Yhasmine Lucas
Wilson,NC
Summary
Systematic IT Professional with a diverse background with experience of CompTIA, Linux and Microsoft. Skills including but not limited to computer networking, analytical thinking and creative problem solving. proficient in network, project and emergency management. Installs hardware, patches software and configures internal systems. Complex problem-solver with top-notch planning and communication strengths. Able to apply customer service concepts to IT to improve user experience for client, employees, and administration. A dedicated commitment to a team environment dynamic with the ability to contribute expertise and follow leadership directives at appropriate times.
Overview
7
7
years of professional experience
Work History
Client Resolution Specialist
Truist Bank
Wilson, NC
06.2022 - Current
- Informed clients about project progress, delays and issues and negotiated resolution.
- Maintained accurate records of all client interactions and problem resolution activities.
- Updated client records in database after each interaction with them regarding their issue resolution status.
- Worked closely with internal departments such as accounting, legal, and collections to ensure proper resolution of issues related to client accounts.
- Served as point-of-contact between clients and internal teams during resolution processes.
- Participated in dispute resolution proceedings as required by client or contractor.
- Provided dispute resolution services to clients in a professional and timely manner.
- Prepared detailed reports regarding client interactions and progress towards resolution of delinquent loans.
- Worked closely with other departments to ensure timely resolution of escalated client issues.
- Used active engagement and proactive issue resolution to cultivate lucrative relationships with clients.
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
- Diagnosed system errors and implemented solutions to resolve them.
Assistant Store Manager
Ross Stores
Wilson, NC
03.2019 - 06.2022
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
- Prepared detailed reports summarizing sales activity, customer feedback, and other relevant information.
- Installed, configured, and maintained computer systems, networks, printers, and other related equipment.
- Resolved complex problems by troubleshooting hardware and software applications.
- Analyzed system logs to detect any possible malfunctions or malicious activities on the network.
Technical Support Engineer
CenturyLink
Tarboro, NC
01.2017 - 03.2019
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Configured, maintained, and monitored computer systems for optimal performance.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
Education
Business Information Technology - Information Technology
North Carolina A & T State University
Greensboro, NC05-2027
Bachelor of Applied Science in Information Technology - Information Technology
MyComputerCareer
Raleigh, NC08-2020
Skills
- Customer Relations
- Root Cause Analysis
- Quality Assurance
- Resource Allocation
- Strategic Planning and Execution
- Client Relationship Management
- Conflict Resolution
- Organizational Accuracy
- Project Management
- Relationship Building
- Complex Problem Solving Skills
- Research and Development
Areas of Expertise
- IT Project Management
- Information Systems
- Internal Infrastructure Administration
- Performance and Data Analysis
- Process and Efficiency Improvements
- HR and Payroll Software
- Program Testing Software
- Resource Utilization
- Associate and User Training
- Staff Development and Training
Timeline
Client Resolution Specialist
Truist Bank
06.2022 - Current
Assistant Store Manager
Ross Stores
03.2019 - 06.2022
Technical Support Engineer
CenturyLink
01.2017 - 03.2019
Business Information Technology - Information Technology
North Carolina A & T State University
Bachelor of Applied Science in Information Technology - Information Technology
MyComputerCareer
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