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Field Support Analyst Resume Example

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FIELD SUPPORT ANALYST
Professional Summary
Seeking a position as a KB writer/author. Self-motivated with exceptional communication and computer capabilities. 20 years of Active Duty service in the United States Army with a reputation for exemplary leadership, customer service and management qualities.
Skills
  • Creative problem solver
  • Exceptional communication skills
  • MS Windows expert
  • Training development aptitude
  • Audit preparation and reporting
  • Exceptional interpersonal communication
  • Excellent time management skills
  • Quick learner
  • Multi-line phone talent
  • Bilingual
  • Security Clearance
  • Benefits administrator
  • Effective problem solver
  • Detail oriented
Education
BBA: Human Resource Management, June 2016
 McKendree University - Radcliff, KY.
  • [3.7] GPA
  • Graduated Cum Laude
  • Recipient of Sigma Beta Delta (Honor Societyof Business Administration)
Work History
Field Support Analyst, 11/2015 to Current
 DMDC DEERS Support Office – Fort Knox, KY.
  • Conduct routine and non-routine analysis on policies regarding DEERS eligibility, enrollment, Tricare eligibility, DoD ID Card policy and issuance, service connected entitlements and privileges and RAPIDS.
  • Consistently sought out by peers for my knowledge and to assist with complicated call resolution and issues when leadership is not available
  • Ability to lead and manage all aspects of the quality control process for the organization; as well as train others.
  • Performed visual inspections of finished casework for Verifying Officials, Site Security Managers, and Trusted Agents; understanding written sentences and paragraphs in work related documents.

Customer Support Representative, 06/2015 to 10/2015
 DMDC Support Office – Fort Knox, KY.
  • Directly handled over 2000 calls in regards to benefits, eligibility, account setup, and service record inquiries.
  • Maintains proficient knowledge, skills, and abilities with DMDC applications; Service Desk, Web-Does, Beneficiary Support Tool (BST), RAPIDS, DS Access station, GIQD and QA Tools.
  • Designated to serve in the capacity of an advisor by senior leadership within the DSO when leadership is unavailable, in extended meetings and to assist current leadership during high call volumes.
  • Completed the Defense Enrollment Eligibility Reporting System (DEERS)/Real-Time Automated Personnel Identity System (RAPIDS) Verifying Official Training Course.


Customer Service Representative, 12/2013 to 05/2015
 Department of Veteran\'s Affairs – Fort Knox, KY.
  • Answered an average of 50 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Assisted guidance counselors in explaining education and employment benefits to Veterans while in their absence.
  • Prepared and filed records and case files, including documentation such as clients personal and eligibility information.
Emergency Operations Center NCOIC, 10/2011 to 11/2013
 United States Army – Fort Knox, KY.
  • Assisted and supervised the Plans NCOs in the MDMP; prepares the TOC for orders, drills, briefs, and rehearsals; receives and appropriately handles and distributes FRAGOs, Red Cross messages and Serious Incident Reports (SIRs); supervises and ensures the commanders update briefing (BUB) is rehearsed and allocates time to brief the commander(s) and staff.
  • Mentored and trained unit and Battalion Supply Sergeants during VIP visits, sharing knowledge, and experience resulting in improved logistics across the Brigade.
  • Utilized computer skills to maintain a variety of records and updated data including name, address, marital status, qualifications and exemption information.
  • Maintained communication with all units and subordinate units throughout the Brigade.


First Sergeant, 08/2009 to 09/2011
 U. S. Army – Republic of Korea
  • Trained and managed over 75 personnel in preparation for combat in high intensity training environment.
  • Performed an integral role as the Manager;leadership, expertise and high standards had a profound impact on the Company\'s ability to function.
  • Managed all exempt employee coaching, training and performance improvement actions.
  • Organized and edited training manuals, multimedia visual aids and other educational materials.

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Resume Overview

Companies Worked For:

  • DMDC DEERS Support Office
  • DMDC Support Office
  • Department of Veteran\'s Affairs
  • United States Army
  • U. S. Army

School Attended

  • McKendree University

Job Titles Held:

  • Field Support Analyst
  • Customer Support Representative
  • Customer Service Representative
  • Emergency Operations Center NCOIC
  • First Sergeant

Degrees

  • BBA : Human Resource Management , June 2016

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