CHERYL L. LEE5427 Lakemont Blvd SE #712

Bellevue, WA. 98006702-591-7700

mageaka37@gmail.com

OBJECTIVE:

To provide support for all clients by combining my skills in customer service along with my years of technical support experience..

JOB EXPERIENCE:ZAPPOS.COM May 2010-July 2015IT Support Technician Las Vegas, NV

Providing software/hardware technical support for end users via phone, chat, remote desktop, Bomgar and in person.

Utilizing Active Directory to manage and setup accounts/permissions. Prepping new hardware for deployment. Imaging and upgrading laptop PC’s, MBP’s and Desktops. Setting up new hire accounts and ensuring they are ready for their first day on the

job. Completing projects assigned to me in an organized and timely manner. Documenting each issue in a ticketing system (Jira).

COX COMMUNICATIONS Aug 2006-Dec 2008Dispatch Supervisor/Customer Care Supervisor Las Vegas, NV.

Provided training for all dispatchers to become universal and proficient in all areas.

Supervised the daily operations of the Dispatch Department. Responsible for the selection, development and coaching of team members. Conducted monthly “one on one” coaching sessions. Implemented and delivered corrective actions. Ensured representatives met minimum requirements while developing team

members to advance their career within Cox Communications. Responsible for supervising employee schedules, vacation/sick time, AHT, Wrap

and Quality Standards. Facilitated meetings, and completed projects assigned to me in a timely manner.

COX COMMUNICATIONS Jan 2006-Aug 2006HSI Data Support Coach Las Vegas, NV.

Responsible for the continued training and development of my team. Monitored and maintained service level goals by managing the queue and

coaching reps. Resolved customer escalations by utilizing professional customer service and

technical support skills.

COX COMMUNICATIONS May 2005-Jan 2006CBS/HN Data Support Technician Las Vegas, NV.

Took inbound calls for HN, CBS, Telephone and residential customers. Helped customers troubleshoot their Internet connection as well as email settings. Completed all extra tasks assigned to me in a timely manner. Maintained an acceptable talk time as well as high quality standards.

EDUCATION:CCSNA+ Certification

HIGHLINE COMMUNITY COLLEGE Feb. 92G.E.D Des Moines, WA.Met all Standard Requirements

COX COMMUNICATIONS 2005-2008Certificate Of Completion Las Vegas, NV.

Participated in several training classes, including:Coaching AgilityLeading for ResultsFacilitative LeadershipTargeted SelectionCivil Treatment for ManagersCreating an Inclusive EnvironmentDialogue WorksProactive Employee Relations

SKILLS

Trainer Excellent organizational/time mngmnt Word/Excel Excellent customer service skills Windows & Macintosh OS Strong problem solving skills 70-100 wpm typing and 70+ on 10 Key Multi task oriented Ability to learn quickly Strong verbal and written comm. skills