Joyce E. Pierce

**** ******* ****** *.*.

Washington. D.C. 20012

202-***-****

E-mail: acov61@r.postjobfree.com

Skill Overview

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

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

* *** corporate security officer experience

4 yrs help desk experience

10 yrs customer service

Work Experience

07/07 - present General Technician, United States Senate,

Washington D.C

Utilization of strong customer service and interpersonal relationship

skills are a must

Position demands timeline for task completion

Key security is maintained in order to preserve Senate staff's privacy

Maintains cleanliness of Senate and staff offices

8/05 - 03/07 Corporate Security Receptionist, Northwest Airlines Inc.,

Minneapolis, MN.

Served as an internal security check point at the Northwest Airlines

corporate HQ building in Minneapolis, MN.

Answered telephone calls and directed inquiries to appropriate personnel

Checked and verified employee identification

Escorted non cleared personnel or visitors to appropriate destination

Checked for and reported security violations

Handled heavy volume of incoming telephone calls in busy dispatch office

Checked & cleared names of passengers who appeared on the TSA no-fly list

Completed reports on incidents using computer system

Monitored closed circuit television

Performed duties of shift supervisors in their absence

Joyce E. Pierce (page 2)

8228 Eastern Avenue N.W.

Washington. D.C. 20012

202-***-****

E-mail: acov61@r.postjobfree.com

10/95 - 8/05 Reservations Sales Agent, Northwest Airlines Inc.,

Washington D.C.

Handled all passenger calls for booking reservations

Answered questions regarding schedules and fares

Sold air space and recorded transactions by reserving the desired space on

the computer agent set

Served the customer by giving accurate information in a efficient,

courteous manner

11/89 - 08/94 Help Desk Coordinator, Bureau of National Affairs,

Washington, D.C.

Served as the Help Desk point of contact to assist users with application,

hardware, software and network questions

Provided support to customers in-person and via telephone

Identified, evaluated and prioritized customer problems and services

Utilized all technical resources and solved customer problems

Directed unresolved calls to appropriate support staff

Maintained accurate records and call logs for management reporting

05/86 - 11/89 Secretary/Receptionist, Bureau of National Affairs,

Washington, D.C.

Provided clerical support and departmental telephone coverage for over 30

staff in the Information System Development Dept.

10/84 - 04/86 Secretary, Office of Personnel Management,

Washington, D.C.

Provided telephone coverage and secretarial support for the Staffing

Department.

Part-Time Employment

1984 - 1997 Usher, Kennedy Center for the Performing Arts, Washington,

D.C.

Utilized excellent communication, interfacing, and mediating skill-sets

when interacting with the public, staff, visitors

Greeted guests as they enter Theater

Verified & checked tickets

Responded to guest complaints

Education and Training

Diploma, Prince George High School, Virginia

Computer Skills

Windows 2000, Windows XP, Microsoft Word, Word Perfect

Outlook, Excel, Email

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