Shenetta C. Funderburk
3350 Beeson Acres Road
Winston-Salem, NC 27105
Home:  [Send email to request phone number] 22-6523 / Work:  [Send email to request phone number] 70-2134
 

CAREER OBJECTIVE
Technical Training and Support  

SUMMARY OF QUALIFICATIONS
•	Over 10 years’ combined experience in security, software, and hardware
technical support.
•	Completed GMAC Trainer’s Course Design Workshop and Facilitation Skills
training, ITIL Foundation – IT Service Management training, A+ Certification
training. 
•	Assisted management with interview selections, new employee training,
facilitating call center workflow, implementing new department procedures,
conducting group training and incident management for Help Desk problem reports.
•	Designed and implemented IT Technical Support training sessions for over 30
company employees. 
•	Created and maintained procedure manuals for IT Help Desk Support and
Afterhour Virtual Help Desk groups.
•	Demonstrated the ability to provide guidance to less experienced personnel. 
Resolved escalated issues and conducting research for production problems. 
•	Demonstrated strong customer service experience, ability to handle and
coordinate multiple tasks and work in a fast paced environment while meeting
aggressive business deadlines.

EDUCATIONAL HISTORY

Express Coaching Certification	Life Coaching Certification 2008
COMPTIA A+ Boot Camp	COMPTIA A+ 2003 Certification 2007
ITIL Foundation Certification	ITIL Foundation Certificate in IT – Service
Management 2007
GMAC HR Training	Training Facilitation Skills, 2004
	Training Class Design Workshop, 2001
University of Phoenix Online	Project Management –Undergraduate Courses,
1998-1999
Forsyth Technical Community College	Certified Notary Public Course, 1995
Miller – Motte Business College	Administrative Assistant Diploma, 1992
US Army MOS Training	Certified Petroleum Supply Specialist, 1991
Winston –Salem State University	Undergraduate Courses, 1990

EMPLOYMENT EXPERIENCE

GMAC Insurance 		September 1993 to present

SENIOR DESKTOP SUPPORT ANALYST – 3 years
•	Responsible for 2nd level support for Service Desk and Desktop Support Teams
assisting internal and external customers (agents).
•	Conducting training for Service Desk Analysts, Marketing employees, agents,
and small groups.
•	Assisting management with selecting, and interviewing, team members.
•	Providing additional support for facilitating workflow using Avaya CMS
Supervisor and Nice Universe. 
•	 Working with different IS&S groups to resolve outstanding system issues.

HELP DESK ANALYST II – 7 years
•	Providing first and second level technical support for GMAC company employees,
external agents, and vendors.
•	Creating training manuals and conducting training classes. Participated in
cross training with IS&S Trainers.
•	Experience in troubleshooting mainframe applications, network administration,
mainframe security, LAN/WAN support, remote access, computer hardware and
software. 
•	Analyzing and identifying problems with both sophisticated hardware and
multiple software platforms in corporate environment.
•	Participated in the interviewing process for new Technical Support employees.

AGI SUPPORT REPRESENTATIVE – 1 ½ years
•	Training external agents, loading rating software, and editing rating software
programs in DOS and Windows environments.
•	Trouble-shooting external agent’s computer modem connections and printer
configurations.
•	Assisting in the training of new Agency Interface team members.

CLAIMS CALL CENTER REPRESENTATIVE – 3 years
•	Documented new automobile losses using loss reporting applications.
•	Analyzed new claims losses and distributed workflow to claims adjusters as
coverage assignment specialist.
•	Assisting in the training of new Clams Call Center and Claims Telephone
Adjusters.