Customer Service Technical Support

Malcolm Morris-Griffin

Customer Service, IT and Emergency Management Professional

Raleigh-Durham, NC

ac0g2e@r.postjobfree.com - 919-***-****

My objective is to acquire a career position in the areas of administrative work and or program management. Willing to relocate: Anywhere

Authorized to work in the US for any employer

WORK EXPERIENCE

IT Specialist (Reservist)

Department of Homeland Security (FEMA) - Washington, DC - January 2017 to Present Preparing Conducts feasibility studies and trade-off analyses and prepares business cases for the application of IT solutions.

Ensures the integration of system components.

Ensures the application of information security/information assurance policies, principles, and practices to the systems analysis process.

Identifies concepts, patterns and trends in emerging information and automation technologies. Analyzes and evaluates trends and patterns, and measures alternatives to assist in defining management plans and strategies.

Responds to data calls throughout the organization. Troubleshooting system and connectivity issues.

Technology Support Analyst

Temporary Solutions, Inc. - Raleigh, NC - January 2017 to February 2017 Provided technical support by telephone or on-site. Troubleshoooted, installation and removal for a variety of applications (e.g. MS Office, Outlook, internal and external application support).

Installed operating systems and application software. Researched, troubleshoots and tests computer hardware and software. Developed Help Desk software installation documentation. Performed on-site visits.

Vendor support calls.

VoIP telephone changes.

PC image restores, PC application restores.

Used knowledgebase to resolve application problems Created, submited, reviewed and approved resolutions for review and addition to knowledge management database

Public Assistance Project Specialist (Reservist)

Department of Homeland Security (FEMA) - Washington, DC - April 2016 to January 2017 Wrote quality project worksheets (subgrant applications) that can be obligated (funded) without changes

(complete scope of work, damage description, and accurate cost estimate) in accordance with the Public Assistance Crew Leader project formulation plan.

Conducted site inspection; Documented eligible damage; Performed project research and analysis as needed; Formulated eligible scope of work.

Estimating costs of scope; Identifying and coordinating special considerations; Identifying and coordinating special considerations; and Providing supporting documentation. Conducting small project validations in accordance with the validation standard operating procedure. Coordinating with the applicant’s technical staff, consultants, and others as required by the applicant and project.

Documenting issues and decisions made with the applicant and submit to the Public Assistance Crew Leader for inclusion in the Case Management File (CMF).

Entering Project Worksheets (subgrant applications) and supporting documentation in the EMMIE database. Ensuring utilization of the Public Assistance Pocket Field Guide. Performed grant writing, auditing, site inspection, and project management. Technical Support Specialist

Total Outsourced Systems - Raleigh, NC - May 2016 to December 2016 Provide remote technical and network problem resolution to customers by performing a question diagnosis while guiding customers through step-by-step solutions. Solutions include, but are not limited to, basic computer support, assisting with navigation, applications menus, verifying proper hardware and software set up, power cycle devices, troubleshooting email issues, and performing virus removals by utilizing internal tools and system administration. Used basic and acquired knowledge to troubleshoot any OS issues. Handled inbound and outbound calls to deliver service and support to customers. Gathered customer's information and determine their need/issue by evaluating and analyzing the symptoms. Researched required information using available resources. Stayed current with system information, changes and updates. Network Provisioning Technician Level II

MercuryZ - Cary, NC - March 2016 to April 2016

Processed fiber voice, voip, data and video orders. Maintained record keeping for all fiber facility updates and changes. Performed end to end acceptance testing.

Provided assistance to Installation & Maintenance Technicians during service installation and maintenance activities.

Performed complete and thorough end to end troubleshooting for all internal and external customers. Identify, report to and provide assistance to the NOC/VSC on resolving multiple user issues. Dispatched trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.

Operated a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.

Student Service Center Representative Tier 1

General Dynamics Information Technology - Largo, MD - September 2015 to February 2016 Responded to inquiries received from students through phone and online channels related to student services issues such as admissions, financial aid, and business office questions. Utilized Cisco Systems for incoming inquiries.

Responded to written inquiries according to standard operating procedures. Adhered to program policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII).

Complied with program policies and procedures concerning the guidelines and regulations of the Family Educational Rights and Privacy Act (FERPA.

Conducted troubleshooting for more complex inquiries requiring technical support. Billing and Enrollment Specialist

Xerox / Human Healthcare - Cary, NC - September 2014 to January 2015 My primary responsibility was to provide exemplary customer service. Processed monetary transactions and facilitate the enrollment process for prospective members who applied for the service.

Addressed and resolve non-routine customer and partner concerns directly, with regulators and with healthcare providers, reporting my findings to the appropriate departments and functional areas to drive billing and enrollment processes and product enhancements such as (HMO, PPO, and POS medical policies). Assistant Team Supervisor

Office of Admissions of the University of North Carolina - Pembroke, NC - 2011 to 2012 In this position, I was responsible for contacting new students and recording their demographic information in the university database system.

I also conducted campus tours for families and prospective students. Additionally, I was responsible for monitoring the activities of the telemarketing team to ensure that there was a constant level of professionalism; and, that any concerns surfaced by the team were immediately addressed. EDUCATION

Graduate Certificate in Emergency Management

University of North Carolina at Charlotte - Charlotte, NC 2013 to 2014

Bachelor of Arts in Political Science

University of North Carolina at Pembroke - Pembroke, NC 2009 to 2013

LINKS

https://www.linkedin.com/in/malcolm-morris-griffin-a14300a6?trk=nav_responsive_tab_profile CERTIFICATIONS/LICENSES

Personal Identity Information

April 2016 to Present

Emergency Management

May 2014 to Present

Contact this candidate