrades, resolved issues with routers, modems, switches, and servers, decommissioned systems, and replaced and installed computer peripherals, and point of sales (POS) equipment.
Education
Bachelor of Fine Arts - Degree
Syracuse University
Syracuse, NYSkills
- Complex Problem-Solving
- Attention To Detail
- Customer Relationship Management
- Instructional strategies
Accomplishments
Putting the customer first, understanding the needs of others while focusing on communicating the objective. Collaborating with team members to achieve common goals.
Certification
- Lenovo Workstation Micro-Credentials Accreditation
- Lenovo DaaS-Device-as-a-Service, SaaS-Software-as-a-Service IaaS-Infrastructure-as-a-Service Training
- IBM Badges: Multivendor Mobile, Field Support, Foundation, & Cognitive Practitioner, Percipio, Soft Skills & Communication
- IBM Training: System X, Networking, Cisco, Apple, Lenovo, Dell, HP, Xerox, and Lexmark Training
- Information Technology Infrastructure Library (ITIL)-Service Level Management-Change, Problem, Configuration and Incident Management Process Training-Kaplan EduNeering Compliance Wire
- Project Management-Technology Center Incorporated
- New York State Department of Education Substitute Teaching Certificate
Timeline
Substitute Teacher, K-12
New York City Department of Education
01.2023 - Current
Account Rep -Workstation Inside Sales Specialist
Lenovo
01.2021 - 01.2023
System Service Representative
IBM
01.2006 - 01.2020
Bachelor of Fine Arts - Degree
Syracuse University
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