1. Elizabeth R Laymon
136 Wendy Way Dunlap, TN 37327 Cell: 423-637-3838 Email-bethl0610@gmail.com
My goal is to become associated with a company where I can utilize my strong customer service
skills/soft skills to gain further experience while enhancing the company’s productivity and reputation as a
problem resolution specialist in a help desk environment. Graduated Valedictorian in Business with an
Associates of Science. Alpha Beta Kappa Honor Society member. Extensive experienced in a call
center/customer service/desktop support environment(20 yrs.) providing service by communicating
effectively with the customer personnel, via phone support, email, providing necessary training, Office
technology troubleshooting, internal desktop support in a Windows XP, Windows 7, Windows NT and
Microsoft Office environment. As a lead, assisted with all the work related issues in the organization and
responsible for taking care of the employee’s queries and feedback. I assisted with all end users for
effective troubleshooting/training for employees which helped in continuous learning and growth of the
organization.
April 2013 – Present
Zycron, Inc. (Tennessee Valley Authority)
IT End User Analyst - A
Help desk environment. Provide what the end user is needing to be able to perform their duties on their
jobs for all the TVA sites.
Customer Service: Available to take calls with issues that will halt the user to be able to perform their
duties. Troubleshoot the problems that they are having, whether it is with their computers, an application
they are trying to perform their work, printers, phones and mobile items.
Job duties consist of Software installs, Account creates (Enable and Disable), Global group access,
Service accounts add, Shared mailbox creation, and issue of soft token and hard tokens. Update our wiki
knowledgebase.
Problem Resolution: Extensive skills in problem resolutions and knowing the resources to get the issues
resolved. Works well independently, or in a group setting providing all facets of computer help desk/end
user support. Provided training for end users in TVA applications, all Microsoft software apps. Skilled in
troubleshooting and assisting end users with Office Technology Printers, Scanners, Faxes, Multi Function
Devices, In depth knowledge and understanding of Microsoft Office, Windows NT, Internet Explorer 7, 8,
9 &11, Windows XP & Windows 7, Outlook, Team Player, Fast Learner, Soft Skills.
April 2001 – April 2013
Gold Bond Inc, Chattanooga, TN
Customer Service/Help Desk Specialist
Order entry-process orders for entry to the vendor. Provide what the customer wants processed and
relayed to the outside vendor to produce. Diagnosed and troubleshooting, resolving client’s issues.

2. Customer service: Constant contact with all the customers to get additional information needed to
process order, i.e.…item color, art or imprint color. Process customer credit card info an handled on a
average 100 calls a day. Assist customer with graphic art design as needed in different software
packages/requirements as needed.
Purchasing, Process purchase order to the outside vendor to order the item as per our customer needs.
Assist customer with pricing on special items that is not a normal item we order. Calculating pricing
discounts for customer as needed.
Problem resolution, Problem resolution, if the customer receives an item that is incorrect, where it is the
wrong item, wrong imprint or imprint color. We resolve by offering a discount or have item re-done
correctly. We negotiate between vendor and customer if it is a vendor error. Extensive documentation
and multi tasking skills required.
Help Desk Support/End User Support- Works well independently, or in a group setting providing all
facets of computer help desk/end user support. Provided training for end users in Navision, all Microsoft
software apps and guidance in process improvements/changes. Skilled in troubleshooting and assisting
end users with Office Technology Printers, Scanners, Faxes, Multi Function Devices, In depth knowledge
and understanding of Microsoft Office, Windows NT, Internet Explorer 7 & 8, Windows XP, Outlook, Team
Player, Fast Learner, Soft Skills
October2002 – March 2003
OlanMills,Chattanooga,TN
Proofer/Desktop Support Technician
Checkedpicturestomake sure noimperfectionisonthe pictures. EndUserSupportof hardware and
Software
August1992-August 1995
TVA-WattsBar
Clerical Position-Entered all work orders and purchaseorders for engineering
Technical Skills:
Office Technology-MFD, Faxes, Printers, Scanners, Phones, Keyboard skills (wpm 60), Soft skills,
Extensive Customer skills, Microsoft Office- all apps, Outlook, Internet, Dell Computers, Windows NT,
Windows XP, Credit Card Processing Equipment, Outlook, IE7, IE8, IE9, and IE11. Skilled
Troubleshooter, Successful background in problem solving, Working knowledge of PC repair, Software
Installs, Adobe illustrator and pdf experience. Fast learner and team player.
Education:
2014-2016: Miller-Motte Technical College - Business Management - Associates Degree-
Valedictorian, Alph Beta Kappa Honor Society member
1982-1983: McKenzie College-Business Administration & Senior Account -1yr
1997: Chattanooga State-Computer Literacy
1982: Hixson High School