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Professional Profile
Experienced career professional with 20 years of experience in a business environment.  This includes experience with the Department of Defense, DODEA-Europe and Leading Commercial Insurance Companies.  Additional expertise includes management and staff supervision.  Strong leadership and relationship building skills help contribute to the success of the organization.
Summary of Qualifications
  • Able to manage, supervise, inspire and motivate others
  • Exceptional written and verbal communication skills
  • Use Productivity Tools to complete required tasks
  • Punctual professional with proven record for finishing projects on time
  • Work well in team environment
  • Knowledge of US Army Paperless Contract Filing
  • Ability to identify problems
  • Excellent negotiation and problem solving skills
  • Developed and maintained professional relationships
  • Maintained electronic files and records
  • Multi-task and able to work in fast paced environment
  • Proficient in Microsoft Office Applications
  • Type 80 w.p.m.
  • Knowledge of Contract Negotiations
  • Pre/Post Award Actions
Boosted customer satisfaction ratings by 50% in under 6 months - Landstuhl Regional Medical Center 09/2016.
Received cash and time-off award 04/2017
Professional Experience
Medical Support Specialist GS 0679 - 05 Step 3 12/2014 to Current Landstuhl US Army Regional Medical Center Landstuhl, Germany
Perform duties as a receptionist, record keeping, typing and other clerical duties in support of a Military Treatment Facility in a healthcare setting.  Initiate appointments for patients for PCM visits, X-ray, Lab tests, etc.  Receive phone calls regarding the availability of appointments and procedures and book appointment accordingly.  Question callers to obtain sufficient information of personal data and update automated systems as necessary.  Interview patient's to seek information on what type of medical treatment is being requested.  Create telephone consults in AHLTA to request refills on patient's medication.  Work with other Specialty Departments (OB/GYN, Cardiology, Ortho, Radiology, etc.) to ensure collaborative care for patients.  Review and collect third party insurance information.  Compile statistical data on a regular basis on patients.  Type reports, correspondence, and schedules with a high degree of accuracy.  Responsible for format, spelling, and punctuation.  Manipulate data for outpatient/inpatient using Electronic Health Record Systems AHLTA and CHCS.  Last performance review grade Exceeds/Exceptional.
Technical Support Specialist 03/2013 to 06/2014 T-Mobile Colorado Springs, Colorado
Utilized strong Customer Service skills to assist customers with service related issues.  This included troubleshooting product and service issues pertaining to T-Mobile devices and equipment.  Subject Matter Expert in resolving device related issues which included, crash and freezing issues, memory and power issues, device maintenance, connectivity issues, and overage area explanations.  Used T-Mobile troubleshooting policies and procedures to pinpoint and resolve customer's problems.  Worked in a fast paced environment.  Quickly developed relationships with customer to gain trust and resolve issues in a timely manner.
Para Professional/Special Education GS 1702-04 05/2011 to 06/2012 Department of Defense Schools Europe Heidelberg, Germany
Familiar with the Exceptional Family Member Program.  Worked closely with students and family members to ensure EFMP Program needs were met.  Met with EFMP Students to give them one on one guided instructions and assistance.  Helped the classroom teacher facilitate the development of functional skills (dressing/grooming), functional academic skills (reading labels, counting money).  Implemented the classroom rules set in place by the teacher.  Redirected inappropriate behavior and applied learned strategies.  Helped students or groups learn the concepts being taught by the teacher.  Created new forms, contracts, and charts to track student's behavior and work progress.  Participated in various training courses and classes.  Participated in Parent Teacher Conferences.  Worked in various classrooms, media center, and office as needed.  Last performance review grade Exceeds/Exceptional.
Contract Specialist - Underwriting 05/2007 to 04/2009 Zurich North America Chicago, IL
Assumed complete responsibility for negotiation and administration of contracts from  the development of the contract through all phases of contract activity.  Prepared  requests for proposals, evaluated proposals received to determine responsiveness to technical and other requirements as well as reasonableness of prices.  Participated in and conducted negotiations of basic contracts and modifications in the scope of work to be performed, price escalation and adjustment, and progress payments.  Explained contract requirements and advises on contract procedures and regulations.  Served as negotiation during pre-award negotiations with management officials. Utilized considerable judgment during negotiations including case history, comparison of cost data, and conclusions reached.  Recommended to Management most advantageous offer for award.  ​
Management Liability Contracting Underwriter 04/2004 to 05/2007 Zurich North America Chicago, IL Maintained and managed underwriting business quotes.  Responsible for business less than $500M in assets for the North Central Region.  Review, analyze, and investigate a diverse group of clients for D&O, Non-Profit, EPL, Fiduciary, and Crime coverage.  Compared pricing data and cost in contracts and proposals. Used office automation processing systems and a variety of software applications to accomplish a wide range of statistical and analytical information to develop competitive insurance quotes and contracts.  Strong management and multi-tasking skills demonstrated which included customer service contact with internal and external customers.  Excellent negotiating and presentation skills.  Maintained and developed strong professional relationships with various large brokerage firms.  Cultivated relationships with wholesalers, retailers, contractors, and key producers in the region.  Managed and trained lower level associates which
Bachelor of Science: Business Administration/Management 2004 Robert Morris University Chicago, IL, United States
Associate of Applied Science: Secretarial Science 1986 Robert Morris University Chicago, IL, United States
Human Resource Management Benefits Training, Zurich North America 2007
Cost Analysis & Price Comparison Training, Zurich North America 2007
Contract Management & Negotiation Training, Zurich North America 2009

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  • Computer Repair (hardware and software)
  • Computer Networking
  • Windows OS
  • Linux OS
  • Wireshark
  • Packet tracer 
  • Adobe Photoshop
  • Adobe Illustrator 
  • Adobe InDesign  
  • Corel Draw 
CCNA (Cisco Certified Network Associate)
License number: xxxx-xxxx-xxxx
Most Outstanding in C programming
Informatics - Los Baños, Laguna
09/2014 to Current
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Technical Support Specialist Teleperformance Makati Lorem ipsum dolor sit amet, lorem leo nibh maecenas massa integer. Viverra risus. Viverra placerat elementum, tincidunt sodales modi nonummy. Fringilla leo vitae, vestibulum posuere cursus tempor ac cras eu. Porta faucibus aliquam mollis, ac lectus nulla placerat mollis, cras vitae fringilla dictumst, vivamus sed mauris dolor porta nonummy nullam
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Diploma: Computer Programming and Hardware Servicing Informatics Computer Institute Los Baños, Laguna, Philippines

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Seeking opportunities that showcase the  range of proven technical,  analytical and customer service skills necessary to the Help Desk environment.  An extensive background in high-end tactical jet  avionic systems maintenance and troubleshooting anchors acquired technical, analytical skills. Having both taught customer service soft skills in formal classroom settings, applied them from inbound call center experience to assisting first time/ novice DIYers and small business owners on a Big Box retail chain sales floor or, among corporate end users. The principals and practice remains true and consistent. Equally demonstrated  results in Program Management supervisory functions. A demonstrated commitment to  technical training and applied Customer service principals. 

Skill Highlights

-CompTIA Certified Professional

 -A Plus Certified

- Network Plus Certified

-Server Plus Certified

- CTT Plus Certified Technical Trainer

-Microsoft Certified Professional

-OSHA analyst and administrator

-Master Training Specialist,  Department of the Navy

05/2015 to Current
Certified Hardware Specialist Home Depot Memphis, TN

Sales Associate- Certified Hardware Associate:

  • Flesh out residential / business customers to ascertain best product recommendations and practices on a range hardware need from  corded and battery operated power tools to the appropriate use of fasteners, anchors and building materials.
  • Routinely make recommendations as to best practices, and hazards of non-conformance to industry practices.
Sales Cashier:
  • Last line to ensuring total costumer satisfaction and expectations met via prescribed customer queries relative to the shoppers in store experience.
02/2000 to 02/2002
Regional LAN Administrator Acosta Sales & Marketing Co. Memphis, TN
  •  Maintain distributed local area network supporting offices and remote users on Frame Relay WAN.
  • Offices located in Tennessee, Mississippi, Louisiana, Arkansas and Remote Access users (120 ) throughout region.
  • Primarily responsible for administration of LAN/WAN network; providing second level support of local and remote users.
  • Maintained Win NT/2000 servers, Win 9x workstations and portables on RAS, and installation of network hardware.
  • Coordinate and supervise office relocation/ expansion Experienced in Microsoft Back Office products.
02/2000 to 02/2000
Contractor Technical Support Specialist Robert Half International
  • Provided LAN support to company employed end users connecting locally, via VFN and RAS.
  • Diagnose network and network resource connectivity issues.
  • Supported desktop and mainframe applications on PCs and laptops, to include MS Office, Lotus Smart Suite and AS400 products.
  • Supported Lotus Notes and MS Outlook e-mail services.
  • Management of domain user accounts and performing server operations, including access permissions, domain conversions, and systems integrity.
  • Provided these services on enterprise level networks with more than 3000 end users on Windows 9x, and NT platforms.
01/1999 to 01/2000
Adjunct Instructor Southwest Tennessee Community College State Technical Institute Memphis
  • Provided on campus, preparatory instruction for A certification.
  • Developed course requirements and outlines for Help Desk Concepts and Network courses.
01/1997 to 01/2000
Trainer/Systems Analyst Stream International
  • Initially trained new hire personnel in basic PC up-keep and repair, and customer service soft skills for high volume inbound call center.
  • Developed training plans and lesson guides to meet company specific requirements.
  • Provided training to support OEM products, Internet access utilizing dial-up and high-speed connection technologies.
  • Lead trainer during facility migration from Lotus CC-Mail to Lotus Notes.
  • When company embarked on major University initiative to provide certification training for employees, functioned as site lead for program development and implementation.
  • Other duties include, augmentation of IT support services on a 600 node distributed LAN and participation in community outreach programs.
02/1996 to 02/1997
Material Manager

Accomplishments: Reorganized sub-custody and preventative maintenance procedures resulting in increased availability of high dollar material. Functional area was "Outstanding" on Navel Aviation Readiness Evaluation.

MILITARY SERVICE United States Marine Corps
  • Navy Marine Corps Commendation Medals for Superior Performance of Duty
  • 2 Navy Marine Corps Achievement Medals for Meritorious Performance of Duty
02/1995 to 02/1997
Safety Program Manager

Accomplishments: Developed and implemented required safety programs consistent with federal laws. Implemented monthly safety newsletter emphasizing safety awareness away from work. Received a rating of Outstanding during Inspector General's Evaluation,.

02/1993 to 02/1994
Explosive Systems Safety Supervisor

Accomplishments: Received two Letters of Accommodation, Meritorious Mast, Letters of Appreciation, and awarded two Navy/Marine Corps Medals of Achievement for Outstanding performance.

02/1990 to 02/1993
Navel Technical Training Instructor/Supervisor/Evaluator assigned to Navel Technical Training Center

Accomplishments: Directed revision of 10-week technical training course. Increased course lab requirements without extension of course length. This cost-effective revision, contributed to student readiness. Received Letter of Appreciation for community based activities, designation as Master Training Specialist, two Letters of Appreciation for service activity and awarded the Navy/Marine Corps Commendation Medal for superior performance.

02/1988 to 02/1989
Quality Assurance Representative

Accomplishments: Gained rounded experience of aviation maintenance theory, principles and practices.

Education and Training
High School Diploma: Engineering Sciences Malcolm X Shabazz High School Newark, NJ
Industrial Safety Indiana University CE Certification

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Professional Summary
Analytical IT professional who applies hardware and software design, installation, security, administration and configuration knowledge to support growing businesses and increase productivity. Possesses a broad knowledge of the different facets of the IT industry, having been exposed to IT in different contexts. Talented at resolving highly technical/analytical issues efficiently to maintain uptime and increase productivity levels. Superb interpersonal skills, and is dedicated to providing the highest quality customer service.
  • Remote access support
  • User account creation
  • Advanced knowledge of Computer Hardware, Software, Peripherals, etc.
  • Performance testing
  • Firmware upgrades knowledge
  • Security logs
  • VPN configurations
  • Antivirus and spam blocking
  • Decisive
  • Analytical thinker
  • Superb interpersonal skills
  • Security metrics
  • Meticulous record-keeper
  • Account security maintenance
  • Wireless Access Point
  • Data backup and recovery systems
  • Preventative maintenance expert
Work History
Clinical Systems Specialist II 08/2015 to Current
Doctor's Hospital at Renaissance Edinburg, TX
  • Provide 2nd level clinical systems support for the entire hospital, with a primary focus on the hospital's outpatient settings. 
  • Coordinated with systems partners to finalize designs and confirm requirements.
  • Assist with project management and coordination for hospital's EMR software go-lives, scheduled system downtimes, scheduled upgrades, etc.
  • Generate reports within various EMR systems for varied purposes, such as demographics, statistics, vulnerabilities, etc.
  • Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
  • Consistently met deadlines and requirements for all production work orders.
  • Trained junior members of Clinical Informatics team regarding troubleshooting, support, and customization of the different EMRs in use at the hospital.

Technical Support Specialist II 02/2014 to 08/2015
Doctors Hospital at Renaissance Edinburg
  • Provided 2nd level technical support to the entire hospital onsite, as well as remotely via the IS HelpDesk Call Center.
  • Managed call flow and responded to technical support needs of customers.
  • Created/modified and reset passwords for users within Active Directory, as well as the various clinical/financial applications in use by the hospital (Cerner, Mckesson, eCW, Amazing Charts, Crystal PM, MicroMD, UroCharts, etc.).
  • Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects.
  • Diagnosed and troubleshooted Windows processing problems and applied solutions to increase company efficiency.
  • Reviewed technical documentation and procedures.
  • Defined and documented technical best practices.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems.

IT Support Specialist 01/2013 to 01/2014
Compuplanet IT Solutions Edinburg, TX.
  • Provided IT Desktop/Server/Network support to contracted clients in various settings, which included clinics, restaurants, warehouses, etc.
  • Built/configured servers with RAID arrays, Active Directory, DNS, RDS, etc.
  • as needed by clientele.
  • In addition, I managed & maintained network equipment for clients.
A+ Computer Technician 06/2011 to 10/2013
TigerDirect Mcallen, TX
  • Troubleshot and repaired any and all issues with hardware/software/peripherals for clients in a timely manner, communicated end result to client and provided training.
  • Provided technical advice to clients to assist in making an educated decision on different technological devices (routers, switches, computers, etc.).
  • Installed software and operating systems on client computers as necessary.

Bachelor of Science: Information Technology Dec. 2014 Western Governors University - Salt Lake City, UT
  • Coursework in Information Technology and Computer Applications
  • Coursework in Computer Science and Engineering
  • Coursework includes: Speech and Communication, Sociology and Psychology

Associate of Applied Science: Electronic & Computer Maintenance Technology 2012 South Texas College - Mcallen, TX
  • Coursework in Computer Structure and Assembly
  • Coursework in Computer Networks
  • Coursework includes: Speech and Communication, Sociology and Psychology
  • Training in Customer Service for Technical Support
Industry Certifications
  • CompTIA: A+, Network+, Security+, Linux+ & Project+
  • CIW: Web Design Specialist, JavaScript Specialist, Database Design Specialist
  • Microsoft: Software Development Fundamentals