Susan Watkins
Profile:
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Excellent academic record (GPA 4.0)
Self-starter that takes the initiative to learn more
Continuously seeks new ways for betterment, with an exceptional skill
set of networking, software, hardware, operating systems and security
applications
Outstanding communication and leadership skills with an established
background
Above average analytical and problem resolving ability, with a track
record of optimizing operations
Extraordinary work ethic and a solid professionalism. Enduring positive
attitude and personality, preferred liaison for clients and staff
Education
B.B.A. Management Information Systems
7/2012 – 6/2015
Strayer University, Douglasville, GA
(On campus one night a week and lecture classes online)
A.A.S. Degree; Computer Networking and Security GPA 4.0/4.0
Lincoln College of Technology, Marietta, GA 5/2012
Madison Area Tech College, Madison, Wisconsin 2000-2001
GPA 3.8
Experience
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As a manager I created schedule’s that best utilized talent.
Striving for continuous improvement while adhering to the companies
guidelines for staff.
As a leader, my team’s performance and communication improved
significantly.
Set up and maintained client desktops, servers and printers i.e.,
Hardware and software, installing various OS and applications
Set up and maintaining securities, using remote assistance desktop to
alleviate issues.
Set up client server and peer to peer networks. IP addressing and
subnetting.
Replacement of internal components (RAM, Hard drives, CD ROM), etc.
Awards
4.0 Deans List Student
1st Place Annual Sales Award
Mobil Oil Circle of Excellence
Award, Ranked in the top 5 in
the Nation for Best Customer
Service
Software
Operation Systems
Microsoft Server 2008
Linux
Windows 8
Windows 7
Vista
XP Professional
Various other OS System
Applications
Service Now Ticketing System
Identity Management
Oracle Apps and BI
WAS Development Interface
eTrain
eRQA
InForm
ReMacs
POS
Service Point Store Management
MS Active Directory
SMTools
LHDEV (Lighthouse Device Configuration)
SSUI Tools (Radiant POS Support Tools)
Cyber Ark
Office Communicator
Avaya one-x Agent (VoIP)
MS Word, Excel, Power Point
MS Live & Outlook Email
Adobe
McAfee Anti-Virus
Symantec Anti-Virus
Power ISO
PC Login
Virtual Machine
VM Ware
Hyper Vision
Quick Book Customer Manager
MAS 200,
SBC Dejawin
Accpac Software
JD Edwards
Various other applications
Additional Experience
Prior extensive experience in customer service and direct sales/cold
calling; researched, prescreened and interviewed potential clients.
Engaged in finding and attracting new clients while building a strong
rapport. Creating and proposing business proposals to potential clients.
While keeping a hands on relationship to keep information and
evaluations of client data up-to-date and as accurate as possible.
Established and maintained customer files and accounts, verified and
validated information data, credit checks, completed and documented
property valuations, held legal signings and closings, customer billing
and invoicing, handled payment transactions, data entry and small office
accounting.
Previously managed sales reps for six years for direction and problem
resolution; customer service/relations, tech support, marketing design
(bi-monthly product flyers and other campaign projects) along with
order processing, preparing and dispatching work orders, maintained
inventory; purchasing and order fulfillment, updated price list and
inventory documentation.
Skills
Has strong Integrity and believes in business ethics. Upholds a positive
attitude and outgoing personality while maintaining a professional
approach, works very well with management and staff in a team
environment and needs minimal supervision when working alone;
The ability to network, build rapport, develop and maintain loyal
customer and employee relationships.
Extraordinary negotiating and closing skills, excellent organizational and
problem solving ability with attention to detail, and the aptitude to
handle multiple task and deadlines.
Great data entry skills, form designs and many other skills that come
with 19 years of office experience.
*My combined experience and skills have made me successful,
yet it encourages me to learn and excel more every day.
Hardware
D-Link 26 port switch
Patch Panels
Forinet & Cisco Routers
NCR/Radiant POS registers
(P1220, P1230, Dli8800)
NCR/Radiant receipt printers
T85, T88, L90
Source Technology printers
ST9600-9700 MICR pinters
iPads & iPhones
AeroHive AP320-340 and
AP330-350
Linksys CM100 modem
Linksys Wireless G Router
Cisco 2500 & 2600 Switch Cisco
Catalyst 2900 XL
Series Switch
3Com 3824 Switch
HP Compaq dc5800, a847c
desktops
Dell Latitude & Studio
Laptops
HP Office jet Pro L7780,
L7680 printers
HP Laser jet P4015N
HP Office jet 6600-8800
Various other hardware
Networking
Remote Assist
Remote Access
Wireless Access points
DMZ
TCP/IP
LAN/WAN
Ethernet
Client Server
Peer to peer
Various other networks
Employment History
TRC/Chick-Fil-a
Information Technology Contractor
Help Desk
5200 Buffington Road
Atlanta, GA. 30349
Duties include:
Monitor and Support up to 6000 restaurant devices that include POS,
MICR printers, receipt printers, KPS equipment, routers, servers, and
Chick-Fil-a back office computers.
Monitor and Support restaurant software and web applications POS Store
Management, Remacs, InForm, LHDEV, Check Writer, Labor Scheduling
and various other programs.
Respond to questions and issues from callers; remotely assist Operators,
managers, and team members with technology problems in their store.
React quickly in troubleshooting and resolving equipment issues and
critical services, escalating to the appropriate team or vendor when
necessary.
Create Service Now Incidents for all help desk calls and events.
Strive to facilitate next issue avoidance thinking.
Ensure customer satisfaction in every step of problem resolution by
keeping the customer involved with the process and following up after
issues are resolved.
Atlanta Computer Doctors
2788 Defoors Lane Suite 111
Atlanta, GA. 30318
404-556-7662
Part time Contractor – Network Administrator,
Computer maintenance and repairs.
By appointment and on-call 24/7 position.
July 2010 – Current
Duties include:
For new clients: Build and set up the requested network environment i.e.
build and install desktops, printers, fax, servers (file, print, data, web
servers, etc.) Build and install network communications system i.e. install,
routers, switches, hubs, run RJ45, CAT5 and any other data cables needed,
test and trouble-shoot new setup hardware and make any needed
adjustments. Install requested OS and software manually or automatically
from a created image (most popular are Windows and Linux). Complete
software and driver updates. Install and configure security settings and
software for client and servers.
For servers Windows Server 2008 OS or Linux Server SUSE Linux
Enterprise Server OS (set up users, permissions, group policies and other
needed configurations. Set up client server and peer to peer networks. IP
addressing and subnetting
For current clients: Provide support by trouble shooting software and
hardware issues, maintain client desktops, servers, printers. For new
applications and software, a virtual environment is used to test
compatibility and usage requirements. Any failed or outdated hardware
is replaced (new client desktops, external hard drives, add additional
ram, replace hard drive CD ROM, etc.)
Home Health Care
Mableton, GA. 30168
Private home health care
January 2010 – Feb 2013
Rural Mutual Insurance Company
A Farm Bureau Service
5376 Farmco Drive
Madison, WI. 53704
Agent/Office Manager
February 2007 - January 2010
Perkins Oil Company
4707 Pflaum Road
Madison, WI. 53718
Interim Sales Manager, Inside/Outside Sales & Customer Service,
Sales & Technical Support,
Assistant to the Vice President & President
December 2001 - February 2007
6 years
*References Available Upon Request
Susan Watkins
Phone: 770-733-9731
Email: SusanWatkins.IT@gmail.com