Customer Service Technician

Marianne Foxx

San Antonio, TX *****

Cell: 520-***-**** ( ********.****@*********.***

Professional Profile

** ***** *********** ** ************ with hands-on experience supporting

and maintaining mission-critical network infrastructures and systems.

Recognized ability to leverage technology to identify, recommend, and

implement cost-effective solutions for IT business operations. Articulate

leader, who relates well with business and technical participants across

all levels of an organization.

Education

Utica College, Utica NY Sep 2009 -

Aug 2013

B.S. Cybersecurity and Information Assurance concentration in Cybercrime

Investigations & Forensics

. Member Alpha Sigma Lambda Honor Society

Heald College, Rancho Cordova, CA Apr 2005 -

Oct 2006

A.A.S. Information Technology with emphasis in Network Security Cum Laude

. Member Phi Theta Kappa International Honor Society

. Student mentor

Professional Experience

Smartech and Associates, Tucson, AZ Jan 2009- May

2009

Field Service Contract Technician

. Provided on-site computer repair maintenance and warranty services for

Dell, Unisys, World Wide Tech Solutions, and NCR.

. Successfully coordinated with customers to ensure their issues were

resolved in a convenient and efficacious fashion.

Apple Inc., Rancho Cordova, CA May 2008- Nov

2008

iPhone Technical Support Specialist

. Provided excellent customer service in a pleasant and professional

manner.

. Answered technical questions regarding software/hardware products and

requirements.

. Troubleshot issues reported by customers in a timely and efficient

manner.

California-Nevada United Methodist Foundation, West Sacramento, CA Dec

2004-Mar 2008

Systems Administrator

. Enabled Foundation to achieve fundraising and development goals by

creating donor database that strategically targets individuals,

churches, and agencies.

. Improved communications between Foundation, local churches, and

agencies within the Annual Conference by developing a Foundation

website.

United States Air Force Jul 1997 - Jul 2004 (Honorable

Discharge)

60th Air Mobility Wing, Travis AFB, CA Oct 2000 -

Jul 2004

Systems Administrator/Crisis Action Team Support Supervisor

. Ensured 100% accountability for $310,000 budget by upgrading the

financial software.

. Reduced publishing time for support agreement management software from

30 to 20 days by replacing manual document with automated online

availability.

. Praised by base auditor for zero discrepancies as administrator of

Wing Plans $61,000 International Merchant Purchase Authorization Card

program.

. Developed technology refresh plan to upgrade the computer systems that

saved $10,000.

99th Communications Squadron, Nellis AFB, NV Aug 1997 -

Oct 2000

Help Desk Technician, Base Network Control Center

. Selected by Base Chief of Information Management to work as Base

Network Control Center Help Desk Technician. Personal efforts

increased client satisfaction 51%.

. Coordinated activities with field technicians to provide technical

assistance to 8,000+ network users.

. Saved 40 labor-hours for base-wide Systems Management Server

deployment by personally managing license-logging services for 120

servers.

99th Communications Squadron, Nellis AFB, NV Oct 1997 -

Aug 1997

Publication and Forms Manager/Jr. Systems Administrator

. Reduced requisition and distribution process 40% by upgrading from DOS

to Windows-based Publishing Distribution Office System.

. Trained Customer Account Representatives on electronic publications

and forms that decreased paper requirements 30%.

Technologies

. Microsoft Exchange

. Microsoft XP, Vista, 7

. Microsoft Office Suite

. Mac OS X

. iWork Suite

. iLife Suite

. iLog

. Remedy

. Wi-Fi

. WINS

. DNS

. EnCase

. Access Data Forensic Toolkit

. Access Data Registry Viewer

. Access Data Password Recovery Toolkit

. Hex Workshop

. WinHex

. ProDiscover Paraben Device Seizure

. Helix 3

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