Lashunda Smith
16142 Parklawn Place 
Bowie MD 20716	240-206-9180 
[Send email using form at bottom]

Objective: To obtain a position with a respected company where my skills and
experience will be effectively utilized.

Major Accomplishment
My major accomplishment was in my most recent position when I assisted my
manager in implementing a new system to organize our support email inbox to
better assist our customers.  The task itself took long hours, assertiveness,
dedication, and lots of patience. In the end we had very satisfied customers who
praised the new system to be responsive and better organized.

Experience
2007–2009    Group 1 Software/Pitney Bowes Inc.   Lanham MD
Product Distribution Administrator

Primarily responsible for supplying customers with accurate up to date data to
use with our software.

Supported our customers with database issues via the support mailbox or via
phone.

Maintained/Supported the departments support incoming mailbox.

Created and maintained all software keys for distribution to our customers as
well as internal use.	

Alerted customers on a daily basis with shipment notifications for their monthly
data.

Maintained spread sheets for current and past data issues to assist customers as
they implemented data to run our software.

2006–2007   Group 1 Software/Pitney Bowes Inc.              Lanham MD
Technical Support Rep Level 1 

Answered inbound phone calls and e-mails resolving client’s application
questions or problems in the areas of system configurations/setup, product
functionality and product updates. 

Served as primary support liaison between company and customer as well kept the
customer abreast of how and when problems would be resolved.

Took part in any additional follow up, testing, and troubleshooting. 

Responsible for appropriate escalation to Level II or Senior Level Reps 

Attended internal training sessions on product specific and platform specific
information relating to Group 1 products. 

Created Knowledge Base entries, which initiated an approval process. 

On a rotating basis, provided coverage for 24/7 technical support.
	
2005–2006   Group 1 Software/Pitney Bowes Inc.        Lanham MD
Finance Coordinator 

Assisted Renewal Maintenance and Collections CSR's with various customer and
internal inquiries on maintenance invoices, as well as other customer concerns
with respect to renewal maintenance.

Invoiced customers for yearly maintenance through a Performa process in People
Soft.

Assisted Renewal Maintenance and Collections CSRs with the preparation of
maintenance billing data.

Contacted customers in our database to retrieve past due monies for expiring
maintenance.

Researched and resolved customer disputes by partnering with other departments
to address and resolve billing/collections discrepancies and to update customer
records
	
Education	
2008–Present	
Walden University On-Line	
Baltimore, MD
Degree: Business Administration
Field Of Study: Management

I am currently pursuing a degree in Business Management at Walden University
on-line.  I began this process to better my career as well as enhance my skills
as a professional. I believe my education and work ethics go hand and hand and in
turn will make me a more valuable employee.

References:	Available Upon Request.