Customer Service Sales

Skills

Customer Service Skills

● Superior customer service ethic

● Willingness to work outside the strict job description parameters, thinking

creatively about how to provide the highest level of customer service

● Willingness to understand and demonstrate the company's core values with both

customers & team members

Communication and Presentation Skills

● Superior interpersonal skills

● Excellent written & oral communication skills

● Ability to present self professionally & intelligently to clients/colleagues

● Great organization skills

● Effective time management skills & ability to meet deadlines

● Excellent multitasking & prioritization skills

● Willingness to maintain constant & timely communication with team, superiors &

other departments

Management Skills

● Demonstrates initiative, resourcefulness, poise and grace under pressure

● Ability to work independently or with a team

● Ability to build relationships & work well across functions & departments

Professional/Miscellaneous Skills

● Strong work ethic

● Strong attention to detail

Technical Experience (includes troubleshooting and diagnosing experience)

● Machines: IBM PC compatibles, Macintosh

● Programs: MS Access, MS Word, MS Excel, MS Outlook, MS Powerpoint, MS

Visio, MS Internet Explorer, Windows 7/Vista/XP 2000/NT/98/95, Microsoft

Exchange, Google Chrome, Mozilla Firefox, Norton Utilities, Avaya Aura Call

Center Elite, Mac for Office, iWorks, Altiris Deployment Console, Windows Remote

Desktop Connection, Symantec Endpoint Protection, Symantec Endpoint Client,

Recoverpoint Management Application, Sharepoint Server 2007 (Site

Administrator), Spiceworks, Wireshark Asset Management, Rumba, Darik’s Boot &

Nuke, CA eHealth Performance Manager, CA Spectrum Infrastructure Manager

One Click Console

● Operating Systems: MS Vista, MS XP, MS Windows, MS DOS, Mac OS X

● Hardware: Experience with installation of motherboards, SIMM chips,

internal/external modems, jumpers, NICs, SCSI and IDE hard disks, SCSI floppy

drives, SCSI I/O ports, Ethernet, Video & Sound Cards, CD-ROM Drives & various

printer configurations.

● Other Experience: Mapping network drives, networking computers, setting host

names & domain names, assigning DHCP reservations through the command line,

adding users to local group through the command line, installing printers through

the command line, running ping tests on IP Server addresses, network/server

monitoring, pinging DB1/DB2 through the command line.

Employment History

April 2013 - Present

TSP Service Desk Shift 1, Lead, Serco Inc, Fairfax VA

● First responder to network alerts received from network monitoring tools such as

CA-Spectrum & Ciscoworks (network consists mostly of Cisco Managed devices

ranging from switches & routers & monitors the network primarily using

Ciscoworks)

● Network Monitoring (Event Management), Incident Response (Incident

Management), Communications Management & Reporting

● Responsible for taking calls, recording emails, monitoring NOC/SOC alerts &

handling Incidents and Service Requests, using the incident management &

Standard Operating procedures on a rotating schedule

● Responsible for managing & maintaining the documentation related to service desk

processes, systems & tools

● Responsible for creating and distributing incident reports on a daily, weekly and

monthly basis.

● Responsible for making sure the 1st shift runs efficiently

● Responsible for creating Synopsis reports as requested from upper management

● Provides support to end users on a variety of issues such as application support (i.e -

issues related to functionality, performance and connectivity for applications

supported in the Infrastructure, Ops & Maintenance Control), communication

support (i.e - network problems, VPN issues, connecting to applications, etc.) and

telephony support

● Areas of support include: Account Maintenance, Software, Web-based Applications,

Network, PC Hardware, and eBusiness applications

● Identifies, researches, and resolves technical problems

● Responds to telephone calls, email & personnel requests for technical support

● Documents, tracks and monitors the problem to ensure a timely resolution

● Ticket Auditing

● Provides on-call support & incident recording & ticketing, when issues are reported

(via walk up, phone or email) incident tickets are simultaneously generated and

escalated (if necessary)

● Research documentation resources for providing approved support methods

● Assist with maintaining an accurate Help Desk knowledge-base

● Work with & assist co-workers with difficult to resolve problems

● Re-Imaged over 20 systems to bring them into compliance with Group Policy &

Security (Computer Remediation/Migration/Upgrade Project)

● Cyber Security Threat & Vulnerability Monitoring - first responder to security

alerts & notification from security monitoring tools. Duties include intrusion monitoring, monitoring security gates & protections; and providing incident

management & reporting for security incidents.

● Recognizes & categories common types of vulnerabilities & associated attacks, such

as those that might involve: physical security issues, protocol design flaws, malicious

code, implementation flaws, configuration weaknesses, or user errors or

indifference.

● Active Directory Password Resets/Account Creation & Deletion

● Application Security Administrator Password Resets, Account Creation & Deletion

● Mainframe Password Resets

● Monitor Routers, Servers, Switches & Circuits for outages & abnormalities

● Supports the Service Desk Manager with requested duties as needed

● Responsible for training new employees

March 2011 - April 2013

Community Support Staff, The Pathways School, Silver Spring MD

● Conducted academic and work experience programs with students who are

diagnosed with emotional disturbance, autism, and learning disability

● Met the student's academic and vocational needs as stated in the objectives of the

student's IEP.

● Duties and responsibilities included: planning, implementing and evaluating

individual, small and large group instruction; assessing student academic skills and

behavioral skills in collaboration with program therapists and principals and setting

individual behavioral goals; reporting student progress; maintaining student

records; and developing student IEP goals and objectives.

● Provides Tier I, mobile phone and PC troubleshooting support to the Community

Support and Edgewood Staff members. Duties include: Performing diagnostics and

troubleshooting of system issues and documenting help desk tickets/resolutions.

Designated first responder in troubleshooting at the Edgewood site. Troubleshooting

PC’s, laptops and mobile devices. Performed password resets. Addressed and

resolved break and fix hardware issues. Responsible for supporting: Windows

XP/Vista/Windows 7/ Office 2003

January 2009- August 2009

Program Specialist

Big Brothers Big Sisters of Central Maryland, Charlotte Hall MD

Job Responsibilities:

● Recruited trained and match men women and children

● Through recurring telephone and electronic contact, determined that elements of

child safety, positive relationship and youth development indicators, and signs of a

sense of affiliation with the Agency are present within the child/mentor match.

● Ensured that potential problems and barriers to success are identified and

addressed and promptly informed supervisor regarding concerns about any factors

that may have negatively impacted the match.

● Effectively utilized on-line database system for recording and reviewing all child/mentor match details.

● Provided friendly, approachable customer service and represented the Agency and

the mission in a professional and positive manner.

March 2007-February 2008

Program Coordinator

The Center for Life Enrichment, California MD

Job Responsibilities:

● Assisted with case management for all consumers in my program area.

● Arranged for entrance of new clients into my program.

● Scheduled daily work activities for consumers.

● Worked directly with consumers on programming issues and implementation of

goals.

● Assisted with training, evaluating, providing direction and oversaw direct care staff

to assure quality Individual Programming.

● Monitored non-training times (lunch, breaks, arrival and departure).

● Assisted with maintaining a safe, healthy environment in all areas.

● Reported observation of possible health needs to the Program Director.

● Stayed abreast with current trends in the related field.

● Substituted for direct care staff in the event of their absence, if and when necessary

● Assisted with scheduling and participating in Individual Program Meetings.

● Assisted with approving consumer and staff payroll.

● Administered prescribed medications to consumers with DDA guidelines.

● Assisted with monitoring the implementation of Individual Plans

● Monitored and followed all agency policies and procedures.

● Participated in weekly department head meetings, team meetings, and general staff

meetings.

● Maintained open line of communication between our agency and the parents,

guardians, group home staff and consumer whom we provided services.

August 2004-May 2005

Psychiatric Rehabilitation Program Mentor

Alternatives for Youth and Families, Charlotte Hall MD

Job Responsibilities:

● Promoted positive development of youth's behavior, social skills and family

relationships.

● Enhanced youth's own healthy participation in the community.

● Established specific goals relating to the areas of personal care, time management,

organization, social skills, and other skills that led the consumer and his or her

family to a more positive future independent of agency support.

● Utilized individual, psycho-educational groups and therapeutic recreation methods

of interventions.

February 2004 - August 2004

Night Clerk

Dash-In Waldorf MD

Job Responsibilities:

● Provided prompt, efficient and courteous service to customers, both inside the store

and outside at the gas pumps

● Rang customer sales on point of sale equipment

● Received cash and gave correct change; processed credit card sales correctly

through terminal

● Processed car wash sales on terminal

● Operated instruction panel

● Maintained a clean, customer friendly environment inside and outside of the store

● Assisted with inventory, stocking shelves and monitored "sell by date" of inventory

● Kept food service area clean, observing all regulations for food handling and service

December 2004-October 2005

Night Counselor

HARC, Waldorf MD

Job Responsibilities:

● Provided Direct Care to 3 adult females with developmental disabilities, during the

overnight shift

● Administered medications

● Assisted with morning preparations (showering, dressing, grooming)

February 2003 - October 2005

Electronics/Computer Technician

Circuit City, Waldorf MD

Job Responsibilities:

● Greeted customers from the point sincerely and enthusiastically without pressuring

or becoming overbearing. Constantly looked for and approached customers

● Qualified customer through listening and questioning

● Showed customer the features and benefits that support customer needs established

during the qualifying process.

● Explained various features as the customer used the merchandise while continuing

to qualify and eliminate objections

● Consistently asked for the sale with every customer in the proper amount of time

● Helped customers make an informed decision based on their needs and wants with

the best product knowledge.

● Stayed up-to-date with all technology and product information.

● Kept up-to-date on stock levels and current promotions.

● Accurately input all sales orders and tracked them through the delivery or pickup

process.

● Was responsible for merchandising a specified area of the store (cleaning, tagging,

ensuring all display items are accurate)

● Assisted in developing and training of new associates when required.

● Promoted within 7 months of hire due to outstanding sales and performance

September 2002 - December 2002

Sales Representative

Wicks -N- Sticks, Pittsburgh PA

Job Responsibilities:

● Provided general customer assistance in a timely and courteous manner within

assigned store section.

● Greeted customers in a pleasant and friendly manner.

● Maintained current knowledge of product, merchandise, and store and company

information in order to provide high quality and informed customer assistance.

● Offered assistance with merchandise selections, suggesting complimentary items,

colors, candle types, scents, accessories, etc. to meet customer's apparent needs.

● Referred customer to sales staff for personalized assistance as appropriate.

● Provided a fun and interactive shopping experience.

September 2002-December 2002

House Counselor

Achevia, Pittsburgh PA

Job Responsibilities:

● Provided advocacy, support, and acted as a role model for high functional adults

with developmental disabilities in assisted living units.

June 2001-December 2002

Medical Day Counselor

Bridges of Largo, Largo MD

Job Responsibilities:

● Provided case management and service coordination

● Developed and implemented assessments, progress reports, and discharge plans

● Served as clinical liaison to referral resources and parents/guardians

● Maintained high quality documentation of all casework completed in a timely

manner

● Provided transportation to clients as needed

March 1999 - October 2000

Games Attendant

Six Flags America, Largo MD

Job Responsibilities:

● Job duties included initiating guest interactions.

● Handled questions, complaints and requests for assistance.

● Handled multiple cash transactions.

● Cleaned and controlled game operations.

June 1997 - August 1997

Clerical Aide

Crossland Senior High School, Temple Hills MD

Job Responsibilities:

● Pulled files; added the most recent documents to the file, pulled specific dated items

from files.

● Copied, collated, and stapled documents.

● Sorted and distributed mail and office supplies.

● Made simple arithmetic computations and entered numerical information on forms

or into an automated system.

● Maintained the School switchboard.

● Assisted other staff and the general public.

Education

● Coppin State University, Baltimore, MD

Bachelor of Science in Applied Psychology with a concentration in Psychological Services

Graduation: May 21, 2007

Course Experience: General Psychology; Living with Death and Dying; Human Sexuality;

Human Development through the Lifespan; Educational Psychology; Basic Statistic in

Behavioral Sciences; Applied Psychology; Child Psychology; Psychological and

Physiological Aspects of Substance Abuse; Personality and Adjustment; Personality;

Developmental Psychology; Psychological Assessment and Evaluation; Psychological

Report Writing; Psychological Research; Experimental Psychology; Behavior

Modification; Alcohol Abuse and Other Addiction in the Inner City and Other

Communities; Counseling Techniques; Counseling in Groups; Foundations of Effective

Alcohol Abuse and other Addictions Counseling; Intro to Abnormal Psychology; Abnormal

Psychology; History and Systems of Psychology; Field Placement I; Field Placement II

● CompTia A+ Certified

Volunteerism

Big Sister

Big Brothers Big Sisters of Southern MD

August 03' - August 06'

Mentor to a Little for three years. We engaged in different activates such as homework,

grocery shopping, going to the movies, going bowling, skating and going to the park and a

slew of other activities; also maintained a monthly report log of activities and time spent

with the mentee.

Youth Leader

Redeemed Christian Worship Center

August 07' - June 10'

Worked on a team of four and helped run the youth ministry on behalf of the church,

connected with teen's ages 12 to 18 and helped to recruit adult leaders. Developed and

planned lessons, devotionals and activities for Sunday school, Bible Study and monthly

Youth Activities. Taught or assisted in teaching Sunday school and Weekly Wednesday

Night Bible Studies; helped coordinate the outreach to and evangelization of young people

in our congregation/community and helped plan a twelve month calendar of youth

activities in advance; maintained constant involvement and encouragement with all youth

members. Reported to the Pastor monthly with updates on the youth ministry; provided

counsel and spiritual direction to youth on an individual basis and helped to plan,

implement and evaluate age-appropriate worship, connection, and growth and service

experiences.

National CASA Volunteer

Court Appointed Special Advocate

June 09' - June 10'

CASA volunteers are appointed by judges to watch over and advocate for abused and

neglected children, to make sure they don't get lost in the overburdened legal and social

service system or languish in an inappropriate group or foster home. They stay with each

case until it is closed and the child is placed in a safe, permanent home. For many abused

children, their CASA volunteer will be the one constant adult presence-the one adult who

cares only for them. Volunteers get to know the child and meet with the people who are

important in that child's life: family members, teachers, medical professionals and others.

Their research informs the decisions of the judge and ultimately helps the child to find a

safe, permanent home.

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