Customer Support Resume

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Frederick Douglas High School, Upper Marlboro, Maryland

Diploma

Prince Georges Community College, Largo Maryland

General Studies

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Phacil Inc (Census Bureau) Suitland,MD

Decennial Help Desk Rep

Assist clients of the Census Bureau with walking them through steps on fixing their issues/problems with their (Samsung, Android Smart Phones). Some clients are in need of assistance with updating softwares, employee accounts, such as ( passwords reset, passwords unlocked, accounts unlocked, apps being uninstalled or reinstalled, reporting lost/stolen equipment, setting up CISCO voicemails, payroll questions). If unable to assist clients they are then transferred to other departments that specialize in their current issue.

Doctors Community Hospital Lanham, MD

Medical Equipment Technician

Assisted Nurses by escorting equipment to rooms throughout the hospital to include the pediatric, adolescent, adult and geriatric patient. Answered phones for request that come in regarding medical equipment. Provided great customer service to patients in the hospital while servicing equipment in their room who weren't often in the best of spirits. Ability to work well under pressure due to unexpected changes in patient’s health status. Showed attention to detail due to the sensitivity and importance of properly functioning medical equipment. Patients and Nurses alike rely on these machines (SCD Pumps, IV Pumps, Modules, Bare Huggers-cools body, Kangaroo Pumps “feeding tubes” etc.) to monitor patients, administer medicine, and food. Ensure that the equipment used is properly sterilized, cleaned, and fully functional. Test, calibrate parts, repair and replace equipment parts. Equipment must be ready to use at any time especially when a patient goes into a critical state. Perform preventive maintenance and service. Keep records of maintenance and repairs. Responsible for maintaining Code Cart; contains medical equipment as well as medicine for patients and is often used for patients in distress. Any errors are reported in the INCARE database. Managed replacement of medical equipment. Equipment that cannot be repaired onsite is sent to BIOMED for severe repairs.

USPTO (Evolvers) Alexandria, VA

Telework Project Monitor Scheduler

Assisted with Scheduling Monitors and other computer equipment for teleworkers. Organized, implemented and maintained scheduling management system supporting identified projects and their plans. Reviewed paperwork to see exactly how many monitors and clients needed for delivery. Reviewed Fed-Ex deliveries through Fed-Ex tracking to insure packages were delivered to proper addresses, and delivered on the scheduled date. Followed up with management to insure updates and changes were accurate. Reviewed schedules to update any necessary changes to client’s information or address. Followed up with telework Clients to confirm whether new equipment was received to updated address. Worked in software’s such as Microsoft Excel, Word, and BMC Remedy.

The Pentagon, Arlington, VA

Cashier (Taco Bell)

Provided superior customer service in a fast paced environment to civilian and Military personnel within the Pentagon. Ensured they received their food and excellent customer service in a timely manner. Responsible for managing the cash register and ensuring money was accurately accounted for after each customer transaction by providing customers with change and receipts.

The Kane Company, (Office Movers), Elkridge, MD

PC Service Tech

Assisted with disassembling/reassembling desktop computers, and laptops. Traveled with other company employees to various new job sites in order to reinstall the disassembled desktops in order for clients to complete their daily tasks. Disassembled laptops, cords, mice, speakers, modems, printers, etc. within a minimum amount of time. Once the equipment is assembled back together properly we are then able to turn on the computers in order to check if they are working correctly. Required attention to detail under tight time constraints.

United States Patent & Trademark Offices (USPTO), IMTAS, Alexandria, VA

I.T. Help Desk Technician

Answered inbound calls and/or responded to inbound email, through a series of scripted, interactive questions and/or decision tree steps. Captured user contact info and provided fast resolutions for clients. Received calls ranging from “blue screen of death”, monitors, speakers not working, locked accounts, frozen screens, password resets, and new version of software updates (installations). Used VDI to remote in and install/ remove software, reset and/or turn off PC's, Laptops, by using (command prompt). Performed steps to assists clients with setting up voicemail and passwords for their new Cisco Phones & Nortel Phones. Actions tracked via inserting claims in Remedy Ticketing Software. Assisted with resetting client’s passwords, and/ or creating new passwords. Assist clients in obtaining different types of requests Hardware and Peripherals such as Laptops, New Desktops, and Monitors etc. Executes troubleshooting steps to determine a series of end-user actions and/or responses, and either resolves the issue or escalates to next Tier for further assistance.

Human Resources Command Contact Center, Serco-Inc., Alexandria, VA

Customer Care Representative

Provided support to the Department of the Army Human Resources Command Contact Center. Field calls and inquiries from the Soldiers and Family Members, Veterans and Retirees with concerns and questions. Check the status and provide feedback to Army Retirees requesting special compensation and benefits. Provide guidance and resources regarding benefits, compensation, training, promotion, career guidance, awards, evaluations, transition, disability, recruiting and retention, emergencies and deaths, as well as other support functions. Utilize and update various databases such as Right Now, Soldier Management System, (SMS), Combat Related Special Compensation Application Processing System &#;CAPS&#; and other intranet/internet resources for documentation of transactions. Facilitate resolution to the caller's problems. Maintain customer contact information in the Human Resources Command Right Now database. Escalate calls and inquiries that cannot be resolved to the Team Lead or Program Manager.

KFC/Taco Bell, The Pentagon, Arlington, VA

Cashier

Provided customer service in a fast paced environment to civilian and Military personnel within the Pentagon, ensuring they receive their food and excellent customer service in a timely manner. Responsible for managing the cash register and ensuring money was accurately accounted for after each customer transaction by providing customers with change and receipts.

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U.S. Army’s Wounded Soldier and Family Hotline (WSFH) Alexandria, VA

Call Center Representative/ Administrative Assistant

Assisted with establishing the first U.S. Army Wounded Soldier and Family Hotline. Handled confidential, sensitive and classified information such as Soldier’s Social Security Numbers, contact information, locations, and medical conditions and current status. Assisted wounded Soldiers and their family members in obtaining Military and Department of Defense services such as assistance from the Department of Veteran Affairs, TRICARE, and Mental Health Counseling. Offered continuous support to families attempting to locate missing and wounded Soldiers overseas. Displayed professionalism by remaining calm when requesting sensitive information from disgruntled and emotional callers. Performed a variety of clerical duties, to include answering telephone calls, replying to emails and preparing memorandums as necessary. Received phone inquiries in the Call Center and provided Senior Army Command with data intake regarding issues and concerns of Soldiers and their families.