Shanda Edmonson

About Shanda Edmonson

CUSTOMER & VENDOR SUPPORT PROFESSIONAL Consistent record of delivering outstanding service Highly accomplished professional with extensive experience in technical troubleshooting and customer support. Extremely hands on leader and problem solver with a strong aptitude in translating technical language in non-technical terms. Known as an excellent oral and written communicator who effectively works in team as well as individual assignments. Over ten years of combined Customer Support and technical troubleshooting experience. Dedicated and willing to take on extra responsibility to complete tasks. Operates under minimal supervision. Created client specific training for new hires. Mentored Trainees and Interns. Customer Service HDI Certified Specialties: adobe acrobat, adobe photoshop, call center, computer hardware, customer relations, customer service, customer support, database administration, desktop pc, documentation, Ethernet, fax, lan, laptop computers, lotus notes, microsoft office, microsoft windows nt, networking, pc, management, servers, shipping, sop, tape drives, tcp/ip, technical support, technical training, telephone skills, troubleshooting, upgrades, vendor relations, vpn. Available for full time opportunities. Please contact me directly at s••••••••@gmail.com

Experience

1. Technical Support Specialist

   ADP

   Oct 2020 — Present · Parsippany, NJ, US

   Provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all supported applications or products. Responds promptly and professionally. Analyzes client issues to determine if resolution can be found on initial call or if second level support is required. Supports and installs upgrades and assists in all technical problems (i.e. performance, security, etc.) for the ADP supported products. Effectively troubleshoots, replicates and develops workarounds for client issues. Documents and communicates the results to the client and/or Corporate Development. Maintains appropriate records of client contact through the CRM system. Uses Knowledge Management database to locate solutions to issues. Ensures case notes thoroughly detail the problem/resolution, are comprehensive of the issue and are professional. Performance issues related to client infrastructure integration are referred to a peer with specialization in the particular platform or application. Gathers client databases and environment variables and recreates client scenarios in a PC Lab environment in an effort to resolve complex database issues. Acts as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner. Provide technical support to all levels of Service Support Specialists regarding the resolution of product and client issues. Mentors and trains newly hired associates to ensure successful integration into the role. Provides feedback to management. Prioritizing critical issues, providing direction and ensuring appropriate client support is delivered in a timely and effective manner. Stays current with emerging technology and trends to provide support. Remains proficient on networks, operating systems, hardware, software, databases, browsers and related products. Performs other related duties as assigned.

Education

• Katharine Gibbs School

  Certification, Administrative Assistant and Secretarial Science, General

• DeVry University

  Associate of Science, Health Information/Medical Records Technology/Technician

• AVTEC Institute South Plainfield NJ

  Certifications CMAA CEHRS CMBCS

• Avtech Institute

  Certifications CEHRS CMBCS CMAA, Health/Health Care Administration/Management

• DeVry University

  Health Information Technology, Health Information/Medical Records Technology/Technician

  2010 — 2013

• Capella University

  Bachelor of Science - BS, Psychology

  2015 — 2019