SUMMARY:

• Support and advance internal business processes to promote efficiency for the overall success of a business/organization.
• Working knowledge of CSR principles, user interfaces, web standards and usability as well as developing solutions to technological growing pains.
• Ability to identify particularities, unique application platform threats, malicious code, and other threats to the application infrastructures.
• Identifies inefficient activities and take ownership towards process improvement as well as work with teams and clients to develop creative solutions and share knowledge
• Ability to serve customers and management by advising and counseling management to accept and implement findings and recommendations on remediation of technical errors and explain how it operates and affects individuals, networks, and business process.
• Skilled in written and oral communication ensuring that systems, business standard operating procedures, and data users of all levels of technical sophistication and all levels of management and personnel are aware of, understand, and adhere to security policies and procedures and best practices.
• Ability to solve and prioritize problems by identifying vulnerabilities and their associated exploit vectors.
• Ability to assess security events and malicious applications, code and intrusion attempts to determine impact and implement corrective actions that ensure the rigorous application of information security policies, principles, and practices.
• Able to quickly assess security risks and protection needs to resolve or escalate issues

COMPUTER INFORMATION TECHNOLOGY SKILLS:

• 3CLogic
• Dropbox Cloud - based storage
• BMC Remedy
• IBM Lotus Notes
• SalesForce Customer Relational Database System
• Five9
• Mobile OS technology (Android, IOS)
• Voxco
• Google Office Suite
• Atlassian Tools (JIRA, Confluence, HipChat)
• AllScripts PM and EHR Clinical Software

PROFESSIONAL WORK EXPERIENCE:

Confidential, Washington, DC

Wireless Specialist

Responsibilities:

• Maintained quality and timeliness of service and support for the Confidential .
• Provided customer service support and troubleshooting to wireless/mobile customers of the Confidential .
• Handled, supported and documented all customer requests using BMC Remedy Service Desk ticketing system.
• Provided application training and Apple software/device upgrades to customers using Verizon Enterprise Business Application Portal.
• Generated end - user contracts and created issued & returned device receipts using BMC Remedy SAP Business Objects.
• Implemented and supported projects including updating process and policy documents and focus on provisioning and service level standards monitoring, reporting, and achievement.
• Responsible for communicating daily metrics reports detailing progress across all projects to program manager and corporate via Microsoft Excel and SharePoint.
• Created and implemented SOPs and 'one-pager' documents for Apple device upgrades.
• Performed user and device modifications for use of Good for Enterprise mail server application using Good Mobile Device Management Console.
• Performed timely and responsive Incident Response activities and took proactive measures to anticipate vulnerabilities and provide remediation using BMC Remedy software.
• Provided clear and consistent communication regarding the handling, processing, tracking and maintenance of assets.
• Offered expertise using research, concerning customer issues, as well as general processes, policies and new devices and peripherals.
• Worked with engineering and Mobile Device Management team to provide test services for new products.
• Performed and documented end-user testing on current and latest Apple mobile devices in varying degrees in environments for headquartered, field and traveling users.

Confidential, Washington, DC

Salesforce Administrator

Responsibilities:

• Train new and existing users on how to use Salesforce database applications at the Graduate School USA.
• Keep application users informed about system functionality and enhancements.
• Provide application users with technical support.
• Creating and maintaining documentation on processes, policies, application configuration and help related materials for users as database applications are developed.
• Assist programmer with the development of technical documentation of existing and future applications.

Confidential, Forestville, MD

Operations Support Specialist

Responsibilities:

• Documented recalled, tracked and modified partner data and escalated priority issues using Zendesk ticketing application.
• Provided answers to existing partners by identifying problems using company's knowledge base.
• Effectively followed the company's standard operating procedures in document submissions of Department of Motor Vehicle documentation.
• Communicated safety screening results in accordance to federal, state and local regulations.
• Documented and escalated issues using JIRA issue tracking software, in collaboration with Confluence and HipChat to help resolve and communicate reported issues to appropriate teams.
• Effectively offered alternative solutions where appropriate with the objective of partner retention and staff efficiency using active listening to provide impartial, confidential remediation customer service course resources.
• Maintained 96% average CSAT customer satisfaction score on a weekly basis.
• Implemented ideas to improve security and privacy with the objective of partner safety.
• Prepared written correspondence and other visuals for new and existing drivers.
• Maintained, and purged records, documents, and supplies according to Uber Technology standards using Google Suite and JIRA Confluence.

Confidential, Washington, DC

Veterinary Receptionist

Responsibilities:

• Conducted urgent care & emergency triage in person/phone using ImproMed Infinity Veterinary Practice Management Software.
• Inspected, maintained and stored patient charts and medication logs.
• Safely performed lab sample collection and patient restraint.
• Maintained hospital cleanliness and front end inventory control.
• Tracked, archived, and filed legal documents according to veterinary practice standard operating procedures.
• Sorted and distributed mail for back end veterinary staff.
• Maintained an average monthly survey score of 95% customer satisfaction.

Confidential, Baltimore, MD

Call Center Representative

Responsibilities:

• Conducted 130 outbound calls daily to introduce the Confidential Digital Writing Platform solution and identify appropriate buyers within the target market.
• Formulated call center script in collaboration with Lead Generation team resulting in increased revenue.
• Built and cultivated prospect relationships by initiating communications and conducting follow-up communications in order to move opportunities through the sales funnel.
• Edited mail merges based on client needs.
• Managed data for new and prospective clients within Salesforce, ensuring all communications are logged, information is accurate and documents are attached.
• Proofread and edited mailed correspondence for content and accuracy.

Confidential, Herndon, VA

Call Center Representative

Responsibilities:

• Enrollment Advisor tasked to intake and interview 100 families for K12's nationwide online public school system.
• Exceeded daily quota of 100 outbound calls daily regarding admission eligibility and procedures.
• Daily data Entry and account holder modification using Salesforce content.
• Established relationships and conducted follow-up conferences by phone and email with current customers.
• Served as a liaison for internal employees and external clients regarding general inquiries.
• Provided office and clerical support to staff in the International Communications Office.
• Identified and escalated priority issues using Salesforce and Microsoft Outlook.

Confidential, McLean, VA

Operations Support Associate

Responsibilities:

• Archived, tracked, maintained, and purged records, documents, and supplies according to Confidential standards using Microsoft Excel.
• Monitored and closed 15 Tier III infrastructure work orders daily using BMC Remedy ticketing software.
• Provided office and clerical support to staff.
• Served as a liaison for internal employees and external Confidential clients regarding general inquiries.
• Coordinated meetings with staff for Confidential employees and outside guests for special events.

Confidential, Washington, DC

Cashier/Photo Lab Technician

Responsibilities:

• Prepared sales transactions via cash register and accepted payment through cash, check and credit card.
• Took initiative to move into a different role based on business needs resulting in repair cost reductions and increased revenue.
• Improved system performance by troubleshooting IBM and Kodak software issues.
• Quoted prices and discounts as well as credit terms, trade-in allowances, warranties and delivery dates.
• Maintained sales records for weekly inventory control.
• Trained new hires with direct instruction within the Sales Team.