Celeste McTighe
Woodbury, MN 55125
651-***-**** (H)
ablq07@r.postjobfree.com
Professional Summary
Accomplished Customer Service Professional with over twenty years of
diverse customer service experience. A top performer with exceptional
interpersonal, communication, and customer service skills. Results
oriented, with strong organization skills. Energetic and assertive, a self-
starter, with a professional attitude and pride in personal performance.
Experience
Prometric, St. Paul, MN January 2009 -
February 2010
Test Services Planner
- Coordinated New York Certified Nurse Aide (NY CNA) Certification paper
based tests.
- Communicated directly with over 500 test sites and over 80 Nurse Aide
Evaluators (NAEs) to schedule tests and NAEs.
- Resolved problems and answered questions from test sites and NAEs.
- Tracked calls using Magic (averaging 75 calls per day).
- Used Evaluator Exchange to enter and track up to 20 tests per day.
- Assigned to Test Services Hotline 50%/day, resolving site and NAE
issues, such as ID questions, test date confirmations, and software
issues for test sites throughout the U.S.
Reflections Photography of Woodbury, Woodbury, MN July 2006 -
December 2008
Studio Manager/Co-Owner
- Scheduled client appointments and responded to inquiries via phone or
email.
- Presented professional sales presentation to clients using ProSelect.
- Researched and executed various marketing campaigns.
- Designed and produced marketing pieces in Adobe PhotoShop.
- Calculated profit and margin, prices, and budget using Excel and
QuickBooks.
BAE Information Technology, Washington, DC August 2004 -
June 2006
Customer Service Manager
- Managed 26 employees providing IT support to 2200 users at the Pension
Benefit Guarantee Corporation (PBGC).
- Investigated and resolved customer complaints and/or escalated issues.
- Coached employees on government implemented guidelines for HEAT ticket
system.
- Completed ITIL Foundations Certification in IT Service Management.
Perot Systems, Bethesda, MD November 2003 - August
2004
Deputy Program Manager
- Assisted the Program Manager with the management of 70 employees
providing IT support to the National Institute of Allergies and
Infectious Diseases (NIAID).
- Identified key positions to grow contract by 10%.
Celeste McTighe
Page 2
DigitalNet September 1991 - May
2003
Operations Manager, Washington, DC September 2001 - May
2003
- Managed 18 employees providing IT support on a performance based
contract at the U.S. Mint.
- Analyzed and reviewed trouble tickets (using HEAT) to ensure Service
Level Agreements (SLAs) were met. Met or exceeded all SLAs throughout
contract.
- Wrote, reviewed, and edited deliverables and project plans.
Project Manager, Washington, DC March 2000 -
September 2001
- Provided Project Management for the Field Operations Support (FOS)
task of the Immigration and Naturalization Service (INS) contract.
- Supported 10 Technical Field Managers who managed over 300 personnel
providing IT support to over 800 INS locations across the United
States.
- Traveled to INS sites to meet with INS management and DigitalNet
employees and to assist Field Managers with technical and personnel
issues.
Deputy Project Manager, Washington, DC March 1998 - March
2000
- Assisted the Project Manager with the FOS task of the INS contract.
Help Desk Manager, Washington, DC September 1996 - March
1998
- Managed Tier 1 and Tier 2 Help Desk on a performance based contract
supporting over 9000 users at the U.S. Senate.
- Tactfully resolved problems without impacting the Senators or their
staff.
- Generated daily/monthly ticket reports using Expert Advisor 3.1 to
analyze SLA performance. Met or exceeded SLAs every month.
- Completed Help Desk Manager Certification through the Help Desk
Institute and attended annual HDI Conference.
Help Desk Manager, Washington, DC January 1994 - September
1996
- Managed six Desktop Support Specialists supporting the Ballistic
Missile Defense Organization (BMDO).
Desktop Support Specialist, Washington, DC September 1991 - January
1994
- Supported over 1000 users at BMDO with desktop computer hardware and
software issues.
Sonalysts, Middletown, RI September 1985 -
September 1991
Administrative Assistant
- Provided administrative support for field office.
- Assisted in war game development for the Naval War College.
Education
B.A., Business Administration, 1985 Keene State College,
Keene, NH
A.S., Computer Science, 1985 Keene State College,
Keene, NH