OBJECTIVE

To obtain a position within a growing organization that will allow me to not only use my current skill set which is built upon Information Systems and Management, but to also built them up so that we are both assets to one another.

 

SUMMARY OF QUALIFICATIONS

I am an Information Systems Technician with over 10 years of Helpdesk and Customer Service experience.  I am proficient with desktop operating systems ranging from windows XP to Mac OS X and server OS’s from Windows server 2003 to 2012.  I also have experience in troubleshooting issues ranging from desktop configurations to local area networks ranging from 50 to 250 users.  I have a strong knowledge of TCP/IP, DNS, DHCP, and Active Directory.  I am an effective communicator with strong customer service skills who is equally adept at working independently or as a team member. Held Top Secret Clearance.

 

TECHNICAL PROFICIENCIES

•         Operating Systems: Windows XP, Windows 7, Mac OS 

•         Software Packages: Microsoft Office Suite, Oracle, Right Now, Karma (CRM)

•         RDBS:  SQL, Oracle

•         Server Administration (Active Directory: Windows Server 2003, 2008, 2012)

•         Networking Protocols: DNS, DHCP, FTP, SMTP, IMAP, POP3

 

WORK EXPERIENCE

SykesSumter, SC

Inbound Customer Service RepMay 2016-Current

·  Assist Bank of America customers with account and transaction inquiries.

·  Analyze and review transaction issues and disputes to determine best resolution for account discrepancies.

·  Service all accounts following bank guidelines and policies without discrimination or alienation to any customers.

·  Ability to process high call volume and maintain professionalism from call to call without let up.

Victoria's SecretFlorence, SC

Seasonal Sales Associate Nov 2015 - Jan 2016

·              Assist customers with selections and process purchases using POS Register.

·              Drive credit applications and develop customer relationships.

·              Push Promotional Items and Sales.

Olsten Temp AgencyFlorence, SC

Insurance Claims Processor (Assurant)July 2015 – Jan 2016

·  Process, review and amend homeowner insurance claims per policy based on client account being services.

·  Maintain standards of professionalism by meeting daily goals set forth by insurance clients.

·  Discuss, review and align homeowner policies with guidelines set forth by individual insurance agencies for home location.

Monster Worldwide, Inc.                                                                 Florence, SC.

Senior Technical Escalations Specialist                 Nov 2008 - Feb 2015

·              Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

·              Participates in development of client training programs by identifying learning issues; recommending instructional guides and tools.

·              Coordinates with other teams to ensure every troubleshooting avenue is taken to resolve client issue in timely fashion.

·              Collects information about problem and leads end user through diagnostic procedures to determine source of error.

·              Improves system performance by identifying problems, evaluating system performance; recommending changes to ensure full optimization of the site.

·              Assist GCS agents with understanding technical issues to ensure they have knowledge to be able to resolve more issues during first call.

·              Provides knowledge, tips and work-a-rounds to agents so that they understand how to address customer issues in a professional and friendly manner. 

National Accounts/Newspaper/Media Alliances Team

·              Process account profile updates, resolve order issues, and customized job postings for National Account Clients & Major Accounts.

·              Assist Relationship Managers in resolving client issues with the site, products, and other technical issues.

·              Assist newspaper and media clients in determining which products are more suited to their hiring needs, resetting newspaper admin accounts for partners, and adjusting account inventory as needed.

·              Duties include and are not limited to continued GCS support.

Global Customer Service Representative 

·              Assist both employers and job seekers in managing, updating, creating and deleting accounts.

·              Process credit request and invoice payments for employer purchases.

·              Troubleshoot site issues online, by phone, and over chat.

·              Work with multiple departments to ensure customer needs are taken care of and issues are getting resolved in timely fashion.

·              Guided customers through proper search techniques to achieve desired results.

SC Employment Security CommissionFlorence, SC.

Unemployment Claim Processing Clerk2008

·              Programming Assistant/Front Desk Clerk

·              Reviewed and updated the status of pending and new unemployment benefits claims.

·              Managed appointments for patron hearings for denials of benefits claims.

·              Assisted customers with denial of benefits hearings.

 

AccuStaff, Inc. Florence, SC.

Computer Services Technician (Florence Co. Library)2007-2008 

·              Managed LAN Network of 40 computers.

·              Serviced both internal and external customers with account issues.

·              Conducted nightly backups of system, and performed minor maintenance as needed.

·              Ensured that library computer policy was being enforced by monitoring users and assisting with corrective action when needed.

·              Assisted new patrons in applying for computer lab cards and teaching them how to properly log-in to the system.

·              Maintained calendar for free beginners’ computer courses.

 

QUALIFICATIONS & NAVAL TRAINING

·              First Line Leadership Development of Managers and Supervisors2006

·              Defense Messaging Systems Administration School 2003

·              Enlisted Air Warfare Qualification (EAWS) 2003

·              Tactical Systems Technician School 2002

·              Information Systems Administration School 2001

·              Enlisted Surface Warfare Qualification (ESWS) 2001

 

MILITARY SERVICE EXPERIENCE

USN Information Systems Specialist (IT2 SW/AW)

July 99 – Mar 01 USS Germantown LSD 42

Mar 01 – Sep 03USS Theodore Roosevelt CVN 71

Sep 03 – Sep 06NCTAM LANT

·              Maintained entire 2nd Fleet Commands connectivity to the LAN/WAN on NCTAMS LANT’s hub.

·              Performed updates, backups, and systems maintenance checks to ensure proficient running of both the Classified and Unclassified networks.

·              Using Active Directory managed, updated, added, and deleted user accounts from system.

·              Understanding of Infrastructure components and protocols and how they fit into an enterprise architecture, including network, TCP/IP protocols, various enterprise operating systems, virtualization, active directory, and various network/application protocols.

·              Monitored network for intrusion detection and made sure that staff were not accessing banded or unsecure sites from the network.

·              Created ‘Hot List’ to ensure that ship locations, coordinates, missions, and/or next port visits were not being leaked from onboard.

·              Transmitted, received, and processed all of the TR Battle group’s messages during Operation Enduring Freedom and Operation Iraqi Freedom.

·              Electronic Key Management System (EKMS) Custodian – issued, accounted, handled, safeguarded, destroyed, and disposed of Communications Security Material System (CMS) material in accordance with the instructions contained in the EKMS Policy and Procedures Manual, EKMS 1.

·              Command Duty Officer (CDO) – provided command-level representation outside regular working hours to effectively handle routine and emergency situations affecting the command.

·              Used Black and Red SAS Machines to obtain communications channels.

·              Able to build and operate voice and data circuits.

·              Processed message traffic manually on teletype, Gateguard System, and NAVMACS systems.

·              Planned work schedules, provided OJT training, ensured safe working environment, wrote performance evaluations, conducted negative and positive counseling sessions, recommended personnel for performance awards and mentored over 30 newly arrived personnel.

·              Flawlessly processed hundreds of classified and unclassified messages, and managed voice and data circuits supporting Naval Station Norfolk.