Summary
Work History
Education
Skills
Timeline
Generic

Suzee Adams

Crossett,AR

Summary

Talented Technical Support Representative with a gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.

Work History

Senior Technical Support Executive

Zensar Technologies
Dallas, Texas
05.2022 - Current
  • Assisted government employees in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address government employee inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Collaborated with colleagues in both domestic and international support facilities.
  • Loaded software, granted permissions and configured hardware for new employees.

HELP DESK AND VIEWER ADVOCATE

Hulu
Killeen,Texas
02.2021 - 09.2021
  • Collaborated with team members to achieve target results
  • Maintained excellent attendance record, consistently arriving to work on time
  • Identified issues, analyzed information and provided solutions to problems
  • Worked with customers to understand needs and provide excellent service
  • Proved successful working within tight deadlines and fast-paced atmosphere
  • Increased customer satisfaction by resolving issues
  • Developed and maintained courteous and effective working relationships
  • Monitored company inventory to keep stock levels and databases updated
  • Offered friendly and efficient service to customers, handled challenging situations with ease
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting

CORPORATE IT SUPPORT TECHNICIAN

Blackboard Headquarters
Killeen,Texas
02.2019 - 02.2021
  • Ability to troubleshoot a broad range of issues common on personal computers
  • Analyze documentation and provide recommendations for improvements to documentation Review support tickets and other data to determine depth and breadth of troubleshooting
  • Provided technical support for 500+ users and ensured proper maintenance of workstations, printers, and peripherals
  • Responded to user service request and expediently resolved trouble tickets to maximize system up-time
  • Deployed new workstations and printers, installed operating systems, applications, and drivers, and configured network properties and hardware
  • Supported disaster recovery plans and performed regular backups.

NIGHT AUDITOR

Holiday Inn Express and Suites
04.2018 - 06.2018
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors
  • Tracked business revenue and expenditures and reconciled accounts to maintain high accuracy
  • Entered figures using 10-key calculator to compute data quickly
  • Completed bi-weekly payroll for company employees
  • Looked over pending check-ins and payment processes to complete closing procedures
  • Handled tasks and responsibilities for front office employees during periods of understaffing
  • Oversaw night auditing of daily room occupancy and hotel revenue
  • Reported financial data and updated financial records in ledgers and journals
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies
  • Updated customer accounts with add-on room charges, minibar use and room service bills
  • Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew
  • Collaborated with team members to handle guest requirements from check-in through check-out
  • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency
  • Applied mathematical abilities to calculate and check figures in accounting systems

FINANCIAL AID ADVISOR

FAFSA, Blackboard Student Services
Killeen,Texas
10.2017 - 04.2018
  • Counseled students and parents about financial aid options and program details
  • Represented financial aid office at group meetings with high school students and parents
  • Led social media outreach programs, informing prospective students of available financial aid programs
  • Processed federal financial aid verifications per FAFSA guidelines
  • Reviewed initial financial aid applications for accuracy and compliance with reporting standards
  • Provided financial aid counseling to enrolled and prospective students
  • Helped college students obtain financial aid through loan programs

GUEST SERVICE ATTENDANT

WoodSpring Suites and Hotels
Killeen,Texas
10.2017 - 04.2018
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
  • Oversaw fast-paced front desk operations and guests' needs at busy facility
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel
  • Collected room deposits, fees and payments
  • Assisted guests by furnishing information and directions to casino, gift shop and dining areas
  • Ran reports detailing daily guest numbers, accounting expenses and income and room service usage
  • Educated guests on hotel security features and instructed on important information regarding safety processes and procedures
  • Collaborated with team members to handle guest requirements from check-in through check-out

Education

Bachelor of Science - Cybersecurity, Homeland Security

STRAYER UNIVERISTY
Online
07.2023

Skills

  • Operating Systems: Windows, Macintosh HD, Linux, Android, iOS
  • Microsoft; Word, Excel, Powerpoint, Outlook, OneNote,OneDrive, SharePoint
  • Cloud Computing: Azure, AWS, Google Cloud, Amazon Web, Oracle Database Management, MYSQL, Microsoft Access, Oracle, Filemaker
  • Collaboration Tools: Zoom, Teams, Slack, Spark, Skype
  • Learning Platforms: Blackboard, Canvas, Google Classroom
  • Salesforce, Adobe Marketing, Microsoft Dynamics, SAP, Oracle
  • Social Media LinkedIn, Indeed, Facebook, Twitter
  • Languages HTML, Java, Javascript, Debugging
  • Planning
  • Calculating Results
  • Technical Troubleshooting
  • Tracking and Documentation
  • Collaborative Team Player
  • Account Administration
  • Hardware Diagnostics
  • Analytical and Methodical
  • Cisco Jabber
  • Organizational Skills
  • Customer Support Needs Assessment
  • Customer Service Support
  • Mobility Devices
  • Data Recovery
  • Infrastructure Upgrades
  • Resolving Problems and Incidents
  • User Support and Troubleshooting
  • System Performance Assessment
  • Administrative Support
  • Mac Systems
  • Executive Support
  • Customer Satisfaction
  • Office Supplies and Inventory
  • Training Material Development
  • Service Schedule Coordination
  • Windows OS
  • Development Documentation
  • Issue and Resolution Tracking
  • Linux
  • Defect Analysis and Resolution
  • Software Diagnosis
  • Calendar Management
  • Apple IOS
  • Microsoft Windows and Office
  • Software Evaluation
  • Call Center Operations
  • Troubleshooting Network Issues
  • File Management Software
  • Hardware Evaluation
  • MS Outlook
  • Call Control
  • Installation and Configuration
  • Equipment Maintenance
  • Customer Inquiries
  • Data Connectivity
  • User Experience
  • Information Updates
  • Team Support
  • Operational Policies Knowledge
  • Friendly and Patient
  • Creative Issue Resolution
  • Switches and Routers
  • Onsite Installations
  • Customer Loyalty
  • Computer System Maintenance
  • Remote Technical Support
  • Responding to Technical Questions
  • Online Chat Support
  • Product Selection
  • Bug Fixes
  • Voice and Data Service Migration
  • Auditing Service Requests
  • Adobe Creative Cloud
  • Incoming Call Management
  • UI Improvements
  • Customer Communication and Empathy
  • Technical Supervision
  • Diagnostic Tools
  • Service Quality
  • VoIP Installation
  • Software Release and Rollout
  • User Expectations
  • Client Rapport-Building
  • Employee Computer Support
  • Desktop Partitioning Software
  • Device Installation
  • LAN and WAN Assessment
  • Network Configuration and Support
  • TCP/IP
  • Efficient Service
  • De-Escalation Techniques
  • Technical Implementation
  • Onsite Instruction
  • Hardware and Software Repair
  • Hardware Upgrades

Timeline

Senior Technical Support Executive

Zensar Technologies
05.2022 - Current

HELP DESK AND VIEWER ADVOCATE

Hulu
02.2021 - 09.2021

CORPORATE IT SUPPORT TECHNICIAN

Blackboard Headquarters
02.2019 - 02.2021

NIGHT AUDITOR

Holiday Inn Express and Suites
04.2018 - 06.2018

FINANCIAL AID ADVISOR

FAFSA, Blackboard Student Services
10.2017 - 04.2018

GUEST SERVICE ATTENDANT

WoodSpring Suites and Hotels
10.2017 - 04.2018

Bachelor of Science - Cybersecurity, Homeland Security

STRAYER UNIVERISTY

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Suzee Adams