Aleta White

**** ******** ***** # *** ********* MD 21703 240-***-**** t1npak@r.postjobfree.com

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Human Resources:

I am a highly motivated IT Professional pursuing a rewarding opportunity where my proven technical support and customer service skills can be optimized while contributing to your organization.

With a background of over 15 years of Information Technology and Client Service experience, I enjoy the many challenges of technical solutions while providing the ultimate value of superior service. I have the unique ability to be versatile, accommodating, and have an endless aptitude for knowledge. My professional experience includes delivering service to end users with account management & access, functional support with software applications. and instructional support with financial applications.

I look forward to meeting with you for an interview to discuss my candidacy as my skills and qualifications not only meet your requirements but will exceed your expectations.

Sincerely,

Aleta T. White

Aleta White

6947 HATFIELD COURT # 103 FREDERICK MD 21703 240-***-**** t1npak@r.postjobfree.com

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HELP DESK SPECIALIST FUNCTIONAL ANALYST

Goal: To bring exemplary service value while fortifying technical skills

Ms White is an accomplished IT Support professional with more than 15 years of exceptional customer service in the information technology field. Delivers high level Application Support, Software Functions, and End User Access Support to thousands of users worldwide, earning a solid reputation for productivity, complex problem resolution and professionalism. Served as expertise & knowledge base to a mixed skill set audience, offering training & support of various applications, functions, and technologies. Proven to be a great asset to the customers that she services.

SUMMARY OF QUALIFICATIONS & STRENGTHS

• Recognized as consistently resolving highest volume of service requests.

• Extensive experience working with and communicating effectively with technical and non technical customers.

• Extensive knowledge of network technology and communication systems

• Highly motivated to learn and broaden knowledge.

• Received numerous customer appreciation commendations.

• Excellent organizational skills which provide the ability to manage multiple projects simultaneously

• Demonstrated ability to quickly learn a technical product or service

• Ability to adapt to a rapidly changing industry and work environment.

• Knowledge of e-commerce tools, computer system capabilities, & business processes.

PROFESSIONAL EXPERIENCE

HELP DESK SPECIALIST/FUNCTIONAL SUPPORT ANALYST

WLYE Information Systems, LLC , Germantown, Maryland,

January 2010 – January 2012

• Federal Government Contractor with Position of Trust Clearance

• Communicated with end-users on securities, policies, and procedures on their access and privileges including passwords

• Provided first level technical support to government users for troubleshooting problems and errors.

• Dramatically reduced wait time for application lock outs & password resets

• Grant access & support connectivity to DataWarehouse

• Assist end-users with using and understanding the various financial systems to enter required fields in the interface

• Responded quickly, receive calls and give solution to application issues and errors.

• Use analytical expertise to resolve issues surrounding installation, usage, and training on software and/or hardware products.

• Serve as the point of contact for all inquiries regarding processes and protocol.

• Documented problems and resolutions using an internal ticket tracking solution program.

• Identify developing trends and critical issues that could impact CBS production operations

• Conducts analysis of application and/or end user problem and maintains user accounts.

• Provision user access and accounts while adhering to security policies.

• Perform specific DBA functions required for account management, including password resets.

• Adhere to security regulations including reporting and tracking security violations.

• Participate in annual audit of accounts.

• Provide training to users by phone, electronically and classroom.

• Receive, record and process software release and updates for the Software Development Life Cycle for Configuration Management and assist with the testing, training, and release to production.

• Acted as Group Administer for Travel Manager software establishing access levels, adding and removing travelers, determining eligibility, group participation, and roles within hierarchy of program

• Provided after hours support for Help Desk end users during year end.

• Document, track/ record problems, fixes, workarounds, and concerns, in the HEAT tracking system.

• Assist new users with electronic signatures validating travel expenses for reimbursements.

• Run Crystal Reports on open tickets in HEAT

CUSTOMER SERVICE & SALES,

Cruise Travel, Washington, DC,

November 2001 – April 2006.

• Mastered high volume of incoming calls in a call center environment.

• Qualified customer based on inquiry skills and market.

• Provided user support on web booking software.

• Fulfilled customer inquiries and made necessary adjustments to their accounts as requested.

• Verified account details and performed up sales.

• Acted as liaison between client and various vendors.

• Computed payments or credits and standards.

• Acquired processed payments.

• Provided documentation support.

• Formulated strong product knowledge and industry high level proficiency in CRM systems, SABRE, Galileo and the relevant computer applications

• Established relationship and product knowledge with multiple vendors

• Provided upsales for additional services and upgrades.

CARRIER/WHOLESALE SALES & CORPORATE ACCOUNT EXECITIVE

RCN Communications, Vienna, Virginia

September 1997 – October 2001

• Promoted within organization to gain expertise in various technologies and product roll out.

• Attended all product training programs including extensive sales training program.

• Executed wholesale, commercial, and residential sales of Internet Technologies Services.

• Established customer based for repeat services.

• Sold technical products such as high speed internet connections, DS3, colocation, voice, web hosting, frame relay, dial up, dsl, electronical mail

• Acquired & Demonstrated vast product knowledge and understanding of internet technologies including its capabilities and technical requirements.

• Qualified prospective client by accessing needs and abilities and network capabilities.

• Updated customer database software for tracking purposes and identification..

• Effective sales and ability to recognize opportunities while maintaining long term customer relationship.

• Realized above quota level of product solution sales and contract service with effectively demonstrating the value and merit

• Received numerous annual and quarterly sales recognition awards for exceeding sales quota..

ACCOUNT MANAGEMENT

National Electrical Benefit Fund, Rockville, Maryland

September 1989 – September 1997

• Provisioned pension benefits and eligibility administered requirements of Fund Plan

• Determined eligibility status and computed benefits options and amounts

• Created correspondence of such details.

• Responded to incoming calls and requests with professionalism and timely matter.

• Reviewed application and documentation for accuracy of plan requirements.

• Computer entry of data. Responded to all written requests regarding eligibility, status, and work history.

• Mathematical calculations of benefits for periods of service and rate application for years of service while identifying exceptions or loss as determined by benefit plan.

• Position required extensive research of work history and benefit rules and legal administration. Issue tax documentation for pension benefits.

• Knowledgeable of pension benefits and federal regulations and tax reporting

• Effective oral and written communications

Education

Montgomery College of Maryland

Business Curriculum

Salisbury State College

Business Curriculum

Certifications

ITIL V3 Foundations

Datacomm Fundamentals

Internet/Intranet Technologies

Telecommunications Technologies

Business Communications: Systems

& Services

Beginning, Intermediate & Advanced HTML

DSL Training

Netopia Router Training

Achievements & Awards

1998 RCN Sales Leadership Cruise

1999 RCN Top Sales Associate Award

RCN Commercial Incentive 2nd Quarter 1999

RCN Commercial Incentive 3rd Quarter 1999

1999 RCN Sales Leadership Awards

Computer Skills & Experience: Microsoft Excel, Access, Word, Publisher, Powerpoint, Outlook, Windows, Wordperfect, HTML, Dreamweaver, Adobe, Oracle Identity & Access, Active Directory, Sharepoint, Windows, Telecommunication Technologies, Web Based Technologies, DSL & Router Training, Anti-Virus Software, Lotus Notes, Typing 65 wpm

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