Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Sharon A. Dupree

Sharon A. Dupree

Silver Spring,MD

Summary

Excellent history of production volume, customer rapport, and client success. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Technical Implementations Support Specialist

Autoscribe
Gaithersburg, Maryland
03.2020 - Current
  • Establish collaborative relationships with clients and provide strategic value to client accounts
  • Manage the implementation process to deliver products and services in accordance with the Sales
  • Agreement
  • Evaluates clients' needs to develop documentation for configuration
  • Coordinate with internal departments and external stakeholders to ensure a timely implementation of new services
  • Reviews configuration independently and with client
  • Conduct online training for clients on products and services
  • Respond to requests for technical support via telephone and email
  • Support both deployed and hosted software products
  • Assist customers with cash reconciliation
  • Technical implementation of new customers
  • Diagnose and resolve customer issues
  • Research customer inquiries
  • Identify and escalate situations requiring urgent attention
  • Track problems and document all resolutions
  • Meet quality metrics in regards to system changes and updates
  • Query the database using SQL
  • Manage/create encryption keys
  • Monitor file transfers
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Support Engineer

StayNTouch
Bethesda, MD
04.2018 - 02.2020


  • Troubleshoot client issues -Integration with, Point of Sale, Back Office Systems (reports, accounting software, keys, telephone, etc.) and Central Reservation Systems (CRS)
  • Escalate development issues using JIRA
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Performed root cause analysis and general troubleshooting.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

Merchant Set up Coordinator

Merchant Link LLC
Silver Spring, MD
04.2013 - 03.2018
  • III, IV, V
  • Account Management,
  • Establish and maintain assigned dealership/district accounts
  • Ensure the efficient and timely implementation, installation & ongoing customer service
  • And relational support of merchants and clients including conversion management
  • Educate Clients, Banks and Merchants on procedures as well as strengthen relations with the banks
  • And third party processors
  • Data Entry/Order entry of all accounts boarding on Merchant Links network
  • Ensure that accounts are moving through client implementation procedures within the requested time period to meet
  • SLA requirements

Relationship Manager/Client Service Specialist Retention

First Data Corporation
Hagerstown, MD
10.2010 - 04.2013
  • Provided knowledgeable service and support for all customer needs.
  • Accepted and processed payments, updated accounts and issued receipts.
  • Supported new and existing projects with advanced skills in document management, customer relations and reporting.
  • Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
  • Assisted with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
  • Generated $1M in new sales through proactive strategies for building and deepening customer relationships.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Introduced clients to available online resources and services to increase convenience.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.

Human Resources Assistant

American Federation of Government Employees Washington
, DC
11.2008 - 10.2009
  • Process, email and post job vacancy announcements
  • Maintains employee human resources files for, proper format, general accuracy, and
  • Uniformity of material being filed
  • Process employment verifications, reference checking, unemployment claims and travel
  • Subsidy requests
  • Data Entry - inputting employee time and attendance into Time and Attendance
  • System
  • Reconciliation of the Retiree Drug Subsidy (RDS) Program
  • Conducted audit salaries and salary review dates for all employees
  • Updated all HR policies and procedures
  • Filed paperwork, sorted and delivered mail, and maintained office organization.
  • Organized new employee orientation schedules for new hires.
  • Delivered friendly assistance with new hires throughout interviewing and hiring process.
  • Screened applicant resumes and coordinated both phone and in-person interviews.
  • Payroll

Education

Enrolled - Business Management

Ashworth College
Norcross, GA

Skills

  • Troubleshooting and Diagnosing
  • First Level Support
  • System Provisioning
  • Organizational Skills
  • Technical Instruction
  • Remote Technical Assistance
  • Issue and Resolution Tracking
  • Help Desk Support
  • Troubleshooting Network Issues
  • Incoming Call Management
  • Responding to Technical Questions
  • Atlassian JIRA
  • Online Chat Support
  • Account Administration

Certification


  • Certified Maryland Tittle Insurance Producer Independent Contractor
  • MEC MLO Education Course NMLS2280679
  • Certified Field Inspector
  • Certified Loan Signing Agent, National Notary Association, Loan Signing System
  • Certified Process Server
  • Commission Notary Public and Remote Online Notarization, State of Maryland


Timeline

Technical Implementations Support Specialist

Autoscribe
03.2020 - Current

Support Engineer

StayNTouch
04.2018 - 02.2020

Merchant Set up Coordinator

Merchant Link LLC
04.2013 - 03.2018

Relationship Manager/Client Service Specialist Retention

First Data Corporation
10.2010 - 04.2013

Human Resources Assistant

American Federation of Government Employees Washington
11.2008 - 10.2009

Enrolled - Business Management

Ashworth College

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Sharon A. Dupree