Inspiritec Customer Service Representative Resume Example Department Of Veterans Affairs Work

INSPIRITEC CUSTOMER SERVICE REPRESENTATIVE

Career Overview

I am an information technology specialist that is seeking employment that will utilize my previous experience and skills to meet business objectives and support commitments to customer service, employee development, and continuous improvement. Over 5 years of consistently achieving superior performance levels and operational excellence in the information technology field. A Goal-oriented and collaborative IT professional with experience applying hardware and software design, installation, administration, and configuration to support growing businesses. Extensive experience with Microsoft 2003 and 2008 server platform as well as in-depth knowledge and experience in enterprise network systems planning, design, and configuration. Solid skills in network integration with database systems, desktop applications as well as experience in network security and firewall configuration. Additional skills and experiences include: Troubleshooting various Military applications and systems; Computer Hardware Fundamentals; Computer Network Administration; Project Research; Decision Making; Active Directory; Computer Security; Safety / Risk Assessment; Linux Network Administration; Administrating Windows 7; Network Infrastructure; Program Coordination; Problem Solving; Writing / Editing; Team Building.

Qualifications

Technical help desk experience
Project management
GUI and tools
Exceptional customer service
MS Office proficient

Accomplishments

Cleared for Position of Trust information based on a National Agency Credit with Law and Credit (NACLC) completed on (17 April 2014).

Work Experience

Inspiritec Customer Service Representative
January 2014 to Current

Provide support to the Defense Manpower Data Center (DMDC) customers having problems with different DMDC services.
These services include: DBIDS, APEQ, TASS, Enterprise email, Mil Connect, Rapids, DEERS, DS Logon account.
Additionally, I assist customers in unlocking their applications utilizing E2R2 and OAM.
Resolve and/or Escalate problems to Tier 2 level for immediate and further assistance.
Analyze, recommend, and instruct customers on system modifications that greatly reduce their problems.
Additionally, provided additional knowledge to customers on various keyboard shortcuts such as Alt+x to show internet options, Ctrl A highlight all, Ctrl C Copy, Ctrl P Paste, Ctrl H Replace.
Researched and resolved end user problems by utilizing the current ticketing system knowledge base or google unknown error codes.
Provide assistance to users having certificate problems with their CAC or PIV cards, by clearing history, ssl state and utilizing the FBCA Cross cert removal tool.
Assisted other co-workers in resolving problems that were first encountered that worked.
Extensive knowledge is all aspects of the Microsoft Office suite to include the latest 2013 version.
Consistently, review and correct any mistakes such as: spelling, grammer, punctuation, all tickets created by myself and sometimes my fellow co-workers to ensure tickets are accurate.

January 2013 to January 2014 Department of Veterans Affairs Work

Information Management Work-Study - Assisted the information management department of the VA in the troubleshooting of both Desk-top and laptop computers.
Identified numerous issues such as why a computer gets a blue screen, to why a computer could not be reimaged.
Conducted troubleshooting on computer hardware and software devices, Worked extensively with SCCM while reimaging over 30 computers to Windows 7; Closed worked together as a team with the Network Systems Analyst when a computer could not be reimaged due to system security, Utilized Unicast and Multicast to reimage those computers that could not be imaged by the service disk.
Created numerous Microsoft Infopath forms for the VA logistics department that were ultimately used within the Lexington, KY region of the Department of Veterans Affairs; Created a new and managed a sharepoint site for the logistics department that made it easier for all employees to access and fill out utilizing the email option.
Closed worked together as a team with other employees to identify their needs or requests on a new infopath forms.
Identified, Researched, and troubleshooting numerous problems with the new infopath forms.
Closely worked together as a team to identify all shortages of medical, office, and computer supplies within the logistics department.
Provided technical support to members of the logistics team such as email configuration, printer, and other computer related problems prior to sending a helpdesk ticket.

January 2012 to January 2012 Rondonia LLC

Systems Analysis - Assisted the IEECO (Industrial Electrical Equipment Company) as an independent contractor in the development and implementation of new systems within the company.
Researched and analyzed new systems such as telephones, printers, desktops, laptops, operating systems, and other peripheral devices and made product recommendations that would better fulfill the needs of the company.
Conducted project and risk management utilizing PMBOK and NIST (National Institute of Technology) guidelines, utilized Microsoft Project 2010 software to create such things as the project charter, work breakdown schedule, the project plan, and the scope of work.
Created and implemented 46 new IT policies within the company.
Due to limited funds the contract was not renewed.

Senior Human Resources Supervisor
January 2000 to January 2011 U.S. Army

Assisted the IT department in troubleshooting end user computer problems during his absence.
Administer Microsoft Windows domain using Active Directory and Group policy, Microsoft Windows Server 2003/2008 environment management and maintenance.
Reimaged network computers and reestablish connection for end users.
Implement administrative plans, policies, and procedures established by the Commander and higher authority.
Planned, prioritized and performed administrative and technical functions in a fast paced high stressed environment in support of the organization.
Successfully coordinated and setup an internet café for over 100 soldiers while ensuring all policies and network security were maintained.
Configured and managed AD, Exchange, DHCP (Dynamic Host Configuration Protocol), DNS (Doman Naming Service), WSUS (Windows Server Update Services), WDS (Windows Deployment Services), Antivirus and backup servers in a virtual corporate network environment.
Utilizing Virtual PC, Virtual box, and VM Ware version 3.15.1.
Created various databases, spreadsheets, and presentations utilizing Microsoft Access, Word, Excel, Power point and Outlook.
Managed an awards tracking system that resulted in over 200 awards being processed in less than a 24 hour period.
Created an evaluation database that ultimately reduced the number of late evaluations by 95% throughout the organization.
Setup and conducted evaluation boards, resulting in 98% of the being selected for promotion.
Managed annual medical events for 7 organizations; which resulted in more than a 70% decrease in medical actions.

Education and Training

Master's Degree : Information Technology, 1 2014 Sullivan University － Lexington, KY GPA: GPA: 3.75 Information Technology GPA: 3.75

Bachelor's Degree : Information Technology, 1 2012 Sullivan University － Lexington, KY Information Technology

Associates Degree : Information Technology, 1 2011 Sullivan University － Lexington, KY Information Technology

Interests

Assisted in the recovery of people stranded on rooftops during post Hurricane Katrina and Hurricane Rita, volunteered to distribute food and water to displaced families, assisted the local church in the coordination and distribution of clothing and household items to displaced families of Hurricane Katrina and Hurricane Rita. Volunteered and performed numerous hours assisting elder veterans with their health care needs to include transport to their appointments.

Languages

German Fluent / both written and verbal

Skills

Active Directory, administrative, AD, Analyst, Antivirus, backup, C, computer hardware, Network Systems, databases, database, desktops, DHCP, Dynamic Host Configuration Protocol, DNS, email, fast, forms, funds, German, keyboard, Languages, laptop computers, laptops, logistics, access, Microsoft Access, Excel, Exchange, Microsoft Office suite, office, Outlook, Power point, Microsoft Project, Windows 7, Microsoft Windows, Windows, 98, Word, Enterprise, network security, network, operating systems, policies, presentations, printer, printers, promotion, risk management, servers, spreadsheets, ssl, Systems Analysis, technical support, telephones, troubleshooting, VM, written

Additional Information

NOTABLES Civilian: Sullivan University Deans List - Awarded Five Times; Sullivan University Cum Laude List, Magna Cum Laude, Presidents Cup Military: Soldier of the Year - Awarded Three Times; Global War on Terrorism Service Medal; Humanitarian Service Medal; Southwest Asia Service Medal; Kuwait Liberation Medal; Armed Forces Service Medal; National Defense Service Medal Community Service Assisted in the recovery of people stranded on rooftops during post Hurricane Katrina and Hurricane Rita, volunteered to distribute food and water to displaced families, assisted the local church in the coordination and distribution of clothing and household items to displaced families of Hurricane Katrina and Hurricane Rita. Volunteered and performed numerous hours assisting elder veterans with their health care needs to include transport to their appointments.

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Inspiritec Customer Service Representative Resume Example

Resume Score: 90%