CUSTOMER IT SUPPORT/SERVER MANAGEMENT/TECHNICAL WRITER
Experienced technical support provided superior work under the pressure of rigid deadlines. Effective customer service
representative with a varied background in technology seeking a challenging customer oriented position in an industry-leading firm.
Customer IT Support/Server Management/Technical Writer April 2003 to August 2006Lockheed-Martin － Baltimore, MD
Provided IT support to company personnel.Displayed courtesy and strong interpersonal skills with all customer interactions.Processed an average of twenty inbound and outbound technical support calls per day, Informed customers aboutissue resolution progress.Managed IT setup and service requests for classified network..Assisted customers with technical issues viaemail, live chat and telephone.Provided real-time support to everyday users of classified information.
Lan/Wan Specialist Team leader March 2001 to October 2003GE Marquette Medical － Baltimore, MD
Customer liaison between medical company and hospitals purchasing software Ordered the necessary hardwareand software.Ensured each order was tracked, completed and shipped on schedule Handled problems,complaints andconcerns with an emphasis on rectifying all issues Supported customers having data connectivity issues.
Master Sergeant April 1991 to February 2001USAF － Baltimore, MD
Provided base level IT support to 100 personnel.Upgraded single point of failure network to more efficient network Resolved customer complaints and concernswith strong verbal negotiation skills.Processed an average of 100 inbound and outbound technical support calls.on monthly basis.
Trained new employees and explained policies and procedures.Researched issues on various computer systems and databases to resolve complaints and answer inquiries.Informed customers about issue resolution progress.Supported customers having data connectivity issues.Managed IT setup and service requests for classified network.Assisted in process refinement to improve customer service and support.Developed documentation for common processes for both support staff and end-users.Created new account, reset passwords and configured access for users.Increased number of resolved job tickets by 75% over previous year.
IT Planner April 1997 to April 1998USAF OSAN
Developed documentation for common processes for both support staff and end-users.Maintained records, logs and the life-cycle of work requests.Researched, documented and escalated cases to higher levels of support according to internal procedures.Maintained a calm, professional demeanor when faced with high demand, high volume workloads.Diligently followed up with customers about existing orders.Handled a large volume of phone calls, chat and emails.Provided professional customer service consultations on country requirements interacting with host country andincoming customers.Managed IT setup and service requests for incoming exercise participants Supported customers having dataconnectivity issues.Processed an average of 35 inbound and outbound technical support calls.Provided base level IT support to company personnel..
Certification/ Licensure : Technical, 2001 USAF - Shepard, TX, USA 50 training and technical courses forprofessional development.
High School Diploma : 1976Toledo, OH
LOCKHEED MARTIN 2003-2006 Exceeded monthly goals by successfully handling more than 50 calls perweek.Top representative in department with customer satisfaction surpassing 90%.Promoted to networkmanager/technical writer for Lockheed Martin classified system.
Duties included writing and editing policies andprocedures for 7 field offices to operate classified systems as well as daily server maintenance and help desksupport for in on site personnel.
GE MARQUETTE MEDICAL 2000-2003 Responsible for the purchase, configuration, setup, shipping, installation and training.for medical software company.Duties included managing 8 personnel who loaded medical software, prepared hospital orders for shipment.tracked hardware and software delivery and arranged field representatives installation schedules.USAF LOGISTICS SPECIALIST Planned country wide exercises in S.Korea 1996-1997.Responsible for the logistcal movement of all communication data equipment required for each servicesrequirements from CONUS for each exercise.