Objective
To obtain a permanent full time position with opportunities for career growth and development while I complete my undergraduate studies.

Profile
Motivated, personable business professional with multiple computer certifications andtalent for quickly mastering technology - completed Microsoft Office IT certification course.Diplomatic and tactful with professionals and non-professionals at all levels.Accustomed to handling sensitive, confidential records.Demonstrated history of producing accurate, timely reports while meeting company guidelines.
Flexible and versatile - able to maintain a sense of composure under pressure.Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills.

Skills Summary

• Project Management
• Report Preparation
• Written Correspondence
• General Office Skills
• Computer Savvy
• Customer Service
• Scheduling
• Marketing & Sales
• Billing
• Accounting
• Professional Presentations
• Coaching & Development

Professional Experience

Confidential, Richmond, VA May 2011 - Present
HelpDesk Analyst/Web Developer

• Installed, maintained, and ensured that inquiries and problems concerning complex analog and digital voice, data, audio and video telecommunication end-to-end and point-to-point transmission systems are expeditiously resolved.
• Installed electronic equipment and changed the components of existing equipment; Monitored operation and ensured that hardware and software are functioning properly and that operation standards are met.
• Provided guidance on technical aspects of electronic equipment; Maintain inventory of all hardware and software and responded to users\' requests for assistance in a timely manner.
• Troubleshoot systems to include hardware, software, and communications lines and ensured continuous quality standards for operation, maintenance, and installation of electronic equipment in accordance with accepted trade practices.
• Working knowledge of intrusion detection monitoring, firewall and traffic filtering, application vulnerabilities and exploitation, and has experience with securing routers, switches, firewalls, and various operations systems.
• Coordinated, notify, and distributed information pertaining to computer incidents and coordinated support actions with user, management, and higher levels as required.
• Alerted on Information Technology (IT) assets and assures the required security features, procedures, patches, and updates are implemented in a timely manner to meet all suspense dates and to mitigate the vulnerability.
• Documented and tracked the progress and status of computer security incidents and vulnerabilities, as well as actions taken in response to these in accordance with program procedures.
• Conducted research and recommended new tools, processes, and techniques to improve vulnerability analysis methodology and to support interaction with other stakeholders.
• Create, update, and maintain site pages for corporate clients, using CSS, HTML, JavaScript, and XML/XSL.
• Coordinate with producers and designers for major site changes. Maintain internal tools for managing site structure, news data, and sports photos, using Perl and Java.
• Designs and develops user interfaces to internet/intranet applications by setting expectations and features priorities throughout development life cycle; determining design methodologies and tool sets; completing programming using languages and software products; designing and conducting tests
• Work with third-party providers to ingest and integrate external data, and generate content feeds for use on partner web sites.
• Assist with design efforts for site pages, content archival, photo galleries, video features, mobile WAP site, and third-party gadgets.
• Provide technical support for usability issues and critical site problems, as needed.

Confidential, Richmond, VA September 2009- May 2011
Sr. Representative

• Manage between 25-30 representatives in a high volume workload within a deadline-driven environment.
• Handle customer inquiries, complaints, billing questions and general account information.
• Create representative development plans to coach representative opportunities.
• Inform HR in representatives disciplinary actions.
• Gathers team, site reports in a timely manner and shares with the team to enhance performance.
• Reviews customer follow-ups and handles pending adjustment.
• Provides feedback to customer service representative in individual/team coaching sessions.
• Creates and shares with the team lead a daily/weekly/monthly action plan to develop team performance.
• Develop concepts, and practices to accomplish work processes through the use of multimedia telecommunications devices, methods, services, such as, telephone equipment, electronic switching systems, and mobile telephone services to include telephone or computer connectivity.
• Experience with specialized equipment: digital instruments and VOIP equipment including performing, and planning for replacement and upgrade of telecommunications services, to include the Avaya telephone network.
• Attention to Detail: Is thorough when performing IT work and conscientious about attending to detail.
• Customer Service: Works with clients and customers (e.g. IT specialists, functional users, information managers) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available IT products and services; is committed to providing quality IT products and services.
• Oral Communication: Expresses technical information to individuals or groups effectively; makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
• Problem Solving: Identifies IT problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
• Attended all continuing education sessions and successfully completed all LMS training requirements.
• Partnered with peers to gain best practices to maintain successful teams.
• Attends and participate in Quality and adjustment calibrations.
• Calibrated calls to ensure quality and customer assurance.

Confidential, Richmond, VA August 2008- September 2009
Financial Service Representative

• Managed the accurate and timely processing of up to 20,000 accounts ($1M) per month. Assessed and closed A/P sub-ledger on a monthly basis, validated content and resolved various issues.
• Implemented next-generation technologies and process automations to foster an environment of continuous improvement. Trained users and served as the primary "go-to" troubleshooter on these new systems, which propelled efficiency gains and significant time- and cost-savings.
• Facilitated "no-fault" internal and external audits as a result of sound recordkeeping and thorough documentation.
• Instituted thorough cross-checking of pack-lists, receivers and invoices that halted a previous history of thousands of dollars in overpayments to suppliers.
• Renegotiated payment terms with dozens of suppliers/vendors from Net 7 to Net 60 days for customers emerging from bankruptcy. Improved cash flow and helped facilitate company's return to profitability.
• Composed effective accounting and ad-hoc reports summarizing A/P data for supply chain, HR and other departments.
• Consistently maintained accuracy in calculating figures and amounts such as discounts, interest, commissions, proportions and percentages.

Confidential, Richmond, VA February 2008- August 2008
Helpdesk Support Specialist

• Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
• Courteously obtain and convey concise problem information for external and internal service personnel.
• Provide accurate and timely logging of problems and resolution for problems in the Clarify problem management database.
• Escalate problems as appropriate following HD procedures.
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
• Utilizes superior customer service skills.
• Solve problems on Windows and Macintosh platforms with equal proficiency.
• Served as lead over team of six analysts located in other countries such as India, Pakistan, and Brazil.
• Tasks included resolving technical failures in a timely manner, automating application monitoring tools, and providing technical expertise for application upgrades.
• Prepared technical training and process documentation for team, to aid with day-to-day support issues.
• In-depth knowledge of AIX systems, DB2 databases, and WebSphere products required.

Confidential, Richmond, VA August 2007- February 2008
Service Advisor

• Greeting customers, scheduling service appointments and receiving vehicle information.
• Listening to requests of the service desired and clearly explaining information on the repair order.
• Referring the technician to the customer and/or test-driving the vehicle to confirm source(s) of service repairs.
• Estimating the cost and time needed to do the repair, taking into account the customer's schedule.
• Handling customer complaints and maintaining high customer satisfaction standards.
• Periodically checking on the progress of the vehicle during servicing and contacting the customer when technicians discover additional problems; getting customer approval to do additional work and explaining the work performed and the charges being billed.

Confidential, Richmond, VA September 2006 - July 2007
H.S. Student Intern, Application Integrator

• Created and maintained site pages for MCI intern team, using HTML and web graphics.
• Developed animated presentations for use at college recruiting fairs at other local high schools.
• Learned automated SQL reporting for employee productivity metrics and billing rate optimization.

Skills:

Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information , Developing Standards, Help Desk Experience, Dreamweaver, Adobe Photoshop, Adobe Flash, Corel Paint, Shop Pro, Eclipse IDE, GIMP, MS Office Suite, Swish Max, AJAX, CSS, HTML/XHTML, Java, JavaScript, Perl, PHP, Shell scripting, SQLXML/XSL, Visual Basic, IBM DB2, MySQL, Oracle, AIX/Linux/UNIX, Windows Vista/XP, Apache/Tomcat, WebSphere Suite, and ASP.NET, Visual Basic, C+ +.

Certifications
Microsoft Certified IT Professional
Six Sigma Certified
Sun Certified Java Programmer
Cisco Certified Network Associate

Education

BS in Information Technology

High School Diploma