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Shalanda Snead
Lead Helpdesk IT Technician, Howard University
Location: Hyattsville, MD United States
Joined: Aug 6th, 2015

About (request update)

Education (request update)

Sojourner-Douglass College class of 2005

Undergrad Major: Computer and Information Science

Experience

I currently work with Howard University as Lead Helpdesk IT Technician
I have years of experience working in the Information Technology industry.

Lead HelpDesk IT Technician | Howard University
From January 2013 to Current • 13 year(s)
Answer calls and address user questions concerning software, hardware, email, passwords and access. Supervise a team of Student Employees, Interns, and Help Desk Agents.

Sr. PC Technician | CAEI, Inc.
From January 2013 to December 2013 • 0 year(s)
Configures, installs, tests, troubleshoots, repairs, and maintains personal computers and systems. Supervise Student Staff and provide instruction for supporting the iLab daily.

Sr. PC Technician | Sigman & Summerfield Associates, Inc.
From January 2012 to December 2013 • 1 year(s)
Configures, installs, tests, troubleshoots, repairs, and maintains personal computers and systems. Supervise Student Staff and provide instruction for supporting the iLab daily.

ITD ServiceDesk Contractor | Sigman & Summerfield Associates, Inc.
From January 2011 to December 2012 • 1 year(s)
Responds to users tickets inquiries/calls for assistance. Monitors the ITD ServiceDesk HEAT system and respond appropriately and timely to tickets.

Collection Lead | Comcast Corporation
From January 2010 to December 2011 • 1 year(s)
Supported and led a team of up to 15 representatives on collections issues. Handled escalated technical issues over the phone, email communication, and remote assist software.

Service Advisory Group (CAE IV) | Comcast Corporation
From January 2009 to December 2010 • 1 year(s)
Handled service issues escalated by technical support representatives, supervisors, and managers. Provided in depth technical support over the phone to customers with repeat issues.

Customer Account Executive II (Technical Support) | Comcast Corporation
From January 2007 to December 2009 • 2 year(s)
Provided superior customer service to subscribers that called in with service issues, billing issues, or questions about products and services. Mentored new and struggling representatives.

Freight Expeditor | Time Critical Freight, Inc.
From January 2006 to December 2007 • 1 year(s)
Freight expediting services.

Scalemaster | Soil Safe, Inc.
From January 2005 to December 2006 • 1 year(s)
Scale operations and material processing.

Technical Support Representative (Tier I) | Absolute Quality, Inc.
From January 2004 to December 2005 • 1 year(s)
Answered inbound phone calls for technical support and troubleshooter for clients' hardware and software issues. Trained new team members on sales strategies and propositioning clients.

CC Sr. Teacher | YMCA Balto. Co. Head Start
From January 1999 to December 2003 • 4 year(s)
Senior teaching position in early childhood education program.

Teacher I | Housing Authority of Balto. City
From January 1995 to December 1999 • 4 year(s)
Teaching position in educational program.

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