**** * ******* ******

St 231-***-****

Rothbury, MI Phone

***** 231-***-****

E-mail

acfn3k@r.postjobfree.com

m

Shellie S Bracisiewicz

Skills

Extensive Administrative Skills

Task Oriented

Interact well with clients

Excellent oral and written communication

Work well with peers

Knowledge of life cycle analysis

Technical knowledge of Windows operating systems

NT, 2K, XP, Linux

Proficient with MS Visio, MS Office Suite 2000, XP

MS Exchange Server

Knowledge Apache, Perl, HTML, IIS

Tier II Help Desk Support

Education with Cisco Routing and Switching

Education

2000-2002 Coastal Carolina Community College

Jacksonville, NC

AAS Network Administration and Support

Phi Theta Kappa Alumnus, GPA 3.9

Nominated and awarded for the National Dean's List

2001-2002

Dell Certification

**Inactive Secret Security Clearance**

Professional

experience

October 2009- April 2010 Verizon

Norfolk, NC Customer Service

Representative (Contract Position)

Provided helpdesk support to Verizon clients by

providing information about DSL and home

networking, upselling services, and opened new

accounts, setting install appts, correct billing

issues, Rerouting calls to tier 3 technical

support, tracked ordered products through UPS,

handled any issues with lost packages with UPS and

customer. Evaluated daily on performance.

February 2009-September 2009 PRC

Jacksonville, NC Customer

Service Representative (Contract Position)

Provided helpdesk support to DirecTv clients by

providing information and sales on satellite

television to include opening new accounts, setting

install appts, bundling internet and phone

services. Evaluated daily on performance.

May 2008-August 2008 American Express

Jacksonville, NC

Customer Service Representative (Contract Position)

Provided helpdesk support to VIP American Express

clients by providing information and client

education on travel, points spending for retail

redemption, reservations for world wide travel and

hotels stays. Worked with a team of up to 40 per

day. Evaluated daily on performance and expedient

resolutions to reduce call volume.

August 2007 - November 2007 Convergys

Jacksonville, NC

DSL Technical Support (Contract Position)

Experience in Resolving DSL Connectivity issues to

include password resets and mailbox account

maintenance. Assisted AT&T clients with DSL install

service, support and educated customers on AT&T

products as well as PC usage. Configured VOIP, and

PPoE, home networks, and assisted in virus removal.

May 2003 - September 2004 NMCI

Camp Lejeune, NC

Senior Customer Service Representative

Supervised a team of 16 computer field technicians

to support government computers, peripherals and

networks. Proficient in resolving account

management issues within a government intranet.

Coordinated with subcontractors to resolve

government/client connectivity issues. Attended and

supervised weekly meetings for resolutions on

technical issues.

Led special team projects on IAVA updates and

virus removal on more than 500 pc's in each

instance. Provided after-hours support on rotating

schedule.

December 2002 - May 2003 Dell/ESI

Camp Lejeune, NC

Administrative Assistant

Assisted the Project Manager with the deployment of

100 computer seats per day. Coordinated with client

to instrument deployment procedures. Maintained

labor tracking, employee productivity and

statistics on each employee. Interviewed "New

Hires" and reported potential employees directly to

the Project Manager. Provided daily reports on

productivity and potential deployment issues.

Administered technical support to include setting

up new computers, data migration, and customer

satisfaction. Led periodic inventory of all

equipment as needed.

July 1996 - May 2000 Telemarketing Concepts

Jacksonville, NC

Tele-Representative

Conducted and complied surveys for various clients

for Marketing Goals per site locations. Coordinated

with the Teams on implementing sales Techniques and

tested them to ensure quality. Sold products for

Multi-Marketing Corporations. Achieved 100% of

sales goals based on weekly statistics.

References

Bryan Hoffman

VTC Coordinator/ L-3 NSS/ Camp Lejeune NC

Cell: 910-***-****

acfn3k@r.postjobfree.com

Eric Smith

Site Project Manager/ NMCI/ Camp Lejeune NC

910-***-****

Kim Shugart

Lead Systems Support Specialist/ Dept of

Navy/Corpus Christi, Tx

Cell: 910-***-****

acfn3k@r.postjobfree.com

Contact this candidate