STEPHANIE D.

PICKERING
6 W Camden Wyoming, Camden Wyoming, DE 19934
Phone: (302) 357-7537 | steffy44p@email.phoenix.edu

CLIENT SUPPORT REP / 35 YEARS EXPERIENCE IN SUPPORT CENTER SETTINGS

Results-driven, dedicated client support professional offering:

Extensive experience in resolving customers issues and concerns in a timely, courteous manner.
An unwavering commitment to customer service, with the ability to build productive relationships and resolve
complex issues.
Well-organized and self-motivated with the ability to rapidly learn new tasks.

EXPERIENCE

IT Resource Consultant/Technology Support Specialist II/ IT Support Consultant

University of Delaware, Newark, DE
2010-present

Serve as first point of contact for questions regarding basic operation of computers, modems, and viruses, as well as
navigating web and desktop applications. Analyze and troubleshoot client issue. Create incident report including all steps
taken to diagnose and resolve the issue. Provide technical consultation and training, selection, installation, and application
of computer hardware and software in the design of voice and data networks, and websites for University faculty and staff.
Provision accounts for access to a variety of University systems following documented policies.

Key Accomplishments:

Served as main resource for Support Center for calls regarding LMS systems including Sakai and Canvas. As I
learned the systems, I was able to resolve the majority of the calls without needing to escalate to the LMS group
for further assistance.
Resolved client access issues in all PeopleSoft instances, Oracle database, Cash Net, and Advance.
Developed and complete hardware and software inventory of all computing systems in Athletics. Reviewed all
systems for installed software, updated and secured systems as necessary. Reformatted or recommended and
configured new hardware as approved by department.
Created Knowledge Base articles in the Footprints incident management system to allow other consultants to
resolve issues for which I had found a solution.

Dispatch Lead/Help Desk Support

Atlantic Broadband, Grasonville, MD/ Middletown, DE
20032010

Provide PC/server/network support for customers for a small cable company. Troubleshoot, diagnose and resolve client
technical issues. Resolve network connectivity, software, and desktop and user access issues by phone or walkup with
emphasis on first call resolution. Assist customers in configuring modems and routers to work with personal PCs. Provide
effective communication with technical and non-technical staff during network outages. Utilize my extensive knowledge of
LAN equipment, including hubs, switches, fiber, cabling, and associated software and diagnostic tools to resolve client
issues.

Key Accomplishments:

Acknowledged as Total Quality Customer Service Professional.

Increased customer retention with knowledge of products to counter customer concerns working closely
together.
Lead customer care team successfully before moving into dispatch and Help Desk Support supervisory
position.
Utilized proactive planning to notably increase morale in all departments.
Created dispatch schedules to improve customer relations in all areas.
Created a work schedule that was beneficial to the team and the company.

Customer Care Supervisor

MBNA/Wood Co, Christiana DE
2001-2002

Supervise customer care employees who service customers on the telephone, in person, or online. Ensure that customer
care employees deliver positive customer service for internal and external customers seeking answers to issues.

Key Accomplishments:

Provided training for customer service representatives to enhance customer solutions and overall customer
satisfaction.
Processed payroll, scheduling, new employee training and development, inventory control, ordering and
merchandising.

Sales Manager Front End/Accounts Receivable

Newport News, VA
1997-2001

Manage department inventory, in-stock position, pricing integrity, merchandising, labor, and operational processes to
company standards. Sell products implementing sales plans; establish sale objectives to forecast and develop sales
goals. Maintain sale volume and profit for existing and new products. Maintain sales goals by selling, recruiting, and
training sales employees.

Key Accomplishments:

Bookkeeping, processing payments, remitting statements, bank deposits, balance cash tills from all sites,
accounts receivable, along with handling incoming correspondence.
Purchasing, merchandising and uptrend sales from showcase floor level to orders from outside of regional area.
Responded to client questions and concerns, new employee training and development, scheduling staff for
proper coverage, evaluating wire service providers, handling stock purchases as-well-as decisions for
introducing new product to the business. Making pricing adjustments along with discounting items. Reaching
and beating projected sales goals. Consistently achieved sales goals building customer trade.

EDUCATION

Associates of Arts in Psychology, University of Phoenix, Phoenix, AZ

Bachelors of Science in Business Management, University of Phoenix, Phoenix, AZ
Computer Familiarization Certificate, Savannah Tech
Information Technology Management Course, University of Phoenix, Phoenix, AZ
Human Resources management Course, University of Phoenix, Phoenix, AZ
Certification How to Supervise People
NCTI Certification Troubleshooting in Customer Service
NCTI Microsoft Outlook Certification

AWARDS
International Business Scholarship: Delta Mu Delta

SKILLS

Hardware and Software

Ethernet, Cisco/Belkin/Micasa Routers, Motorola Modems, Video and Sound Cards, Macintosh PCs, Dell/Unix/ Excel,
Outlook, Power Point, C-cor, Work Assure, CSG, Solar Winds (Network Monitoring Software), Sakai, Canvas, Remedy
and Numara (Footprints), Various Operating Systems.