Customer Service Desk Support

Raven T. Givens

**** ********* ***** **

Waldorf MD, 20602

Email: ************@*****.***

202-***-**** Cellular

OBJECTIVE

To secure a challenging IT position where I can utilize my analytical skills and IT knowledge to contribute to the organization’s success while pursuing opportunities for professional growth and advancement.

PROFESSIONAL

SUMMARY

Detail-oriented and highly motivated IT professional with extensive experience in administration, data analysis, customer service, and cybersecurity. Proven ability to build effective relationships with diverse teams and stakeholders at all levels. Excels in fast-paced environments, leveraging technical knowledge and keen analytical skills to streamline operations and enhance organizational efficiency. EDUCATION Bowie High School Graduation Date: June 2007 Bowie, MD CompTIA Security + Certification

JOB HISTORY

Oct.23 – Oct.24 Federal Ceiling Price Analyst General Dynamics Information Technology Fairfax, VA

- Serve as a federal contractor for the Defense Health Agency Headquarters, focusing on the Pharmacy Department to analyze incoming data and federal budgets for military healthcare insurance (TRICARE).

- Identify discrepancies in invoices and claims, resulting in significant cost savings for clients.

- Prepare and submit comprehensive monthly reconciliation reports and forecasts for executive reviews.

- Collaborate with program managers to support business travel planning and procurement processes.

Dec. 17 — Oct. 23 Market Support Specialist RCN Communications Lanham, MD

- Managed order entry processes, ensuring the seamless transfer of information from field sales representatives to the database.

- Provided help desk support to sales representatives and customers while implementing security support services.

- Adapted to remote work during the pandemic, acquiring new skills in accounting and managing affected accounts and federal compliance.

- Took initiative to monitor systems and perform coding and billing tasks within the IT framework. Service Desk Support Astound Broadband Powered by RCN Millersville, MD

- Appointed as a cybersecurity lead during the pandemic, overseeing remote workforce security protocols.

- Assisted colleagues in the implementation of authentication applications and secured VPN access.

- Conducted routine checks of systems to ensure compliance with data protection regulations. Feb. 13 — Jun. 14 Library Technician Lead Zimmerman Associates Inc. Fairfax, VA

- Led project management as a contractor for The Library of Congress, responsible for the careful oversight of invaluable preservation materials.

- Ensured adherence to protocols and regulations during operational processes. Feb. 08 — Oct.10 Financial Sale Representative SunTrust Bank Upper Marlboro, MD

- Facilitated account openings and loan applications while maintaining accurate client profiles and managing transactions.

- Assisted with currency transactions, educating customers on foreign regulations and resolving account discrepancies.

Commercial Teller SunTrust Bank Forestville, MD

- Facilitated day-to-day banking transactions for customers, including deposits, withdrawals, and transfers, ensuring accuracy and efficiency in service delivery.

- Edited and maintained client profiles to ensure up-to-date account information and improve overall customer satisfaction.

- Provided specialized services, including ordering bank cards and checks, to meet customer needs effectively.

- Educated customers on foreign currency regulations, computing transaction fees for exchanges, contributing to informed decision-making.

- Proactively resolved account discrepancies and customer concerns, enhancing client trust and loyalty through exemplary service.

SKILLS

- IT Proficiencies: Data Analysis, Cybersecurity Practices, Help Desk Support, System Monitoring, Data Entry

- Tools & Technologies: [Word, Outlook, Excel, and PowerPoint]

- Interpersonal Skills: Excellent communication, problem-solving, organization, detail orientation, team collaboration

References Available Upon Request

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