Shannon Sims
Columbus
Summary
An analytical technical support professional with demonstrated experience in customer service, employee training, ordering, credit application review, and technical support for mobile phones and wireless devices via email and telephone. Possesses a proven track record of meeting goals, demonstrating an ability to achieve maximum effectiveness while maintaining high standards. Leverages practical experience with strong interpersonal skills to provide excellent customer service, making significant contributions to the overall success of a company.
Overview
15
15
years of professional experience
Work History
IT Support Specialist
Centene Corporation
01.2018 - Current
- Design, build and/or test new systems, processes, or services
- Respond to requests for new services (laptops, cell phones, IT equipment)
- Document workflow of processes within the organization
- VPN and duo setup
- Active directory
- Use Service now and mange tickets
- Investigate, research, and troubleshoot more complex IT Issues
- Perform new user IT training and communication of IT policies and standards
- Perform scheduled departmental audits and report findings to management
Energy Consultant
IGS ENERGY
01.2016 - 01.2018
- Present and explain energy efficiency programs to social, commercial, and industrial audience
- Develop relations with internal technical team to estimate rebate values for potential projects
- Oversee accounts for any changes in customer needs with respect to energy
Associate Helpdesk Specialist
TANGOE INC.
01.2014 - 01.2016
- Worked with customers/employees to identify computer problems and advising on the solution
- Logged and kept records of customer/employee queries
- Analyzed call logs so you can spot common trends and underlying problems
- Worked with field engineers to visit customers/employees if the problem is more serious
Senior Credit & Order Operations Rep.
VERIZON
01.2011 - 01.2013
- Ensured customer satisfaction by reviewing credit applications, utilizing strong customer focus
- Provided analytical problem-solving and troubleshooting skills
- Received incoming client calls and provided technical support for mobile devices
Credit & Activation Support Agent
VERIZON
01.2010 - 01.2011
- Earned promotion; position included higher performance expectations and increased responsibilities in team functions
Education
High School Diploma -
Cscc
Columbus, OH06-2003
Skills
- Big Data Analysis
- Database Management
- Statistical Analysis
- Client Relations
- Customer support
- Configuration & Debugging
Timeline
IT Support Specialist
Centene Corporation
01.2018 - Current
Energy Consultant
IGS ENERGY
01.2016 - 01.2018
Associate Helpdesk Specialist
TANGOE INC.
01.2014 - 01.2016
Senior Credit & Order Operations Rep.
VERIZON
01.2011 - 01.2013
Credit & Activation Support Agent
VERIZON
01.2010 - 01.2011
High School Diploma -
Cscc
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