Katherine L. McDaniel7481 Winona Ct.

Westminster, Co. 80030(303) 335-5050

K.mcdaniel26@yahoo.com

Key Skills:Communication: Exceptional oral and written skills. Excellent listening and

comprehension skills via telephone and in-person. Problem Solving: Develops and delivers solutions independently by applying analytical

skills and business experience. Strong self-starter with the ability to work independently with little guidance.

Team Player: Strong customer service skills and being part of a team. Planning/Organizing: Great attention to detail. Strong organization and time management

skills.Systems Knowledge: Knowledge of learning technologies, methodology, processes, tools

and solution components. Extensive experience troubleshooting Windows and iOS devices. Proficient in MS Word, PowerPoint, Excel, Pages and Numbers. Knowledge of Citrix, Active Directory, Mainframe, Novell, SalesForce, SAP, ArcMap, Windows, Microsoft suite, Data Mapping and Remote Desktop.

Work Experience:DigitalGlobe, Imagery Support Representative 05/15/14 - Current

Answer inbound email and phone communications Processes orders and prepares quotations and feasibilities. Prepares basic reports. Performs Image Archive searches. Assists customers with shapefile creation/conversion/AOI definition. Routes complex customer and technical issues based on established procedures. Daily use of SAP, ArcMap, Outlook, Microsoft Office, VPN, Citrix and SalesForce. Follows standard guidelines and established procedures. Effectively communicates with all levels of the company and government. Acts as the customer’s advocate within DigitalGlobe

Adecco - IBM/Concentrix, AppleCare Representative 04/22/13 - 05/10/14 Inbound solution center analyst for Apple. Troubleshoot iOS devices to include, wireless connection issues, Bluetooth, email and

iTunes for computers. Also have experience with IMAP and POP knowledge and a broad understanding of email accounts.

Knowledgeable in regards to storage databases to include iCloud. Involvement with screen sharing tools and ticketing systems. Authority to provide account security to include password resets and update account

information. Real-time training to level 1 Analysts as part of the Nesting Program with Apple, where

questions were answered and Apple policies enforced.

Professional phone etiquette and customer service. Excellent problem solving techniques, follow-up techniques and organization skills. Ensures quality assurance with every customer.

CCI – IBM, Help Desk Analyst 06/28/12 - 10/31/12 A solution center analyst for SunTrust Bank and some vendors. Troubleshoot computers with software and hardware. Involvement with Citrix, Active

Directory, Mainframe, Novell, Windows, Microsoft suite, Data Mapping and Remote Desktop.

Troubleshoot hardware issues for desktops, laptops, Blackberry phones and printers like HP, Toshiba Lexmark and Source Technologies.

Used ticketing system to track calls. Professional phone etiquette and customer service. Excellent problem solving techniques, organization, follow-up techniques.

Stay-At-Home Mom 03/2010 -06/2012

Walmart, Customer Service Representative 10/2008 - 03/2010 Responsible for sending money grams and processing money orders. Worked with large sums of money daily. Provided customer service by cashing payroll checks. Processed MoneyGram services. Responsible for transactions of returning goods and returning money to customers.

Education:Undergraduate at Front Range Community College, Westminster, Colorado 2013-2014G.E.D at Front Range Community College, Westminster, Colorado 2012

Volunteer:In high school, I took an AVID class which was highly active in the community. We did fundraising for Darfur and spread awareness throughout the community. I also volunteered at the city of Westminster by preparing fliers and goody bags.

References:Provided upon request.