2007
Immigration and Customs Enforcement Help/Service Desk - The Department of Homeland Security

TEK Systems, www.teksystems.com
412 N. Cedar Bluff Rd., Knoxville, TN 37923, Contact: The Work Number, 800.367.5690

Functioned as member of a team handling calls from all over the world involving the U.S. ICE network.
* Management - Reset Password for agents that request it and accessed controlled applications,
adding New and Non-Employees to ICE controlled applications.
* Problem Solving - Issues within controlled applications and very basic connectivity issuse.


2006-2007
Geek Squad Agent - Mac. & PC Tech

BestBuy, www.bestbuy.com
8925 Town & Country Circle, Knoxville, TN 37923, Contact: HR Department, 888.237.8289

A team member that tried to make the field of New & Emerging Technologies easier to understand.
* Customer Support & Satisfaction - Provide customer service for the GeekSquad department
and educated the customer on how the products work.
* Problem Solving - Diagnose and fix hardware and software problems for customers on
the intake or PC bench.
* Management - Handle service calls with Mac OS related issues and answer all Macintosh
hardware and Mac OS related questions.

2005
Scripps Networks – Tech Support Desk
Staff I.T., www.staffit.biz

704 S Illinois Ave. Oak Ridge, TN, 37830, Contact: Office Manager, 865.425.0405

Part of a 2 person team handling calls from the Scripps Networks media network.
* Support - Resets Password as requested and answered question about applications.


2003-2004
Certified Sales Associate – Sales
RadioShack Corporation, (www.radioshack.com)

2039 N Broadway St, Knoxville, TN 37917, Contact: Employee Records , 800.843.4225

Acted as a part of a sales team.
* Customer Support & Satisfaction - Dealt directly with customers to solve any of their problems with the products and answered all technical questions.

2003
Nova Information Systems – Decision Rep
Express Personnel Services, www.expresspersonnel.com

8807 Kingston Pike Ste. W, Knoxville, TN 37923, Contact: LeAnn, 865.531.1720

Functioned as member of a team reviewing documention.
* Management - Verified fraud records for a wide range of Nova clients.

2001 - 2002
Technical Support Specialist, (BellSouth FastAccess Support Center)
Sitel, www.clientlogic.com
1089 Commerce Park Dr., Oak Ridge, TN 37830, Contact: Trish, 865.425.1400

Acted as a call agent, MOD and Tier I for support on thefor Mac. & PC with (ADSL) Bellsouth.net sService.
Problem Solving - Resolved customer premise issues and communicated with
network technicians for prompt resolution of any problems.
Professional Development – Expanded background knowledge in Microsoft Windows and
email client implementations and reconfigurations with the Bellsouth network.
Management - Technical Support Instructor on Mac OS 10.0 - 10.2.1 within the product
specialist group and acted and suppoot trainer for new employees .
.
Utility Mailer – Production 1994 – 2001
Knoxville News Sentinel, www.knoxnews.com
2332 News Sentinel Dr., Knoxville, TN 37921, Contact: HR Dept., 865.521.8181

Functioned as team member in the production department to produce the daily paper.
• Management - Performed quality control inspection on newspaper and inserts (approx 110,000 a day).