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Professional Summary
Focused and driven Database Developer with proven success designing and implementing database solutions. Analytical and skilled in understanding business problems and develop systems that improve functionality. Skilled in working effectively in collaborative and self-motivated environments.
Focused and driven Database Developer with proven success designing and implementing database solutions. Analytical and skilled in understanding business problems and develop systems that improve functionality. Skilled in working effectively in collaborative and self-motivated environments.
Skills
  • Database development
  • Relational database management
  • Reporting and documentation
  • Implementing security measures
  • Running backups
  • Excellent communication skills
  • Database design
  • Java, PHP, HTML, and JavaScript
  • Excellent problem-solving abilities
  • Data backup and retrieval
Work History
Database Administrator, 01/2017 to 05/2018
 Alliant Center – Madison, WI
  • Specified users and user access levels for each database segment.
  • Modified existing databases to meet unique needs.
  • Implemented database designs and data models.
  • Wrote and maintained technical and functional specifications.
  • Created scripts and processes for data integration and maintenance.
  • Tested programs and databases and made necessary modifications.
  • Wrote and coded logical and physical database descriptions.
  • Coordinated with project teams on database development timelines.
  • Determined business and functional requirements for business needs.
  • Planned and implemented security measures to safeguard data.
  • Consistently met deadlines and requirements for all production work orders.
  • Developed work-flow charts and diagrams to ensure production team compliance with client deadlines.
Education
computer, 2019
 Edgewood College - Madison, WI
This resume is created in 7 minutes.
Summary
Experienced financial professional with almost 5 years of experience, specializing in process implementation, relationship management, and staff leadership. Certifications include FINRA Series 9/10, 7, and 63. 
Experience
Fidelity Investments Jacksonville, FL Regional Supervisory Analyst 09/2018 to Current
  • Member of Associate Council on Experience (ACE), a panel created to gather feedback from associates and report findings to technology teams for implementation of changes.
  • Reviewing the Daily Transaction Log (DTL): analyzing trades, money movement to identify risk situations and policy violations in associate transactions.
  • Working closely with the leadership team to recognize trends in the reporting and how to address them. 
Fidelity Investments Jacksonville, FL Help Desk, Client Services 01/2018 to 09/2018
  • Mentor to new Help Desk Pipeline Trainee
  • Project Team Member: Aid in scheduling off the phone activity for Jacksonville Service Associates (100 People) 
  • "Lunch and Learn" Facilitator: leading presentations on best practices for common difficult subject areas. 
  • Support in overseeing work of 20 associates.
Fidelity Investments Jacksonville, FL High Net Worth Service Associate 07/2015 to 01/2018
  • Excellence In Action Award Winner (EIA) for Q4 of 2017. 
  • Rock Solid Award Winner Q1 2017: for my contributions in process improvement
  • Collaborator in the Managed Account Service Experiment Summer/Fall 2016: provided feedback on the functionality of project and next steps to proceed.
  • Efficiency Leader on High Net Worth team, providing coaching on a team and individual level 
Building rapport and opening up the conversation to clients in order to set targeted appointments while processing complex service and trading requests
Building rapport and opening up the conversation to clients in order to set targeted appointments while processing complex service and trading requests
Building rapport and opening up the conversation to clients in order to set targeted appointments while processing complex service and trading requests
Building rapport and opening up the conversation to clients in order to set targeted appointments while processing complex service and trading requests
Fidelity Investments Jacksonville, FL Financial Representative 10/2014 to 07/2015
  • Traded with 100% trade accuracy
  • Answered client questions regarding trading and money movement.
Education and Training
Drama UNIVERSITY OF NORTH CAROLINA ASHEVILLE, ASHEVILLE, NC
This resume is created in 7 minutes.
Summary
A Results-focused management professional with diverse background in business management and customer service. Proactive in improving and streamlining service procedures to maximize team efficiency and customer satisfaction. Specializing in going above and beyond for customers, and team performance improvements.
Skills
  • Data and Metric Analysis
  • Conflict Resolution
  • Support Process Analysis and Improvement
  • Project Management
  • Strategy Development
 
 
  • Coaching and Mentoring
  • Train new and current hires
  • Schedule Management
  • Performance Management
  • Interviewing and Recruiting
Accomplishments
  • A letter from a client to my Director, commending me on going above and beyond during the client's on boarding process. 
  • Successfully reduced support call by 10% in my first four months at the company, by designing a self help knowledge base for customers.
  • Developed and implemented a strategy to provide support to international clients.  
  • Coached and developed an average performance team into a high performance team in my first year of taking over the leadership of the team.
  • Won over a client that was at the verge of canceling a 350,000 CAD /year business, by taking control of the account and providing beyond and above customer service to the users in the company.
  • Initiated a client pulse check strategy that increased clients engagement and retention by 5%
​
Experience
02/2016
Manager, Client Support and Training Entero Corp － Calgary, AB
  • Perform team hiring, coaching, development and review.
  • Provide detailed monthly departmental reports and updates to senior management.
  • Develop policies and processes for quicker and better resolution of client issues.
  • Act as an escalation point for direct reports.
  • Develop and implement strategies to increase customer engagement and satisfaction.
  • Give constant support and direction to team members to ensure that all customers are issues are resolved excellently .
  • Forecast and create support staffing schedule to ensure optimum coverage.
  • Give detailed statistical feedback on performance of team members to the management for staff evaluation and compensation.
  • Interface with cross functional work teams including sales and product management.
05/2014 to 02/2016
Client Manager/Business Analyst Entero Corp － Calgary, Alberta
  • Gathered and analyzed market information and used findings to define product strategy.
  • Liaised with software developers on the development of system enhancements to overcome known problems or further fulfill user requirements.
  • Evaluated current business processes and suggested improvements.
  • Managed software deployment and implementation.
  • Maintained documentation for application configuration and operating procedures.
  • Managed relationship with clients of key accounts.
  • Software design and testing. Developed a strong working relationship with clients and ensured their business needs/expectations are met.
  • Reviewed and prioritized clients' requirements.
  • Delivered support to existing users by investigating and resolving application issues.  
  • Developed and delivered training materials and product demonstration
07/2013 to 04/2014
Technical Support Representative/ Technical Support Lead Shaw Communication － Calgary, AB
  • Trained new employees and explained protocols clearly and efficiently.
  • Provided thorough support and problem resolution for customers via email, live chat and telephone.
  • Handled escalations from level 1 support.
  • Diagnosed and resolved technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP.    
  • Researched required information using available resources.  
  • Answered questions related to products and advised customers on the best fit for their needs.
  • Accurately processed and recorded call transactions.
09/2011 to 07/2013
Mobile Help Desk Support Scicom Sdn Bhd － Kuala Lumpur
  • Served as the front line, technical support for incoming queries and issues related to Android, iOS and Blackberry platforms.
  • Provided dedicated technical support via designated telephone line
  • Troubleshoot technical issues while providing outstanding customer experience and immediate issue resolution when applicable.
  • Maintained detailed documentation for all tickets including thorough information and troubleshooting steps/actions taken for accurate reporting, knowledge base and historical ticket data.
  • Documented and escalated support issues based on priority, service levels and technical involvement.
Education and Training
2019
MBA: Business Administration University of Aberdeen － Aberdeen Scotland
2015
Associate of Applied Science: Petroleum Enigneering Southern Alberta Institute of Technology － Calgary, AB, Canada
2011
Bachelor of Science: Computer and Electronics Engineering International University － Kuala Lumpur Malaysia
Professional Affiliations
The Association of Professional Engineers and Geoscientists of Alberta (APEGA)
This resume is created in 7 minutes.
Professional Summary
  • Detail-focused and result-oriented IT professional with extensive knowledge in troubleshooting IT-related issues and effective training skills with 11+ years of work experience.
  • Dedicated, organized, and self-directed team player with strong, communication, and relationship-building skills.
  • Capable of identifying potential problems and providing recommendations for resolution.
Areas of Expertise
  • IT support expertise
  • Process improvements
  • Users Training
  • Research and Development
  • Client assessment/analysis
  • Team and Project Leadership
  • Project/data management
  • Network and Systems Security
Technical Proficiencies
  • Platforms: Windows,7/8/10, Mac OS, Kali-Linux, Linux  (Ubuntu, Debian).
  • Languages: CSS, HTML
  • Tools: Citrix, VirtualBox, LogMeIn, Teamviewer, Ammyy, Microsoft Office Suite, Adobe Suite, Final Cut, 
  • Web design Proficiencies:HTML/CSS/, Photoshop, Social Media and Third Party APIs, Standardization of websites, Word Press, Joomla, CMS management.
Work History
Building Technology Coordinator at Lyman Moore Middle School 01/2017 to 09/2017
Portland Public Schools – Portland Maine
  • IT building support 
  • Provided Windows and Mac desktop support to all students and staff
  • Ordered to install new hardware and oversaw maintenance of existing hardware
  • Managed, deployed, and inventoried school devices.Re-imaged/Refreshed machines.
  • Oversee and provided guidance on Software Updates. 
  • Printer management and repaired.
  • Coordinated deployment and collection of student MLTI devices. 
  • Process MLTI (Maine Learning Technology Initiative) computer repair. 
  • Generated MLTI (Maine Learning Technology Initiative)
  •  Purchase Orders.
  • Collected & Maintain student collection payments.Kept warranty records Processed billing when not covered under warranty
  • Maintained records of repairs, orders, and installations
  • Managed, Coordinate, Repair and Support all A/V EquipmentSupporting training of staff
  • Process Moore Middle School specific HelpDeskTickets and coordinate District support
  • Support and facilitated staff teaching tools Google Apps for education support
  • Students' Apple Ids process management
  • Provided outreach for new technology initiatives
  • Recording keeping
  • Daily troubleshootingSupported and facilitate technology acceptable use policy
  • Vendors coordinated.Managed of school network social media  
Help Desk Computer Lab (Volunteer) 04/2016 to 12/2016
Portland Adult Education – Portland Maine
  • Helped students in use of Laptop and Desktop computer also iPad.
  • Deployed new PC's, Monitors & Printers at newly constructed training facility.
  • User verification to ensure that they find everything they are looking for in computers and help them overcome gap.
  • Interacted with laboratory clients from diverse backgrounds and languages and propose solutions that are relevant to their needs.
  • Provided base level IT support to non-technical personnel within business.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Researched, troubleshot and resolved complex problems independently.
  • Worked closely with team members to meet or exceed all students requirements. Followed up with clients (students) to ensure optimal service satisfaction 
  • Maintained accurate records of student lab use in Time Station program
  • Provided leadership for and manage a group of volunteers
Greetings for Tax-prepaid (Volunteer) 01/2016 to 04/2016
GoodWill – Portland, Maine
  • GOODWILL TAX PREPAY Volunteer
  • Received and scheduling appointments for customers
  • Oriented of customers by category - Monthly Income
  •  Installed of computers (laptop) and work tools
  • Assisted with prepaid tax
  • Greeters
IT System Administrator / Technician 08/2012 to 07/2015
Office of the President of the Republic – Kinshasa Congo DR

  • Built, setup and installed PC's/Servers as needed.      
  • Coordinated valuable technical support for up to end-users for hardware and software issues by consulting with staff via phone, email, remote access and in person.
  • Corrected system errors as required to maintain a continuous operation.   
  • Creates backup files and monitors for restoration and archive as needed.      
  • Analyze existing systems and make recommendations for key improvements to optimize performance.      
  • Troubleshooting, diagnosed, installed, upgraded, configured, and repaired computer systems and network system components.
  • Delivered on-site IT and AV technical support for 117 staff.
  • Installed anti-virus software, upgraded Windows operating systems, for personal laptop and desktop computers, memory upgrades.
  • Inserted/removed backup tapes for system and cleans drives.
  • Defined security requirements for computer systems, including mainframe, workstations and personal computers.
  • Kept up-to-date on new developments in computer and network vulnerabilities, data hiding and encryption.
  • Provided base level IT support to non-technical personnel within the business.
  • Installed software, modified and repaired hardware and resolved technical issues.
Education
Bachelor of Arts: Computer science 2007 ISIPA - Kinshasa, Congo DR
Certificate
  • System Center Configuration Management  Udemy (Paul Hill) 11.2017
  •  System Administration Windows Server 2012, 2016
  • Real-World Ethical Hacking: Hands-on CyberSecurity 10/2018
  • Mastering SQL Server 2016 Integration Services 
  • IT Help Desk Professional, Udemy  09/2/2017.
  • Maintaining Cyber Security, DeVry University  8/2017.
  • Cyber Security using Kali linux. Udemy 9/2017 
  • Data Management, Recovery, Backup, Shredding & Encryption  Udemy 10/2017 
  • Management and Security of  Corporate network under Linux, Congo DR.
This resume is created in 7 minutes.
Professional Summary

Sales professional adept at tracking and following up on hot leads, managing accounts and building long-term relationships with customers. Results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals. Hardworking and dependable Brand Ambassador with  years of experience in sales and marketing. Skilled in planning and preparing various promotional and marketing materials to increase sales. Flexible, motivated and always organized.

Skills
  • Goal-oriented
  • Positive and friendly
  • Exceptional time management skills
  • Excellent work ethic
  • Strong interpersonal skills
  • Strong conflict resolution skills
  • Effective communicator
  • Leadership
  • Mind for marketing
  • Exceptional attention to detail
Work History
Equipment Broker, 01/1998 to Current
 Med-Tech Resource Inc. – 29485 Airport Road, Eugene OR 97402

Handle equipment needs for emergency departments, fire departments, police department as well as hospitals and ambulances. Process orders threw remote quick books, look up inventory, handle all customers needs provide great customer service for ongoing relationships and accounts , dunning and coordinated between billing department and customers. Coordinate in anyway needed to help customers meet there equipment needs and stay in the time frames needed in emergency industries. Work trade shows, events and training's.
Sales Representative- Applied Jewelry Professional, 09/2019 to 10/2020
 Ben Bridge Jeweler Inc. – Chandler, AZ
  • Built strong rapport with clients by understanding needs and clearly explaining products.
  • Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
  • Retained excellent client satisfaction ratings
  • Exceeded sales goals.
  • Set up calendar with customer birthdays and other special events for personal touch.
  • Utilized effective communication and active listening skills to create client rapport to grow profitability.
  • Provided sales consultations on functional and stylistic benefits of each custom product.
  • Completed customer contracts and warranties as part of administrative aspects of sales.
As Needed/Brand Ambassador/ Events Coordinator, 05/2019 to 07/2019
 6 Pillars Marketing – Honolulu, HI
  • Set up and broke down promotional booths and tents, talked to potential customers and community members for successful promotional events.
  • Communicated product value, quality and style to educate and entice potential customers.
  • Coordinate vendors, music, band, DJ, as well as all restaurant and bar vendors and security.
  • Make sure all signage and advertising is in best location and looks its very best.
  • Set up tables, chairs, games, promotional events, drawings, swag demonstrations and make sure all involved had a enjoyable and profitable event.
  • Only left this position due to relocation to Arizona.
Temporary Worker, 06/2018 to 07/2019
 ALTRES – Honolulu, HI

work events, handle all aspects of setting up and take down for events, decorating, maximizing brand recognition, hand out paperwork and handle registrations.

organize events for classes and make sure teachers have everything they need for class and students. Help with kids events, special events,

Office needs, Filing, answering phones, promotional events and community relations.

Only left this as needed position due to relocation to Arizona.
Stadium Help, 06/2017 to 12/2017
 Source It Inc – Honolulu, HI

On a as needed basis, food prep, organize and prepare for customers, work with customers, work with other staff to make the customers have a positive experience. Work with customers orders. Help with anything needing done for football games at stadium.

Seasonal work only.
equipment broker/ sales manager, 03/1992 to 08/1997
 B & S Industries – Eugene Oregon

learned the emergency supplies industry, sold equipment to all emergency response industries, worked the shows and conventions. Managed other sales representatives. Handled totals and daily numbers, quota's and projections. Found new vendors, stock and inventory.
Education
High School Diploma: 1986
 Lane Community College - 4000 East 30th Avenue, Eugene Oregon 97405
Certifications

Healthcare CPR/AED, First Aid and Blood Borne Pathogen

Heartsaver First Aid, CPR and AED Adult and Child

Reiki 1 & 2 Certification

CERT Team Certification

GIA-Appied Jewelry Professional Diploma

GIA-Diamond Essentials Certificate

GIA- Colored Stone Essentials Certificate

This resume is created in 7 minutes.
Summary
Recently graduated IT student with +1 years of experience in a corporate IT environment. Looking to earn the title of IT Professional and grow within your company. Detail-oriented and willing to learn new skills.  
 

Summary of Skills
  • OPERATING SYSTEMS: 
  • Windows XP, 7, 10; Windows Server 2008, 2012; Linux including CentOS, Ubuntu, Kali
  • NETWORKING:​ Router and Switch configuration, Wireshark, DNS Servers
  • REPAIR & MAINTENANCE: Building and repairing computers, servers, and other electronic devices
  • DOCUMENTATION: Creation of maintenance documentation and excel spreadsheets for data organization​ 
Experience
Computer Hardware Support Intern Jun 2016 to Current
 Menard Inc － Eau Claire, WI
  • Repaired and maintained Computers, Tablets, and other equipment used throughout the entire company.
  • Compiled and wrote Repair and Maintenance documentation for management review.
  • Effectively resolved issues and responded to inquiries in a timely manner.
  • Partnered with a Full-Time Technician to plan and travel to stores throughout the Midwest to implement new equipment and perform preventative maintenance.
IT Help Desk Work-Study Sep 2015 to Jan 2016
 Chippewa Valley Technical College - Business Education Center － Eau Claire, WI
  • Provided great customer service over the phone and face to face support to ensure workplace efficiency and satisfaction.
  • Assembled and implemented new computer equipment, and organized equipment storage.
Education and Training
Associate of Applied Science, IT Networking 2017 Chippewa Valley Technical College － Eau Claire, WI, United States
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Summary
Call Center Customer Service Trainer and Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty in high call volume, email and chat environments. Organized and deadline-driven with great attention to detail in order to provide consistency in any work environment.
Skills
  • Microsoft Office proficiency
  • Proficient with vBulletin, Invision Power Services and XenForo platforms and WordPress
  • Experienced with Zendesk Customer Service Software and Magento eCommerce Platform
  • Call center supervisory experience
  • High customer service standards
  • Excellent verbal and written communication skills
  • Multitask and reach deadlines consistently
  • Detail with documentation
  • Expert Website Tester and Certified Usability Tester 
Experience
03/2014 to Current
Website Administrator Remote Work
Updated and managed existing website properties through vBulletin, Invision Power Services and XenForo platforms along with WordPress.
Presented pros and cons of various design approaches to design teams and management.
Conducted usability testing and integrated feedback into revisions.
Worked closely as a supervisor of a team of moderators.
Created regulations for the moderators to follow to provide consistency and efficiency in resolving problems and maintaining a good web-based environment for users.
08/2010 to 03/2014
Customer Service Representative Remote Work
Guaranteed positive customer experiences and resolved all customer complaints through Zendesk using the Magento eCommerce platform.
Communicated all merchandise needs or issues to appropriate supervisors.
Processed merchandise returns and exchanges and assisted with tracking through Customs.
Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
03/2004 to 07/2008
Sales, Customer Service, Credit and NetAgent Trainer Talbots Customer Service Call Center － Knoxville, TN
Trained New-Hires in  Call Center Sales, Customer Service, Credit and NetAgent classes on a regular basis and also trained hundreds of seasonal temporary associates in Sales.
Offered specific training programs to help employees maintain and improve job skills and led learning enhancement seminars focused on improving people skills needed for success in the workforce.
Maintained quality control of calls and chats through an audio and video recorded system and provided feedback to employees on their calls and chats.
11/2003 to 03/2004
Receptionist Front Desk Talbots Customer Service Call Center thru Staffing Solutions － Knoxville, TN Welcomed guests and clients to call center in an upbeat and friendly manner.
Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
Received incoming packages and mail, dispersed parcels and correspondence and shipped outgoing items daily.
Education
Middle Tennessee State University － Murfreesboro, TN, United States
East Tennessee State University － Johnson City, TN, United States
This resume is created in 7 minutes.
Summary
Over 10 years of experience in an office/team environment which included the use administrative, technical support, and project coordination knowledge. Consistently demonstrated success working with clients to develop and implement technical solutions with, strong writing, and presentation skills. Also proficient in MS Office Suite with database skills (basic SQL and/or reporting).
Skills
  • MS Office Suite (Word, Excel, Outlook, Powerpoint, etc.)
  • Support Ticket Management 
  • SQL Developer 
  • Data Entry
  • Interpersonal Skills
  • Client/Customer Service Skills
  • Written and Verbal Communication 
  • Time Management Skills
  • SAP
Experience
Apex Systems (Comcast) Columbia, MD EXECUTIVE ASSISTANT 10/2018 to Current
  • Responsible for acting as a personal and confidential secretary to senior management and his/her staff.
  • Contacts Company personnel at all levels of the organization to gather information to prepare reports.
  • Maintains knowledge of corporate activities to assist in policy, procedure, and administrative matters.
  • Performs responsibilities in such a way as to project the appropriate professional image of the Company.
  • Screens telephone calls, visitors, and letters; answers routine questions and furnishes information.
  • Responsible for the coordination and scheduling of internal meetings and presentations; gathers and prepares necessary materials and/or equipment.
  • Assures the planning and coordination of the executive's calendar of events; schedules appointments and prepares detailed itineraries, complete with travel accommodations, etc.
  • Assures the maintenance of travel and expense account and records, including form preparation and figure reconciliation.
Johns Hopkins University - Krieger School of Arts and Sciences - Advanced Academic Programs Washington, DC UNDERGRADUATE RESEARCH COORDINATOR 09/2017 to 08/2018
  • Schedule monthly meetings with 100+ students served by KSAS's undergraduate research awards.       
  • Manage the Director's daily calendar.
  • Manage and maintain department calendar in scheduling one-on-one appointments, group meetings, conference calls, Skype meetings, etc., including monthly individual meetings with the 100+ students served by KSAS's undergraduate research awards.
  • Track invoices, travel, purchase orders, etc. for the Director and for funded students through SAP.
  • Answer phone and direct callers to appropriate resources
  • Each student receiving a research award (e.g. DURA, Woodrow Wilson, Bander, or Clinger) has an upcoming meeting scheduled at all times.
  • Ensuring the Director's calendar is consistently up to date and accurate; new appointment requests are handled within one business day.
  • Maintain files for current and past undergraduate research award recipients.
  • Perform basic data entry for assigned projects.
  • Coordinate special events including receptions, graduation events, dinners, poster presentations, and a weekly workshop series.
  • Provide HR support with hiring summer researchers, post-doc, grad students, and special guest.
  • Supervise and implement tasks for student interns.
  • Create, develop, organize, and maintain financial data, records, and budget for all undergraduate research programs.
Johns Hopkins Bloomberg School of Public Health (via Randstad) Baltimore, MD SR. ADMINISTRATIVE COORDINATOR 05/2017 to 07/2017
  • Overseeing operations for WebDAM (Digital Asset Management) project for the Office of External Affairs Communications and Marketing Team
  • Communicating directly with graphic designers and programmers in efforts to maintain best possible assets.
  • Maintaining detailed records of University associate information for the purpose of organizing digital assets for marketing and advertising.
  • Identifying, reviewing, and managing all marketing material assets (including magazines, handbooks, pamphlets, etc.) and transferring them to WebDAM  for over 2500 faculty, staff and students.
  • Organizing, tagging, key-wording, and labeling digital assets for more efficient search, filtering, and identification purposes.
Capital One Richmond, VA PROJECT COORDINATOR 03/2016 to 03/2017
  • Coordinating with associates and all levels of management to ensure that contact center & backoffice agents have the appropriate system access for their given job function.
  • Processing transfers for agents moving between business units/functional area; including updating reporting information and adding/removing system access as required by job function
  • Track and assisting with quality assurance of custom developed processes and reports.
  • Maintaining and reporting inconsistencies in documentation
  • Keeping accurate and detailed records of anomalies and delays in provisioning process.
  • Utilizing excellent verbal and written skills to articulate onboarding concerns to gain an effective resolution.
  • Resolving miscellaneous requests as needed and train new coordinators.
  • Handling troubleshooting not able to be resolved by help desk agents.
  • Submit All Access requests for agent profiles & other system access as needed.
  • Build system access in systems provisioned by Information SecurityManage custom.
  • Communicating directly with HR to resolve onboarding and transfer issues with agents and their personal information.
  • Submitting agent information into WorkDay for identity creation
  • Submitting terminations and removal of system access.
  • Attending all team meetings in office or remotely.
  • Manage customer communications pertaining to work in process.
LMI Belcamp, MD ANALYST/HELP DESK ADMINISTRATOR 01/2006 to 08/2014
  • Providing technical support via telephone and email to over 20,000 users of the Safety Toolkit, ABACAT, PICAMcontracted by the USPS, and also the United States Air Force AIRS System.
  • Assisting clients using remote desktop to connect to users machines and resolve problems and concerns.
  • Managing Active directory – reset, change, unlock passwords and add users to various groups.
  • Creating basic SQL and Toad queries to gather information and export to spread sheets.
  • Editing and entering data in LMI databases for the purpose of maintaining accurate client information.
  • Utilizing "Magic" ticking system to log and track and document client and system issues and concerns.
  • Assisting in office UI development for  LMI web interfaces
  • Developing and Proofreading user manuals for LMI developed applications.
  • Creating a FAQ document from compiled tickets, calls,and reports in efforts to improve overall client and associate experience.
  • Training associates on policy and procedures.
  • Building and maintaining relationships with clients who use USPS software/services.
  • Troubleshooting issues with all LMI applications and communicating  with developers and project managers.
  • Managing incoming calls and emails from clients issues while meeting specific deadlines for resolutions.
  • Creating and executed test plans for newly developed or updated applications for training and testing purposes. 
  • Administering surveys via telephone for clients without internet access to acquire information needed to maintain detailed records for data entry.
  • Updating and managing identifying user information and materials in all assigned applications.
  • Responding to and documenting all incoming voicemail inquiries.
Accomplishments
  • Awarded monetary prize of recognition and achievement for outstanding service from LMI 2011
  • LMI Distinguished Service Award, 2014
  • Maintained Security Clearance from 2006-2014
  • 100% Initial QA evaluation at Capital One
  • #1 Ranking in Processing Units at Capital One, April-May 2016
  • G.O.L.D program Graduate


Education and Training
Bachelor of Science: Liberal Studies w/ Music Concentration 2002 Frostburg State University, Frostburg, MD
Activities and Honors

Bel Air Community Band 

Richmond Symphonic Winds

Hunt Valley Wind Ensemble

This resume is created in 7 minutes.
Professional Summary

I have been working in the Dental field ever since my mid to late twenties where I started in an administrative position. I have worked in all aspects of Dentistry including but not limited to General Dentistry, Oral Surgery, Endodontics, Pedodontics, and Orthodontics.

I became a Doula in 2010, although I loved doing the work the hours and compensation we're not working with my financial needs .

I decided to work for myself this year , 2018, where I explored every aspect of dentistry again. I worked all over the front range and enjoyed meeting lots of people in this field . I am ready to settle down at a location that is close to my home in the Northern Colorado area.

Certifications and Credentials
  • Expanded Functions Dental Assistant; Front Range Comm College1993
  • Nitrous Oxide Administration; University of Colorado School of Dentistry, 1993
  • Oral Sedation Dentistry; DOCS, 2006
  • Radiology Education and Training; Video Tape Course, 2000
  • Invisalign Certification:Clear Essentials I; "Aligntech Institute",2008
  • CEREC: Cad Cam Technology, Stain and Glaze
  • CPR, expires 6'2018
  • Osha Training; 2016
  • High School Diploma: Passaic County Tech, Wayne N.J.


Skill Highlights
  • Qualified patient educator
  • Decision-making under pressure
  • Excellent listener
  • High ethical standards
  • Level-headed
  • Business-minded practice
  • Empathetic and courteous
Professional Experience
Prairie Wind Dental September 2015 to January 2018 Front Desk Administrator
Boulder, CO

Served as liaison between management, clinical staff and the community. Directed the installation of improved work methods and procedures to achieve agency objectives. Cooperated with other health related agencies and organizations in community activities. Jumped in to fill gaps for on call rotation when necessary.
Broadway Smiles September 2012 to August 2013 E.D.D.A.
Boulder, Co
  • Assisting
  • Equipment Maintenance
Keene Smiles March 2004 to March 2012 E.D.D.A
Lafayette, Co
Dr. Joseph Kelliher February 1999 to February 2003 E.D.D.A
Longmont, Co
Dr. Michael Travis September 1997 to January 1999 E.D.D.A
Boulder, Co
Dr. Richard Meyers February 1996 to February 1997 Business/Front Desk /Receptionist
Boulder, Co
Gentle Dental January 1992 to February 1996 Business Assistant/Front Desk/Receptionist
Longmont, Co

Trained in Broomfield

South Boulder office also
Lincoln Park Dental May 1990 to November 1990 Office Manager
Lincoln Park, N.J.
Dr. Cicero/Dr. Gureasko , Endo. February 1983 to March 1988 Business Assistant
Parsippany, NJ
Certifications
DONA 2010 Doula Lafayette, Co, USA
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Career Focus
High-performing, strategic-thinking, Political Economy major with exceptional writing, presenting, and interpersonal communication skills. Excels at building dynamic teams that achieve continuous process improvement. Currently pursuing a Bachelor's Degree in International Political Economy and Diplomacy.
Skills
  • Community Development
  • Socioeconomic Knowledge
  • Inter-governmental and legislative relations
  • Exceptional Interpersonal Skills
  • Excellent Oral and Written Communication Skills
  • ​Public Speaking
  • Effective Time Management Skills
  • Superior Leadership Ability
Experience
Housatonic Community College Bridgeport, CT IT Help Desk Support Team Member 01/2017 to Current
  • Provides workstation, laptop, and printer hardware and software support/troubleshooting.
  • Test and image desktops and laptops using Microsoft Operating System Deployment using the University's software.
  • Sets up and configures all workstation, laptop, and printer hardware according to UB's standards and guidelines.
  • Ensures all open tickets requiring follow-up work and/or calls are resolved within 24 hours.
  • Responsible for monitoring customer queues in Incident Management System and responding to tickets based on Service Level Agreements (SLA) using Service Now IT Service ticketing system.
Taco Bell Milford, CT Cashier 12/2015 to 08/2016
  • Converted service interactions to sales referrals and exceeded quarterly goals.
  • Trained all new cashiers on effective techniques.
  • Streamlined the stocking process resulting in an increase in work production and efficiency.
  • Completed over 100 daily credit card and cash transactions with 100% accuracy.
ABC Child Care Center Stratford, CT Teacher's Assistant 08/2015 to 10/2016
  • Instructed students individually and in groups, using various NAEYC teaching methods such as story time, discussions, and demonstrations.
  • Applied progressive teaching principles to a class of 8 students, improving learning abilities.
  • Received high remarks for the creativity of classroom lesson plans and instructional techniques from students, parents, and faculty.
  • Implemented student discipline measures, decreasing classroom disruptions.
Education and Training
Bachelor of Arts: International Political Economy and Diplomacy May 2019 University of Bridgeport, Bridgeport, CT GPA 3.85
General Studies 2017 Housatonic Community College, Bridgeport, CT GPA 3.8
Activities and Honors
Model United Nations, Current member
Alpha Lambda Delta & Pi Sigma Alpha, Honor Society
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Professional Summary
  • Extensive knowledge of platforms like Microsoft Windows (Windows XP/Windows 8, Server2003-2008)
  • Thoroughly knowledgeable in the use of vulnerability assessment tools such as Internet SecurityScanner (ISS)
  • An active team player with excellent interpersonal communication and problem-solving skills.
  • Excellent knowledge of hardware like Switches, and Routers•
  • Possess excellent time management skills and ability to work in a team environment.
  • Outstanding communication skills in written and verbal English.
  • Excellent analytical and problem-solving skills
Skills
  • Data management
  • Self-motivated
  • IT security best practices
  • Scalable systems
  • Documentation
  • Managing multiple projects simultaneously
  • Risk management processes and analysis
  • Extremely organized
  • Process implementation
  • Web application implementation
  • Microsoft SharePoint
Work History
08/2016 to 05/2017
Help desk intern Community College Baltimore County Essex – Baltimore, MD
  • Updated existing S&A packages through the life cycle of the major applications and general Support Systems. 
  • Supported the Information Assurance (IA) team to conduct risk assessments, documentation for Security Control Assessment.
  • Ensured all systems are operated and maintained.
  • Created and maintained user login identification (User ID)
  •  Assisted in the daily administration of security controls, compliance, monitoring and enforcement program.
  • Monitored system performance, gathered data and prepare management reports. 
05/2014 to 07/2017
Help Desk Support Assistant intern Change Health System Inc – Baltimore, MD
  • Installed Microsoft patches and updates.
  • Configured IIS and security settings to host BPM and provided step-by-step installation and configuration assistance and remote support.
  • Assisted with documentation lookup using (Cisco) support tool.  support included desktop applications, hardware issues, collaboration tools (e-mail) and internet access.
  • Planned, coordinated and implemented network security measures for data protection. 
  • Changed filesystem permissions as outlined in security reports and management of system processes.
  • Provided day-to-day Management of the help desk and network administration personnel assigned to the Information technology department. 
Education
2017
Associate of Science: Information System Security
 The Community College of Baltimore County - Essex
This resume is created in 7 minutes.
Professional Summary
IT Help Desk Technician with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Business support advanced routing and static NAT.
Skills
  • Excellent problem-solving abilities
  • Highly Dependable
  • Great Organizational Skills
  • Strong Skills in customer relations
  • Exceptional telephone etiquette
  • Adherence to high customer service standards
  • Effective problem solver
  • Excellent time management skills
  • Exceptional workflow management
  • Remote access support
  • Microsoft Suite 
Work History
Help Desk Support 07/2016 to 11/2016
Continuum – Cranberry Township, PA
  • Resolved 30-40 technical support inquiries per Day.
  • Resolved virus and malware issues with a 100% success rate.
  • Restored data, operating systems, files, documents and drivers.
  • Trained both internal and off-site users in repairing and resolving recurring issues.
  • Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
It Help Desk Officer 03/2015 to 06/2016
Highjump Software Inc – Seven Fields, PA
  • Monitored Multiple company-wide trouble ticket queues.
  • Kept up-to-date on new developments in computer and network vulnerabilities, data hiding and encryption.
  • Incorporated feedback and recommendations from other staff members when modifying software.
  • Upgraded and expanded network systems and their components.
  • Completed remote repairs involving software solutions and hardware repairs.
  • Communicated with vendors to resolve network outages and periods of reduced performance.
  • Troubleshot and maintained all networking devices and infrastructure across the enterprise including switches, routers and firewalls.
  • Documented all server and network problems and other unusual events in detail.
Customer Service Executive 10/2011 to Current
Verizon – Pittsburgh, PA

    Technical Support Analyst

     Escalation Team - Supervisor Takeovers assist customers with high priority issues.

    Project Lead - Trained employees on customer service, with focus on tone and delivery. Raising the overall center rating for customer service.

    Project Assist - Culture Club - raising our internal culture gaining employee engagement for various company events.
Manager 07/2001 to 10/2008
Buzzi's Pizza – Rochester, PA
Managed Schedules, Cooked Pizza, Customer Relations, Also Helped with Projects for Owners as needed.
Education
Associate of Science: Information Technology Network Administration 2010 Pittsburgh Technical Institute - Oakdale, PA
Accomplishments
  • Trained and Monitored Multiple New call center representatives
  • Consistently commended by superiors for resolving volatile customer situations quickly and courteously.
  • Recipient of JD Power Award 2014.
  • Set up 100's of desktop and laptop computers and configured all security and software applications.

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