LaShonda Brown-Hawks
McDonough,GA
Summary
Organized Team Leader that builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
27
27
years of professional experience
Work History
ELITE REPAIR TECHNICAL TEAM LEAD
Fusion Management Services LLC
03.2015 - 01.2024
- Assist supervisors and other reps with internet related issues, answer phones, and update network outage information
- Coordinate trouble ticket resolution with customers, local vendors, other services providers, and departments to minimize customer affecting downtime
- Resolve problems on first call with minimum of transfer, truck rolls or help desk tickets by consistently improving personal technical knowledge and understanding
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Perform proper trouble ticket administration, adhere to escalation procedures, and work directly with Top Tier Channel Partners to assure expeditious approach to their technical needs
- Providing support when needed on managerial level, as backup to management in certain capacities
- Troubleshoot 3rd party hardware and software including VPN, Backups, Microsoft Operating System, various email clients
- Manage relationships between vendors, internal resources, and customers
- Lead, train, and assist in mentor of Tier I and Tier II Technical Support Staff
- Assist supervisors and other reps with internet related issues, answer phones, and update network outage information
- Improved team efficiency by implementing Agile methodologies and optimizing workflow processes
- Developed high-performing technical teams by offering targeted training, coaching, and mentorship opportunities.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Elite Technical Repair Rep
Fusion Management LLC
04.2010 - 03.2015
- Understood each target customer's business model, mapped out organization, and identified unique technology needs.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
AUTOMATED LOGISTICAL SPECIALIST 92A
United States Army Reserve
01.1997 - 01.2005
- Establishing and maintaining stock records and other documents such as inventory, material control, accounting and supply reports
- Establishing and maintaining automated and manual accounting records
- Reviewing and verifying quantities received against bills of lading, contracts, purchase requests and shipping documents
- Unload, unpack, visually inspect, count, segregate, palletize and store incoming supplies and equipment
- Maintain stock locator system and administer document control procedures
- Process request and turn-in documents at direct support level through warehousing section
- Perform Standard Army Maintenance System Enhanced (SAMS-E) duties in automated applications
- Enhanced logistical efficiency by streamlining inventory management processes and implementing automated tracking systems
- Reduced order processing time by optimizing warehouse layouts and implementing standardized procedures for order picking and packing
- Increased accuracy rates in inventory control by conducting regular audits, identifying discrepancies, and implementing corrective actions
- Improved supply chain visibility with implementation of real-time reporting tools, enabling more informed decision making.
Education
Bachelor of Arts - Information Technology
University of Phoenix
Phoenix, AZ08.2025
Associate of Arts - Information Technology With Information Assurance
University of Phoenix
Phoenix, Arizona United States08.2023
92A Logistical Specialist - Logistics
Quartermaster School
Fort Lee, Va United States03.1998
Skills
- Research
- Conflict Resolution
- Data Entry
- Performance Management
- Team Building
- Microsoft Operating Systems
- Complaint resolution
- Work Planning
- Team Supervision
- Shift Scheduling
- Coaching and Mentoring
- Technology Governance
- Python
- SQL
- Computer Networking
- Technical Support
- Customer service expert
- TCP/IP
- Knowledgeable in Microsoft Systems
- Daily workflow improvement
- Creative problem solving
Timeline
ELITE REPAIR TECHNICAL TEAM LEAD
Fusion Management Services LLC
03.2015 - 01.2024
Elite Technical Repair Rep
Fusion Management LLC
04.2010 - 03.2015
AUTOMATED LOGISTICAL SPECIALIST 92A
United States Army Reserve
01.1997 - 01.2005
Bachelor of Arts - Information Technology
University of Phoenix
Associate of Arts - Information Technology With Information Assurance
University of Phoenix
92A Logistical Specialist - Logistics
Quartermaster School
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