Administrative Assistant Customer Service
Resume:
Kathleen J. Martin
Gahanna, Ohio 43230
QUALIFICATIONS
. 23 years as an Intelligence Analyst.
- Information analysis, report writing and presentation skills across
a diverse spectrum.
1. Strong problem solving and interpersonal skills.
2. Highly detail oriented and strong organizational skills.
3. Extensive management and supervisory skills.
4. Extensive Information Systems/Information Technology experience.
5. Former Top Secret/SCI security clearance.
6. Customer Service and administrative skills.
7. Credit Committee agent for a credit union.
8. Vast database experience
EXPERIENCE - RETAIL
. DRC elementary level scorer for grade school essays.
. Randstad elementary level scorer for grade school essays for Harcourt.
. Pearson Education Measurement scorer for grade school math papers.
. Macy's Central Support Staff member. Performed multiple tasks in
needed areas of the store including the warehouse.
1. Merck-Medco. Worked directly with consumers to secure payment,
insurance information or other details regarding medical bills.
. Ethan Allen. Built rapport over the telephone and presented
information in a professional and accurate manner.
. Ensured all company and customer work standards and performance
criteria to meet our goals were expeditiously satisfied. Duties
included taking inbound/placing outbound calls to resolve/diffuse
customer concerns/complaints and billing/insurance issues. Exercised
tact and sound judgment in resolving disputes and obtained voluntary
cooperation from clients. Work was performed within clearly defined
corporation's areas of regulations and procedures.
. Trained personnel on mainframe, client/server, and WWW systems
applications.
9. Provided administrative support.
MILITARY AND GOVERNMENT EXPERIENCE
10. Represented and presided as subject matter expert (SME) in meetings
with senior military and federal agency officials to include the FBI,
NSA, CIA, Department of State, and Defense Intelligence Agency (DIA).
11. Formulated and implemented a $2.M (two million dollar) budget to train
and support DoD and federal government agencies worldwide.
12. Initiated and established language training plans and programs in
newly created position.
13. Managed evaluation, acquisition, and distribution of computer based
training .
. Instructed Intelligence Data Handling System (IDHS) mainframe-based,
Unix-based and microcomputer courses.
14. Analyzed requirements and chose software applications to be taught to
students.
15. Researched, compiled, edited and presented courseware materials.
16. Performed Program Manager functions.
17. Managed training team support to military units deploying to various
world-wide locations.
. Generated and disseminated reports through use of mainframe and
microcomputers.
18. Reviewed, evaluated, edited, compiled and presented computer derived
Intelligence information to the staff.
. Created innovative queries, reviewed and validated information through
use of mainframe and microcomputer applications.
19. Trained personnel and provided oversight of analytical and data entry
procedures on IBM mainframe and UNIX based operating systems.
. Conducted detailed computer analysis to support the nation's strategic
nuclear war plan.
20. Served as the chief trainer on the computer based analytical tools
used to measure plan effectiveness.
21. Accomplished in all database maintenance and computer query
construction for plan analysis.
RELATED INFORMATION SYSTEMS TRAINING/EXPERIENCE
22. Asterix and Applixware suites: Graphics, Mail, Spreadsheets, Word
23. Windows '95, '98, 2000,2003,2007,NT,XP & Outlook
24. Microsoft Office suites: Access, Excel, PowerPoint, Project and Word
25. Automated Message Handling System (AMHS)
26. Communications utilities to include Alert, XFTP, Jvox, Chatter and
Collage
27. Information Systems Programming Functions (ISPF)
28. Intelink, Internet Explorer, Netscape, Netcenter,Mosaic, Firefox
29. Intelligence Data Handling System (IDHS)
30. Job Control Language (JCL)
31. NPIC Data System (NDS)
32. Paragon Electronic Light Table 2000 (ELT 2000) scanning and imaging
system
33. Requirements Management Systems (RMS)
34. Introduction to UNIX Programming
35. Management, Leadership, and Instructor certification training
EMPLOYMENT HISTORY
2007 - 2008 Test Scorer
Randstad, Pearson Education
Measurement, DRC, A.I.R.
2004 - 2006 Support Specialist Macy's Central
2001 - 2002 Administrative Assistant Merck-Medco
2002 - 2002 Administrative Assistant
Paragon Management
1999 - 2000 Systems Administrator Ethan Allen Home
Interiors
1976 - 1999 Intelligence Operations U.S. Air
Force
EDUCATION
Medical Assistant Everest Institute
M.I.S., Computer Systems Support University of Phoenix
B.G.S., Foreign Language University of Nebraska at
Omaha
A.A.S., Imagery and Intelligence Analysis Community College of the
Air Force
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