LaTanya Jackson-Franklin

       latanya.jackson81@yahoo.com

210-326-0239
 

 

SUMMARY OF QUALIFICATIONS

·               2+ years’ experience working with Active Directory domains.

·               2+ years’ experience supporting end users in Military environment both Air Force and Army.

·               Active Department of Defense Secret Clearance

·               Certifications: MCP Microsoft Vista, CompTIA Security+ CE, (MCP Windows 7 upgrade in progress)

·               Self-starting, goal-oriented strategist whose confidence, perseverance and vision promote success.

·               Major strengths in planning, problem solving and communication.

·               10+ years customer service experience

 

TECHNICAL SKILLS

 

Operating Systems         XP, Vista, 7

Protocols             TCP/IP, DNS, DHCP, SMTP, POP, IMAP, SSL, 802.1x, OSPF

Mail SystemsExchange 2003/2007, BlackBerry Enterprise, Outlook

Hardware                 HP, Dell, IBM, Intel, Transource, Tandberg

WirelessBelkin, LinkSys, Dlink.  Solid understanding of all the 802.1x protocols and associated security algorithms

Remote accessVPN, Citrix

UtilitiesNorton Ghost Drive Imaging/Cloning, PC Anywhere

SANDell, HP/Compaq

 

PROFESSIONAL EXPERIENCE

 

INSIGNT Global/ISHPI/Army North                                                                      Sept 2015-Present

·   Configure, diagnose, reload, utilize troubleshoot and repair all MS Windows and Apple® based laptops and desktops and all associated peripheral devices.

·   Configure, diagnose, reload, utilize troubleshoot and repair all MS Windows Office 2003-2013 applications and Apple® AGM-approved software with a good understanding of Outlook and related components on classified and unclassified systems.

·   Configure, diagnose, reload, utilize troubleshoot and repair all NCES products such as DCO Connect Online and other ARNORTH collaboration tools.

·   Configure, diagnose, reload, utilize, troubleshoot and repair with DCO XMPP Desktop Client.

·   Configure, diagnose, reload, utilize troubleshoot and repair all CISCO VPN client software.

·   Configure, diagnose, reload, utilize troubleshoot and repair all WiFi and AirCard applications and wireless services.

·   Utilize Active Directory tools to manage and create objects in MS Server 2003-2008.

·   Utilize remote tools to connect to remote desktops. Applications include SCCM, and/or Dame Ware.

·   Assist users during briefings and events with all collaborative tools such as Google Earth, Portals, alert systems etc.

·   Deploy ARNORTH G6 approved baseline images.

·   Provide dedicated service to mobile users providing initiation, on-boarding, and management of wireless devices under the Department of Defense (DoD) Mobility Unclassified Capability (DMUC) program, including up to 570 smart phones and 100 computer tablets

 

HCL America/USAAJuly 2015-Sept 2015

Remote services  team

·   Dealing with hardware and application support queries and issues reported to the
support desk and escalated to the Desktop Support Engineers

·   Use diagnostic tools to troubleshoot problems associated with network
connectivity, and workstation hardware/software

·   Take ownership and responsibility of queries, issues and problems assigned to
the Desktop Support Engineers

·   Escalate issues and involve experts wherever required in order to resolve issues
as quickly as possible

·   Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; Analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the closure

·   To analyze and integrate the CoE Process and adjoining HR/Business Processes for bringing out higher alignment by creating new designs or enhancing the current design as per industry and regulatory norms.

·   To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices

·   To prepare business requirement documents for automation/enhancement of the HR Process(es), lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.

·   Expediting and verifying ticket info

·   Analyzing ticket data to ensure SLA’s are met within the required amount of time.

 

apple onE ( mercury insurance agency)april 2015-July 2015

·   Provides first line customer service contact for Claims filing and other customer service activity.   

·   Communicates clearly and professionally with internal and external customers

·   Consistently adheres to high standards of performance and service excellence

·   Must be punctual and maintain attendance that meets or exceeds company expectations

·   Ability to multitask and work with web-based applications and other systems

·   Demonstrate effective time management

·   Ability to flex and adapt to different customer personality styles

·   Performs other duties as assigned.

 

tRANSCOM usaSept 2014-April 2015

CSR AARP (Client)

·   CSR’s main task is to offer full range of customer service to assigned Employer’s

Clients, by phone, fax, or mail/e-mail. Full range of customer service includes handling

of incoming calls and outgoing calls (incl. sales calls). The offered customer service

should be of highest quality - accurate, polite, and competent.

·   CSR’s work duties can as well include data input to Clients’ programs and other back

office tasks. The BO tasks should be made on first opportunity, precisely, without

mistakes.

·   Additional responsibilities may be added as the needs of the business change and

expand

 

IMCOM Headquarters              Ft. Sam HoustonOct10 - Nov13

Forward Deployed Tech/ VDI Tech

·   Imaged and configured user systems for all machines to US Army specifications.

·   Troubleshoots LAN/WAN network communications, operations, hardware and application software.

·   Assists in management of day-to-day operations of the site systems; monitor system performance and diagnose software/hardware problems.

·   Configured and synced all incoming Blackberry's for incoming personnel.

·   Assisting in the migration of 400+ users to IMCOM HQ Network.

·   Troubleshoots software/hardware and identifies network problems when relating to end-user's computers.

·   Virtual Desktop Infrastructure support for 100 + U.S. Army Installation Management Command customers at Ft Sam Houston, TX

 

 

Key Achievement: Supported 3 Star General/ All of IMCOM  in Video Teleconferencing to Pentagon.  Received coin from 1 Star General for exemplary service and support. 

 

Environment: Vista, SCCM, Active Directory, Symantec, Windows Server 2003 Enterprise/Standard, Iomega SAN, Exchange 2003MS Office 2003/2007.

 

Enterprise Service Desk               Lackland AFBJun09 - Oct10

Event Manager/Level 2 Advanced Technician/Trainer

·   "Go To" Event Manager, Supervised and mentored all Level 1/2 Technicians on the floor and answered for any elevated tickets.

·   Answered/created tickets in ESD email queue.

·   Performed account maintenance and advanced troubleshooting as Level 2 Technician.

·   Provided Level 2 technical assistance to over 500,000 Military and Civilian personnel throughout North America and Europe.

·   Reviewed and Quality check Remedy tickets that come through the Level 2 Event Manager Group.

·   Assisted Operations Controller with any necessary duties that will ensure better productivity, such as managing the production floor, and updating vital information.

·   Ensured local area network (LAN) guidelines, policies, were in compliance with all information systems policies and works on basic software applications.

·   Trained incoming technicians to prepare them for the floor.

 

 

Key Achievement: Coined 3 times for excellent customer service within the first 4 months, Tech of the Quarter, first quarter on the job.

 

Environment: Active Directory, Vista (64bit) network operating environment  OWA, SSL, POP3 SSL, IMAP4 SSL, EAS SSL, Remedy Ticketing System.

 

 

West Business Services                                                                                                     May04- June09

Team Lead/Customer Service Rep for various projects including:

AT&T, Bell South, Citibank, Bank of America, and Harrah’s Entertainment

·   Determines requirements by working with customers.

·   Answers inquiries by clarifying desired information; researching, locating, and providing information.

·   Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

·   Fulfills requests by clarifying desired information; completing transactions; forwarding requests.

·   Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.

·   Maintains call center database by entering information.

·   Keeps equipment operational by following established procedures; reporting malfunctions.

·   Updates job knowledge by participating in educational opportunities.

·   Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

 

 

EDUCATION

 

Southeastern Louisiana University, Nursing Major, Attended(Aug 2002-May2004)

East St. John High School (Diploma May 2000)

 

References: Available Upon Request