Customer Service Manager
Resume:
Detra N. Littles
Washington, DC **020
Hm. 202-***-****
Cell 202-***-****
OBJECTIVE
To obtain a position as a Desktop Support/Blackberry Technician so I can utilize my skills to
continue my Blackberry Training, Server Administration, Desktop Support and Excellent
Customer Service.
SKILL SUMMARY
• Disciplined, well-organized IT professional, adept at problem solving and quickly
learning new tasks
• Over 12 years of Microsoft Exchange Server Administrator
• Detailed tracking and reconciliation of technical and financial data
• Imaged Desktop/Laptops
• Print-and-web-base training with user documentation
• Configured Desktop technical issues to include account administration, software
installations and hardware configurations
• Blackberry activations/troubleshooting of all model devices
• Knowledge of Blackberry Data/Features/Plans
• Knowledge of Verizon My Business Account
• Maintain Wireless Request Portal for Blackberries
• Replaced Network/Local printer Tone cartridges
• Blackberry Enterprise Server Software Version 5.5 Essential
• Blackberry Tips and Tricks training class
• Experienced with working in a team environment
• Certified Help Desk 2000 Professional Workstation/Server
• A+Core
• Network + w/TCP/IP
• Excellent Customer Service Experience
• Ability to work with minimal supervision as well as with diverse groups of employees
at all levels
• Microsoft Office Professional Plus 2010
OPERATING SYSTEMS/PROTOCOLS
MS-DOS, Windows 3x/9x, Novell NetWare, Windows Networking, Windows NT 2000, Windows
NT4.0, Windows 2003, XP, Vista, TCP/IP, IPX/SPX, NetBEUI, Apple Talk, HTTP, SMTP, DNS,
FTP, WINS, DHCP, WI-FI
HARDWARE
All models of Blackberries ATT 9000, 8900, 9700, 9360, Verizon 8330 World Addition, 9630
Tour, 9650 Bold, 9930 Torch, 9900 T-Mobile, Sprint/Nextel and varieties models of Cell Phones
Verizon/Sprint, Broadband Cards
SOFTWARE
Blackberry Enterprise Server 4.12.25/ 4.1.6.14/5.01 and 5.5, Exchange 3.3, 5.5, Microsoft Office
Suite 97, 2000, 2003, 2007, 2010, Microsoft Office OneNote 2007, GroupWise, Lotus Notes,
Adobe Acrobat 9 Pro, Adobe Photoshop, Remote Desktop Authority, Remote Desktop
Management, PCanywhere, Windows XP Terminal Server, Symantec, Windows NetMeeting 3.01,
Microsoft Management Console 2.0 version 5.1, Remedy, Support Magic, McAfee Ticket System,
Heat, BMC, Track-IT, Blackberry Desktop Manager, and PKI
Blackberry/Desktop Refresh Team
June 2012 – October 2012 – Short term assignment
International Monetary Fund/Work Bank
• Provided telephone/email support to 10,000 + end user population at the International
Monetary Fund (IMF) on a variety of Blackberry/Desktop technical issues to include account
administration, software installations and hardware configurations
•
• Monitored Blackberry mailbox for new incoming request
• Monitored Remedy ticket system for new incoming Blackberry request, break fix and
incidents
• Tracked the status of Desktop/Blackberry problem resolution in Remedy database
• Follow-up with staff members to ensure satisfactory outcome and escalation to higher levels
of support if needed
• Responsible for setting up and networking computer labs for imaging of desktop/laptop
computers
• Taught customers to use International Monetary Fund tools and information infrastructure
effectively
• Demonstrated technical and professional judgment in assessing problem severity and
assigning priority in a high-pressure environment
• Responsible for upgrading Blackberries from 9700 to T-Mobile Torch 9810 or Bold 9900
• Responsible for backing-up and restoring Blackberries to new devices/upgrades
• Administer and monitor Blackberries and associated third party applications
• Responsible for configuring, provisioning, and troubleshooting of all types of Blackberry
devices
• Analyzed and troubleshoot problems that may be affecting the Blackberry device email
accounts, user account, or service provider voice/data services at the user or enterprise level
• Prompt, professional, empathetic support to Duty Director’s, and Chief Executives for
Desktop/Blackberry related issues
• Worked closely with Systems Engineers to ensure system incidents are properly recorded and
resolved in a timely manner
Blackberry Wireless Support Specialist
August 2011- May 2012
Serco, Inc., Harrison, VA – Contracted to United Immigration Services (USCIS)
Department Homeland Security (DHS)
• Provided telephone/email support to 5,000 + United States Immigration (USCIS) end
users to provision and configuring Blackberry related issues. Troubleshoot
hardware/software problems including synchronization and email reconciliation along
with Cellular Phones and Wireless Broadband Cards
• Monitored USCIS/DHS Wireless Service Mailbox/Remedy BMC Tracking System for new
incoming Blackberry request/break fix and prioritizing workload
• Responsible for Vice President, Chief Field Officers, Duty Directors and Senior
Management of Blackberry escalations in a timely manner
• Monitored wireless service accounts for anomalies that indicated fraud, waste, or abuse
• Participated in wireless team meetings once a week to improve USCIS/DHS Blackberry
process and procedures
• Updated wireless database for tracking of Blackberries, Broadband Cards and Cell
Phone accountability for all active wireless devices being used by a USCIS employee or
contractor for government use
• Assisted with authorized order placer to open request in Service Request Module (SRM)
of Remedy for new Blackberries/Plans and added features
• Provided Blackberry Server Administration adding/deleting, password reset, IT policies
and disabling accounts on Blackberry Enterprise Server (BES) wiping of lost/stolen
devices
• Managed software configurations for Blackberry devices
• Responsible for shipping/receiving of all Blackberries using UPS Ship Manager
• Provided prompt courteous service to end user when reloading Blackberry Operating
System (OS) with JVM errors
• Provided PowerPoint presentation on “How to better manage our International
Blackberry data plans
• Updated end users and support staff regarding Blackberry latest and greatest as well as
end of life devices. Maintain good working relationships with Blackberry end users,
support group, and vendors
• Participated in weekly USCIS/DHS Blackberry wireless program discussion on-
line conference call to improve process and procedures. Provided weekly/monthly
status report
Desktop/Blackberry Refresh Specialist
February 2011 – August 2011
Lockheed Martin Contracted to Health Human Services (HHS)
• Provided telephone/email support to 2,500 users on a variety of Blackberry/Desktop
issues to include Blackberry Server Administration adding/deleting, password reset,
disabled device if lost
• Support consisted of ghosting pc’s and laptops, creating and setting up domain and
exchange accounts, and opening and closing work orders in Remedy as needed
• Prepared, activated, and installed a variety of Verizon, ATT and Sprint Blackberries for
end users
• Monitored Wireless Blackberry Queue and Wireless Mailbox for new request/break fix
• Installed and upgraded operating system software and applications to accommodate
specific grade level curricula in computer labs and in class rooms
• Responsible for troubleshooting of any network issues with computers, printers
• Responsible for porting/swapping of existing Blackberry numbers from business account
to personal accounts completed all required paperwork
• Responsible for the sanitized of all returned Blackberries to Blackberry support
• Responsible for account creations, and mailboxes, backup and restore on Exchange
Server 5.5.
• Used ITIL best practices follow-up with user to ensure customer satisfaction resolving
problems on first/second levels
• Worked with Asset Management to keep track of inventory of all Blackberry devices
• Responsible for configuring International/Data Plans for Blackberry frequent travelers
• Provided one-on-one Blackberry training for new users
• Follow-up with customers to ensure excellence customer service when resolving
Helpdesk request
• Activated, configured a variety of Cell Phones, Broadband Cards and Bluetooth.
Coordinated with users drop off and pickups of new Blackberry devices
• Participated in team weekly Desktop/Blackberry discussions related to Desktop and
Blackberry new projects and upgrades
Blackberry Wireless Support Specialist
August 2009 – February 2011
Centuria Corporation, Reston VA – Contracted to Veterans Affairs
• Provided telephone/email Blackberry support to 5,000+Veterans Affairs users on
a variety of blackberry technical issues to include troubleshooting of all software
installations, hardware configurations and applications related to blackberries on the
Blackberry Enterprise Server (BES)
• Responsible for monitoring both VACO Mailboxes/Wireless Request/Blackberry
Support queue.
• Prepared, activated, installed and delivered Blackberry\Pocket PC\IPhone for
Vice President’s, Duty Directors and Senior Management for Blackberry escalations.
• Responsible for shipping/receiving of all blackberry devices on-line using
FedEx/UPS Ship Manager
• Coordinate with clients to insure prompt delivery of blackberry devices.
• Inventory devices using IPM.
• Evaluate, select, and installed utilities and manage updates to Research in
Motion (RIM) Blackberry Enterprise Server (BES.
• Responsible for monitoring BMC tracking queue for all helpdesk tickets and
maintained my personal queue
• Provided Blackberry Server Administration adding/deleting, policies, password
reset, assigned groups and disabled device if lost or left VA
• Provided weekend on-call service to ensure critical wireless services were
available 24x7
• Responsible for upgrading Desktop Manager Software on all computers/laptops
• Responsible for the installation/configuring of S\MIME for encryptions software
on desktop computers/blackberry devices
• Responsible for completing paperwork for lost blackberries along with providing
replacement device with existing phone numbe.
• Responsible for Porting/Swapping of existing numbers from one carrier to
anothe.
• Provided one-on-one remote desktop connections using NetMeeting to fix
Desktop Manager Software or Encryptions problems
• Provide one-on-one Blackberry training at the request of customers “Blackberry
Tips and Tricks”
• Sanitized old blackberry devices and prepare them for disposal
• Use ITIL best practices follow-up with user to ensure customer
satisfaction resolving problems on first/second levels
• Tracking and maintaining hardware/software inventory as well as
replacing faulty parts and order of new equipment
• Diagnose, repaired/installed various trackball/keyboards on variety of
Blackberry devices.
• Responsible for tracking and life cycle of a blackberry device.
• Maintain a positive working relationship with all levels of management
staff members, and customers at Veterans Affairs (VA)
Senior System Desktop Support/Wireless Telecom Specialist
September 2008 – August 2009
TEKSystem Contacted to Architect of the Capitol on Capitol Hill
• Provided telephone/email support to 2,500 AOC Capitol Hill users on a
variety of technical issues to include account administration, data security, and IT
policies enforcement, software installations hardware configurations.
• Provided Q&A sessions related to the use of PC hardware, operating
system and desktop environment
• Followed-up with user to ensure customer satisfaction first/second level
Tier II
• Triaged escalating problems as appropriate following Helpdesk
process/procedures
• Utilized Active Directory to perform account administration password
changes, group changes
• Utilized software tools remote desktop authority to fix and configured
problems remotely
• Provided account creation for new regular/Avue employees and rules of
behavior/disclosure agreements and accounts mirror with memberships and
distribution list
• Diagnosed, repair and installed various types of RAM, modems and
printers that includes ordering of parts replacement of fuser assemblies and
removing printers jams/maintenance kits
• Installed network images on desktop/laptops using ghost for deployment
with AOC standards
• Installed all windows updates/service pack
• Responsible for ordering/configuring of all AOC blackberries to sync with
GroupWise/Outlook 2007
• Responsible ISAT security on-line training for all AOC employees
• Responsible for activations/configuring of all AOC Capitol Hill
blackberries and escalations
• Provided documentation for end user and helpdesk technician on
SharePoint
• Migrated AOC from GroupWise mail system to Outlook 2007
• Provided one-on-one Blackberry Training at the request of the AOC
employee/customers
• Responsible for approval process of all blackberries in the Heat
assignment
• Responsible for maintaining the Blackberry tickets in Heat queue
• Responsible for writing of instructions on “How to Install Blackberry
Desktop Software”
• Responsible for activation of all Verizon, Sprint and Nextel Blackberries
• Responsible for shipping/receiving of all blackberry devices for pickup for
all AOC blackberries
• Maintain a positive working relationship with team/management and
customer
Wireless Telecom Specialist
October 2006 - August 2008
MedImmune, Inc., Gaitherburg, MD – Contracted to IBM
• Provided phone and email support to over 2,000 Blackberry end users in
Corporate and Sales offices in the United States and Europe
• Handled all on-line ordering of Blackberries, accessories, all service plans, and
features on Sprint/Nextel, Cingular/AT&T and Verizon devices on web portal
• Responsible for the documentation of drafting and for updating MedImmune’s
Intranet site with Blackberry User Information “including Order Forms. Kept staff
abreast of all new and upcoming Blackberry devices
• Provided monthly Blackberry training sessions for MedImmune employees on
“Tips and Tricks” for Blackberry devices
• Provided monthly Blackberry training sessions for MedImmune employees on
“Use of a Blackberry”
• Responsible for all account maintenance and administration, which included
adding/deleting of accounts on the blackberry Manager 4.1 Enterprise Server
• Assisted in transferring all personal accounts over to the MedImmune business
accounting office, completing flagging enrollment forms
• Assisted with the approval process of all blackberry request and monitor
incoming/outgoing traffic on Blackberry mailbox in Microsoft Outlook
• Responsible for maintaining the Blackberry queue in the Mange Now Database
• Assisted in writing technical specifications on step-by-step instructions on
blackberry policies and procedures
• Responsible for the ordering and activation of all air cards for Verizon,
Sprint/Nextel and Cingular
• Assisted in keeping inventory of all Blackberry working and broken equipment.
• Responsible for the shipping and receiving of all blackberry devices in
MedImmune, Inc
• Traveled annually to Regional Sales meetings to troubleshoot configure and
upgrade blackberry devices for Sales users from all over the world
• Assisted with improvements to reduce telecommunications cost for MedImmune
• Responsible for shipping/receiving of all blackberry devices to MedImmune, Inc.
• Traveled annually to Regional Sales meetings to troubleshoot configure and
upgrade blackberry devices for Sales users from all other the world
EDUCATION SUMMARY
HOMELAND SECURITY
• Computer Security Awareness Training (CSAT Jan. 2012
SERCO, INC
• Certificate of Completion for Global Records and Information Management course Legal
Compliance and Ethics Center Jan. 2012
VETERANS AFFAIRS
• Blackberry Enterprise Server Software Version 5.0.1. Essential Jan. 2011
THE ARCHITECT OF THE CAPITOL
• Certificate of Excellence June 2009
• Microsoft Outlook Deployment to AOC Capitol Hill
RENAISSANCE TECHNOLOGY Sept. 2000
• Windows NT 2000 Training
• Microsoft Certified Systems Administrator
• Windows 2000 Workstation
• Windows 2000 Server
• A+ Certification
USDA GRADUATE SCHOOL Oct. 1999
• Support Windows 2000
UNIVERSITY OF DISTRICT OF COLUMBIA Sept. 1984 to June 1987
• Associates Computer Science
WAVE TECHNOLOGY/INTRODUCTION TO PC HARDWARE Sept. 1984
• Introduction PC/Hardware Certificate
BACKROUND CLEARANCE
NACI
ENTRY
REFERENCES
Allen Barth
Program Manager
International Monetary Fund/World Bank
Bernie Newman
Program Manager
Health Human Services
Tim Green
Chief Executive Officer
Centuria Corporation/Veterans Affairs
Rick Spivey
Program Manager
MedImmune, Inc.
Robert Overbay
Attorney Office of Procurement
Veterans Affairs Central Office
Reference for Ms. Detra Littles
Ms. Detra Littles was a significant member of the contracted staff for our Mobile
Services team that provides support for Wireless/Blackberry services in Veterans
Affairs Central Office (VACO).
In this support role, Ms. Littles assisted the team in supporting 5,000+ VACO
wireless customers. The VACO customers included among others, VA principal
executives and senior managers. Providing support to VA’s most senior staff
requires professionalism, quality technical skills, diplomacy and ability to work
under high pressure situations.
It is evident by the various customer compliments we received that Ms. Little’s
was able to meet these goals by setting a high value on providing quality
customer service.
Customer comments included: “A wonderful person with great technical skills;”
“She enjoys her job by being professional and she goes that extra mile to assist
and help;” and “You can tell her goal is the customer and to make the customer
happy and getting the job done and done right.”
Ms. Littles positive approach when working with the customers not only won her
this high praise from the customers; she was likewise recognized by her
colleagues as someone who could “tame” even the most difficult customer.
Ms. Littles was a valued member of the Mobile Services team, making it a unified
team that provides first-class customer service. Additionally, her willingness to
provide weekend on-call service was a vital service that she and one other
contracted staff member provided. She helped to ensure our critical wireless
services were available 24x7.
Ms. Littles will be an asset to any team in providing quality customer support.
Patricia J. Graves
Dir., E-Services
Veterans Affairs Central Office
January 25, 2011
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