SUMMARY:

• Systems Analyst, Advanced Repair Agent with excellent customer services skills
• Analytical and logical skills to adapt to both current and new uses in technology to improve overall functionality.
• Interpersonal abilities to relate and communicate with coworkers, business partners, and company executives.
• Wide - range, but firm knowledgebase and skill set to manage multiple projects, processes, and personnel.
• Hands-on experience with statistical data collection and quality administration.
• Ability to work well independently and seamlessly as a member of a team.
• Eye for detail and profound knack to solve problems.
• Exceptionally well organized and highly motivated.
• Provide extraordinary business outcomes.

EMPLOYMENT HISTORY:

Confidential, Washington, DC

Advanced Repair Agent

Responsibilities:

• Revise and manipulate testing processes to ensure that service requirements are efficiently fulfilled for the intended purpose, alleviating redundancy and preventing errors.
• Perform data transfers, backups, operating system restorations, computer and mobile device upgrades and repairs, software installations, and system updates.
• Test Geek Squad approved tools on different operating systems and computer architecture to improve usability.
• Diagnose and repair operating system and hardware inconsistencies to produce the best client solution.
• Use automated testing tools for in-depth hardware and software diagnosis.
• Assess and test client and store stock products for repair.
• Provide recommendations based on level of support.

Consultation Agent

Confidential

Responsibilities:

• Collected contact and product information to check clients' products in for service.
• Identified client and verified clients' product functioned properly upon arrival from service.
• Performed demonstrations to educate clients on the operation of products and Confidential services.
• Troubleshot with clients' hardware, peripherals, software, and operating system to properly diagnose clients need and overall solution.

Customer Service Agent

Confidential

Responsibilities:

• Interacted with customers and conducted currency transactions upon customers’ departure.
• Recommended company profit levers and increased customer satisfaction.
• Provided excellent and expeditious customer service.
• Aided in any department needed.

Senior Administrator

Confidential

Responsibilities:

• Facilitated employee orientation, development, coaching, and performance management, ensuring clear understanding of expectations and roles.
• Performed store operations, such as balancing tills and safe, maintaining safe logs, register transfers, employee time, reports, front end protocols and standards, as Manager On Duty (MOD) calls, overrides, providing resolutions in the best interest of the customer and employee.
• Built and sustained sales culture via Customer Specialist and Customer Solution Specialist skills and behaviors required to deliver business results.
• Communicated and trained employees on new positions, programs, and strategies.

Multi- Channel Sales Associate

Confidential

Responsibilities:

• Exploited business opportunities, over the phone, to ensure consistent consumer retail support across all channels.
• Served as an Intermediate to all incoming communications between both current and potential consumers and retail staff.
• Conveyed product information and in-store promotional activities to consumers properly.
• Analyzed and tracked department improvement and effectiveness.

Wireless Expert

Confidential

Responsibilities:

• Provided account maintenance and technical support to wireless subscribers’ of Confidential & Confidential, Confidential, and Confidential .
• Opened, upgraded, and migrated wireless subscribers’ accounts for Confidential & Confidential, Confidential, and Confidential .
• Trained wireless customers’ on cell phone features as a means to exploit wireless experience.
• Applied Confidential Mobile models to effectively fulfill wireless customers’ needs.
• Provided technical assistance to wireless customers’ with mechanical concerns.

Customer Solutions Specialist

Confidential

Responsibilities:

• Recommended company profit levers and increased customer satisfaction.
• Interacted with customers upon customers’ arrival and departure.
• Provided excellent and expeditious customer service.
• Aided in any department needed.

Confidential, Washington, DC

Database System Analyst

Responsibilities:

• Supported multiple developments within the Promontory Financial Group organization with data related needs (i.e. transferring, processing, inserting, updating, exporting, extracting, reporting, querying, reconciling, and securing data, etc.).
• Developed and maintained process instructions and documentation for all systems operation procedures within the Data Management team members’ responsibilities.
• Coordinated with other divisions of IT department and third party vendors to support all systems.
• Collaborated with other members of the Data Management team to maintain an information system.
• Collaborated with Data Management team members to ensure all projects are successfully supported and completed on time.

Confidential, Greenbelt, MD

Global Administrator

Responsibilities:

• Performed usability, compatibility, and configuration testing of cloud services against government standards prior to product procurement.
• Managed dispersed team of five software engineers ' virtually via Microsoft Office 365 cloud infrastructure.
• Developed each engineers ' settings, roles, privileges, and responsibilities within the cloud infrastructure.
• Facilitated team meetings, led technical advances, and delivered standards for production environment.
• Conducted research and analysis of marketed goods and services.
• Prepared supporting documentation for software procurement.
• Assisted with strategy development and utilization.
• Modified server and system settings.

Database Support Specialist

Confidential

Responsibilities:

• Tested various aspects of database applications and performed database updates, benchmarks, and backups, including but not limited to backend testing and data validation testing using SQL queries.
• Gathered client's requirements, conducted research based on client's need, developed client's implementation plans, and performed the necessary infrastructure development and deployment.
• Identified competing technologies and implemented strategies critical to fully implementing integration and support.
• Aided in the development and deployment of the database infrastructure, models, and data registry.
• Provided Enterprise Architecture (EA) support services for a significant financial system, Metadata Registry.
• Standardized database naming conventions and developed database schema documentation.
• Participated and developed provisioning for internal client usage and environment.
• Developed operational business protocol for database utilization and management.
• Provided tactical and strategic recommendations regarding cost/benefit analysis.
• Supported day to day operation activities based on clients need.

Confidential, Washington, DC

Office Assistant

Responsibilities:

• Operated office equipment and tools, such as computer, fax machine, copier, typewriter, Microsoft Outlook, and Audix, to complete department correspondence.
• Collected and redistributed internal documents, mail, and messages. Answered telephone and directed calls based on the nature of calls.
• Served as intermediary between students, professors, administrative assistant, and department chair.
• Developed departmental marketing material using Adobe Photoshop and Macromedia Fireworks.
• Reconstructed departmental documents and maintained departments website using HTML.

Research Assistant

Confidential

Responsibilities:

• Tested software and reported the risks of software implementation to the Principal Investigator with information about the quality of the product under test.
• Designed, tested, and deployed five simulation packages (machines: (2) Windows XP, (1) Linux) that implemented virtual technology via VMware technology.
• Participated in various system software integration testing activities, one in particular with SitaWare, for software adapter development.
• Provided tactical and strategic identification and analysis, timelines, and implementation strategies, including post integration support.
• Conducted research in mission critical software system integration and provided full support to Confidential projects.
• Implemented test techniques to find bugs, errors, or other application defects that conflicted with the intent of the application.
• Performed stress and failure test on project ( Confidential ) servers to ensure servers met both users’ and clients’ demand.
• Developed protocol documentation for virtualization (i.e. operation, operations management, testing, and error guides).
• Tested various applications in virtual environments and documented benchmarks.
• Wrote and executed system test plans for web-based software applications.
• Maintained the GeoBML project website (HTML / Microsoft Frontpage).
• Maintained good communication with our business partners.
• Presented upgrade, backup, and virtualization aspects to PI.
• Reviewed project scope and implementation documents.

Confidential, Columbia, SC

Troubleshooting Customer Sales and Service Representative

Responsibilities:

• Assisted current Confidential subscribers with supported and limited supported network equipment (i.e. desktops, laptops, modems.
• Maintained accounts via Legacy and Remedy applications.
• Directed Confidential subscribers based on nature of call to the appropriate department.
• Provided excellent customer services and advised customers of Customer Satisfaction surveys.
• Assisted current Confidential subscribers with username, password, email, log in, and connectivity issues.
• Provided critical technical support to current small business and home Confidential subscribers.

Confidential, Athens, GA

Computer Lab Technician

Responsibilities:

• Assisted with laboratory- based tasks, which included sampling, testing, measuring, recording and analyzing foodborne culture results with biologist.
• Provided technical support to ensure that computers and other electronic devices within the laboratory functioned properly.
• Developed and organized paper and electronic databases of foodborne and pathogenic bacteria.
• Learned and developed software protocol for database management software.
• Computerized research data and produced graph representations.
• Conducted research on relevant research topics.