Help Desk Operator/Account Manager Resume

SUMMARY:

I have seven years of combined experience in the field of adult and child care, fifteen years of combined experience in the field of IT Help Desk Support, Help Desk Center call center and fifteen years of combined experience in the field of Administrative Assistance, Receptionist/Data Entry with emphasis on strong customer relationship experience. Possess outstanding command of verbal and written English, interpersonal skills and good communication skills to ensure accurate and rapid understanding of problems and communication of solutions of technical assistance.

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

Running errands
Providing limited administrative duties, completing various housing and medical forms.
Scheduling, accompanying and transporting clients to appointments

Confidential

Adult Personal Service

Responsibilities:

Assisting with Personal Care as needed
Running errands
Accompanying and transporting clients to appointments
Assisting with wound care (cleaning surgical wounds and change dresses)
Providing medication and meal reminders

Confidential

Adult Personal Service

Responsibilities:

Personal Care (bathing and dressing}
Running errands
Providing limited administrative duties, completing various housing and medical forms.
Scheduling, accompanying and transporting clients to appointments
Assisting with wound care (cleaning surgical wounds and change dresses)
Prepare medication (Intravenous and oral)
Meal preparations

Confidential, Arlington, VA

Help Desk Operator/Account Manager

Responsibilities:

Retained sub - contractor position as Helpdesk Operation/Account Manager.
Manage, answer telephone and e-mail requests from customers via the PMIS Helpdesk phone line or PMIS Helpdesk Exchange mailbox.
Create, modify and delete PMIS/PIMS and AIMS user account/permissions.
Provide handheld mobile units (PDA) support.
Maintain, monitor, and manage the PMIS Helpdesk work order tracking system.
Assisted in database inquiries (deleting, correction, and data search); reporting, setting up airport profiles, and operational documentation.
Fulfilled contract SLA requirement with a 98% closure rate monthly.
Identify and submit enchantment request to streamline functionality for airport equipment inventory, user accounts and other maintenance table used by airport personnel.
Perform functionality testing for database enchantments prior to system release.
Facilitate “mass” e-mail messages/dashboard post to TSA community, as needed and requested by PMIS/PIMS team lead and federal representatives.
Generate statically reports for upper management, submit contractor monthly invoices and work closely with Team Lead and Contract COTRA.

Confidential, Washington, DC

Help Desk Operator/Account Manager

Responsibilities:

Manage, answer telephone and e-mail requests from customers via the PMIS Helpdesk phone line.
Provide handheld mobile units (PDA) support.
Maintain, monitor, and manage the call center PMIS Helpdesk work order tracking system.
Assisted in database inquiries (deleting, correction, and data search); reporting and setting up airport profiles, and operational documentation.
Fulfilled contract SLA requirement with a 95% closure rate monthly.
Identify and notify programmer and or technical team of system errors.
Generate statically reports for upper management, submit contractor monthly invoices and work closely with Team Lead and Contract COTRA.

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