Mary E. Tyson

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

Montgomery, Alabama 36116

Phone 334-***-****

Email: ay0oin@r.postjobfree.com

Summary of Qualifications and Certifications:

• 13 years in Call Center Environment (1999-2012)

• 5 years Support Analyst for Air Force Systems (2007-2012)

• 10 years in Corporate Human Resources Environment (1995-2005)

• COMPTIA® Security+ Certification

• Security Clearance – Secret

• Excellent and proficient communication skills (in person, and via telephone)

• Facilitating, Training and Presentation skills

Education:

Troy State University, Montgomery, Alabama

Master of Science, Human Resources Management

Master of Science, Substance Abuse Counseling, Pending

Auburn University, Montgomery, Alabama

Bachelor of Science, Business Administration

Work Experience:

Smartronix, Inc., Maxwell-Gunter Air Force Base, Montgomery, Alabama

Help Desk Manager, 09/08 to 1/6/12

Served as Tier 2 Helpdesk Manager for Air Force Directory Services (AFDS) Program Manager Office

Essential job duties:

• Managed and distributed incident tickets up to 12 system analysts

• Troubleshoot and resolved incident tickets using databases specifically designed for AFDS

• Annotated the progress and resolution of the incident tickets in the Air Force Network Operations (AFNETOPS) Remedy System and BMC Remedy System

• Weekly and monthly reports to management

• Provided pertinent information to management on streamlining and other recommended solutions for troubleshooting AFDS issues

CACI, International, Inc., Maxwell-Gunter Air Force Base, Montgomery, Alabama

Help Desk Specialist I, 01/07 to 08/08

Help Desk Coordinator III, 06/05 to 12/06

Served as Functional Analyst at the 754th Electronic Systems Group - Combat Support System Help Desk/Field Assistance Service (FAS)

Essential job duties:

• Help Desk Analyst for issues relating to Air Force systems such as Air Force Portal, AFWAY, TAS, OARS, eMTS, FACIT, FITSOFT, SFMIS, VIC, MPS, and several Micro Computer and browser based Combat Support Information Systems (CSIS)

• Troubleshoot and resolved problem tickets using databases specifically designed for each system

• Annotated the progress and resolution of the problem tickets in the Air Force Network Operations (AFNETOPS) Remedy System and BMC Remedy System

• Supported all Air Force Bases, Air Force Reserve, and Air National Guard Units Worldwide and the Department of Defense (DoD)

• Worked closely with a Senior level Functional Analyst in the diagnosis and resolutions of Combat Support Information Systems (CSIS) problems

• Maintained and updated System Advisory Notices (SANs)

• Accomplishments/Awards: CACI Star Performer and CACI Encore Achievers Club

Regions Financial Corporation, 60 Commerce Street, Montgomery, Alabama (06/95-03/05)

Senior HR Solutions Representative/HR Call Center Representative II, 01/02 to 03/05

HR Call Center Representative I/II, 07/99 to 12/01

HR Assistant, 07/98 to 06/99

Personnel Clerk, 06/95 to 07/98

Served in several Human Resources disciplines that allowed me to support and resolve issues pertaining to staffing, recruiting and placement of non-exempt and exempt employees to include job fairs, new hire processing, pre/post screening, new employee orientation, payroll, health benefits, 401K/Profiting Sharing Plan, COBRA, Flexible Spending Accounts, Drug Plan, Life and Disability insurance, Training Reimbursement Program, Leave of Absence, and Retirement

Essential job duties:

• Staffing , recruiting and placement of non-exempt and exempt salaried employees

• Processed new hire paperwork, payroll maintenance (transfers, salary increases, promotions, and terminations)

• Prescreening responsibilities such as job reference checks, credit checks and fingerprinting

• Facilitated New Employee Orientation

• Reviewed maintenance and/or made request changes for employees, as well as, retirees’ for benefit (life and disability insurance, medical/dental/prescription insurance, 401k/Profit Sharing, Employee Stock Purchase Plan, Employee Stock Ownership Plan, training reimbursement, workers compensation, out processing) and payroll

• Administered the Tuition Aid and Leave of Absence program for the local and corporate employees

• Documented information via HR Remedy system for the purpose of tracking customer issues

• Assisted the Employee/Employer Relations Manager with all projects

Computer Skills:

Applications: Microsoft Office, Excel, Outlook, PowerPoint, PeopleSoft, Internet Explorer, Enterprise Interaction Center (EIC), Avaya IP Agent System, BMC Remedy System 7.1, AFNETOP Remedy Systems, Tivoli Access Manager v. 4.1, Oracle databases, SharePoint, Remote Connection to Air Force Directory Services Servers

Operating Systems: Windows XP/Professional, Windows Vista, Windows 7 Enterprise, Windows Server 2003

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