Lisa Fernandes-Morris

• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Engaged in user support interactions via telephone, chat and email platforms.
• Resolved common user concerns by utilizing preset issue resolution scripts.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Diagnosed and troubleshot hardware, software and network issues.

• Created help desk tickets, troubleshot and resolved desktop issues.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Determined hardware and network system issues using proactive troubleshooting techniques.
• Used ticketing systems to manage and process support actions and requests.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

• Directly supported in-house service ticket software for emergency and non-emergency user-related issues.
• Troubleshot various technical issues dealing with printers, network and phone systems.
• Supported and maintained user account information.

Everything has been taken care of and I am ready to get back into the workforce. I would be open to elaborate more if you have further questions!

I relocated to Ocala Fl. from Baltimore MD. in July 2014, I have been out of the field for a time due to some unexpected medical issues.

• Managed Unix information system accounts, facilitating transfer of data thru active directory to users.
• Helped to build internal helpdesk and trained technical staff to provide support to 1,500 users for MS reorganization project in Washington DC..
• Reduced security risks through enhancing protocols and ensuring adherence to regulations.
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Oversaw user provisioning efforts, verifying credentialing policies, security and maintenance to encourage safe sign-ins.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.

• Set up and controlled over 3000 user profiles and access levels for each database segment to protect important data.
• Resolved problems, improved operations and provided exceptional service.
• Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
• Specified user access levels for each database segment to protect database integrity and company information.
• Administered, supported and monitored databases by proactively resolving database issues and maintaining servers.

• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Used ticketing systems to manage and process support actions and requests.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Activated accounts for clients interested in new services.
• Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Generated reports and typed letters in Word and prepared PowerPoint presentations.
• Executed record filing system to improve document organization and management.
• Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
• Monitored premises, screened visitors, updated logs and issued passes to maintain security.

I relocated back to Baltimore From May 2007-December 2007.

• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Completed surveys by rechecking contact information before ending each call.
• Obtained updated contact information from all subjects and verified data for accuracy.
• Handled 100 calls per day to address customer inquiries and concerns.

• Opened new accounts and documented personal, demographic and payment information in system.
• Explained product prices and packages as well as answered questions and addressed concerns of customers.
• Attained $ 1500 in sales targets on monthly basis
• Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
• Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
• Resolved complaints to satisfy customers and encourage future transactions.

• Generated new and repeat sales by offering timely product, service and technical information.
• Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
• Trained and coached new call center team members on computer systems and customer service strategies.
• Attained $2000 in sales targets on monthly basis
• Maintained organized and secure customer files to facilitate customer support and follow-up
• Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
• Explained product prices and packages as well as answered questions and addressed concerns of customers.