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Email Monica B
Monica Yvette Ball

5602 Harbormist Drive*Powder Springs, Georgia*30127(404) 754-7123 mball333@comcast.net

SUMMARY

A motivated professional with strong organizational skills; excellent communication skills with business and accounting knowledge; Currently accustomed to working with and building a rapport among customers, management and other employees. The ability to solve problems, a team player and also capacity to handle sensitive issues in volume arenas with demanding time requirements.

IT Specialist and Consultant Experience
* Configure bridges, wired and wireless routers, switches, and hubs for residence and business customers in the Atlanta and the surrounding areas of Atlanta, Georgia.
* Handle computer installations, maintain, troubleshoot and upgrades computer hardware, software, personal computer networks, and peripheral equipment.
* Acts as a technical resource in assisting customers to resolve problems with equipment and data recover. Troubleshoots problems with computer systems, including troubleshooting hardware and software, e-mail (POP3, SMTP and HTTP, FTP, TCP/IP, VoDsl, VolP, broadband, TCP/IP, and DSL; troubleshoot VPN, dial-up, and WAN &. LAN), wireless and cable network and peripheral equipment problems; makes repairs and corrections where required
* Installs, assembles and configures computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; pulls cables and rewires or directs the rewiring of cables as required for new installations and office reconfiguration
* Provided system administration and helpdesk support to include software and hardware installations, maintenance, upgrades, troubleshooting, and support under stringent deadlines in a fast-paced.
* Built workstations; configured laptops and desktops using Norton Ghost; troubleshoot VPN, dial-up, and WAN &. LAN.
* Served as Technical Lead on major projects
* Troubleshooting and maintained all computer system Compaq, HP, printers, servers, desktops, and laptops.
* System Administrator with responsibility for managing internal users.
* Technologies include Windows 98/NT4/2000/XP/SQL 2000, 2003, Active Directory, Domain, Local Security Policy, Blackberry, PC Anywhere, ACT!, Microsoft Office 2000/2003, Lotus Notes, Wireless, Printing Software and MS Exchange

Outside/Inside Account Manager Experience
* Assisted customers in selection of ACT! Software, Support and ACT! Add on Software.
* Research and evaluated each product in order to sale product well
* Maintained 100% SPE that granted me awarded for the highest in my group.
* Strong oral and written communication skills; efficiently communicate with management, peers and customers.
* Recognized for strong work ethic and respected as contributing team player through consistent collaboration with co-worker s, integrity and commitment to success.
* Assist customers with desktop support for their Peachtree Accounting Software - Windows and DOS versions
* Advise customers on purchases of technical support and Peachtree software, Daceasy and Timeslips
* Troubleshoot customer problems by determining which software and support plans would meet their needs.
* Handle approximately 80-100 incoming/outbound calls daily from both existing and prospective customers
* Member of the 100% Club for Closed ratios of 125% monthly.
* Achieved awards for the top SPE for two Quarters
* Issued pricing and proposals for computer maintenance to existing customers using Microsoft Excel and Microsoft Word spreadsheets
* Achieved all assigned quotas and goals with averages of over 1 million YTD quota dollars
* Managed maintenance contracts for seven districts - over 100 accounts daily
* Building customer relationships: being first point of contact; maintaining contact with all customers; using email, phone, and online chat
* Increasing customers' understanding of computer maintenance agreement
* Schedule follow-up call with all potential client using my ACT! Software,Davox and Outlook pipeline.
* Occassionaly met with client off-site to demenstrated how peachtree payroll service would benefit their company growth.
* Responsible for sales of Peachtree Payroll Services and Direct Deposit through telesales activities to the Peachtree Accounting customer's base.
* Sales activities include lead follow up, cold calling outbound sales campaigns (via auto dialer), and handling of inbound calls responding to various marketing programs.
* Responsible for lead qualification, sales pipeline management, customer needs exploration, knowledge of Payroll Services products, and sales closing.

Account Manager Team Lead Experience
* Sales performance metrics is measured in the areas of sales quotas, units and revenue sold, close rates, quality scores, work adherence and time management.
* Achieved and maintained all expectation in Payroll and Direct Deposit accounts received from clients with 110% unit attainment.
* Job duties include coaching, monitoring, interviewing, authorizing approval and making management decision for my group.
* My Account Managers would schedule web demo payroll training session with their potential clients and me. I would than demonstrate how our payroll service would fit their needs along with answering questions that they had afterwards.
* Led "side by side" training for new hires to determine their potential for working in pressure situations.
* Prepares and retain records, files, reports and correspondences according to Sage Software performance management system policies.
* Provided second level telephone support for 11+ Account Managers.
* Conducted and traced performance metrics and quality monitoring on all Account Managers.
* Responsible for reviewing and approving timesheet and scheduling salary adjustments.
* Coordinated employee recognition, evaluations, and action plans.
* Completed projects and other administrative function as needed



Career History

Ball Computer Consultant IT/Consultant 9/2001 - 05/2007

Rescuecom, Atlanta, GA Field Technician 2/2006 - 10/2006
Sage Software Peachtree Payroll Account Manager Team Lead 11/2001 - 2/2006

Finova Corporation Collateral Analyst 5/1999 - 2/2001

Economy Mortgage Loan Officer 6/1997 - 5/1999

Vanstar Technology Corp Account Manager 7/1992 - 4/1997



Education and Certification

Chattahoochee Technical College- CCNA (Cisco Certified Network Administer) Diploma 1/2004 - 12/2004
Ctec Academy - A+Certication 7/2002 - 10/2002




Skills and Training

Computer Hardware and Software Installation experience, Microsoft Office 2000,2003(Excel, Word, Power Point and Access Training) MS Windows Products, DOS, Daceasy (POS) for cash register Software, All Peachtree for Windows Software, Timeslips. Lotus Notes Cert. Microsoft Exchange/Outlook and AS400 PC Support; Built Computers for customers; Repair IBM, Compaq, HP, Gateway &Dell; Experience with cash register installation, printer, laptops & etc. ACT! 6.0 & 7.0 Basic programming skills, Experience with Networking technologies, FHA/VA loan, home purchase loans, equity Loans and refinance loans.



References:


Arlene McCoy
Customer
Re/Max Reality
770-843-7318


David Peterson
Manager
Sage Software
770-724-4000