Shannon D. Parker
Temple Hills,Maryland
Summary
To use my knowledge and experience in IT, Desktop Support and Customer Service to further improve the quality of technical support provided to end-users within a company while achieving my career goals.
Self-motivated, personable, business professional with talent for quickly mastering technology. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling time sensitive confidential information. Flexible and versatile- able to demonstrate trustworthiness, dependability and accountability working independently but also socially aware and have a positive attitude working with a team.
Overview
18
18
years of professional experience
Work History
System Specialist II
Geico Insurance Company
Chevy Chase, Maryland
01.2007 - 01.2023
- Tier 1 Phone Support, Service Desk
- Assisted internal and external customers with phone technical support and trouble shoot hardware and software problems using peer to peer remote monitoring tools such as Bombgar.
- Test and repaired laptops for auto damage as well as regional customer support to field techs and adjustors.
- Utilize Active Directory to configure systems and end-users groups and security access.
- Process agent performance reports that displayed daily service level agreement.
- Monitored SLA on Geico ACD system and provided hourly status.
- Tier 2 Desktop Support/ Lan Team
- Lease Coordinator- organized, trained and managed a team of technicians on Processing Leased laptops and desktop systems to be issued back to vendors. (Data Removal, cleaning, repairs, and database entry).
Senior Administrative Assistant
Shaw University
Raleigh, North Carolina
01.2005 - 01.2007
- Customer Service training and monitoring of student workers.
- Compiling Excel Spreadsheets and data bases to ensure proper credits and negative balances.
- Compiling PowerPoint Presentations for monthly directors meetings and ensuring pertinent information was included and accurate.
- Responsible for Employee and Client Directories and the timely distribution and accuracy of information.
- Assisted with the organization of Transcripts and working with department head to correctly update changes and to effectively verify their legitimacy to inquiries.
- Responsible for filing documents and their secure disposal and/or storage to ensure integrity of university's and students private information.
- Responsible for database management and security.
Education
B.A - Music, Computer Information Systems
Shaw University
03.2007
Skills
- Microsoft Windows 7
- Microsoft Windows 8
- Microsoft Windows 10
- Active Directory
- Command Prompt
- Microsoft Teams
- Microsoft Word
- Microsoft Excel
- Android
- Apple
- Bombgar
- Quantum Metrics
- Splunk
- Remedy
Sensitivity
Confidential
Skills Summary
Microsoft Windows 7, Microsoft Windows 8, Microsoft Windows 10, Active Directory, Command Prompt, Microsoft Teams, Microsoft Word, Microsoft Excel, Android, Apple, Bombgar, Quantum Metrics, Splunk, Remedy
Special Training Certification
- CPR, 335778-1695169176, 2023-09-20, 2025-09-20
- HCP BLS- CPR, AED, First Aid, 335778-1695172038, 2023-09-20, 2025-09-20
Timeline
System Specialist II
Geico Insurance Company
01.2007 - 01.2023
Senior Administrative Assistant
Shaw University
01.2005 - 01.2007
B.A - Music, Computer Information Systems
Shaw University
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