Customer Service Quality Assurance

Loree Shirley

*****.*********@*****.***

PROFESSIONAL SUMMARY

. Knowledgeable in Information Assurance(IA) experience with; DOD

Information Assurance Certification and Accreditation Process (DIACAP)

and knowledgeable with Enterprise Mission Assurance Support Services

(eMASS)

. Quick learner; able to adapt easily to new environments and maintain

composure in demanding situations

. Detail Oriented with a strong work ethic; consistently meet production

objectives and successfully performed in operations role

. Excellent communication skills; communicates with all levels of

company including peers, employers and customers

. Strong background in customer service and help desk; experience with

assisting customers in a help desk environment

SKILL SUMMARY

eMASS, EITDR, and DIACAP experience; Remedy Administrator/Remedy; Developer

Studio; Active Directory; Windows (XP, Vista & 7 ), MS Office; (Outlook,

Exchange, Word, Excel, PowerPoint, Access), MS Visio; MS SharePoint 2007;

Adobe Frame Maker; Adobe Acrobat; Lotus Notes; SAP; AS400; Web-Based

Application Support; Lotus Notes Domino

AWARDS

Received Letters of Outstanding Support from Commander

Outstanding Customer Support Award from BAE Systems

CERTIFICATIONS

Security + Certification

CLEARANCE

Currently hold an active Secret Clearance

LANGUAGE SKILLS

Japanese

PROFESSIONAL EXPERIENCE

Camber Corp

Booz Allen Hamilton Scott AFB, IL

12/2010- April 2013

Lead Support Specailist

. Team Lead for Application Validation Certification Testing with

Network Validation Integration

. Providing consulting assistance to the Commercial-Off-the Shelf and

Government Off-the-Shelf products

. Assisted in developing and standing up C&A Customer Service Team

SharePoint solution

. Gained knowledge of C&A Process and Procedures

. Maintained and updated System information within eMASS

. Knowledgeable of DIACAP documentation development

. SharePoint End User and Site Owner Certification

. Developed C&A Special Project Reports within SharePoint

BAE SYSTEMS IT Scott AFB, IL 10/2008-

12/2010

Help Desk Analyst / Training Technical Conference/Application development

. Assisted with C&A documentation for AFRIMS & ITRIM

. Maintained C&A Document management and uploaded documents into

Enterprise Information Technology Data Repository (EITDR)

. Supports 80,000 users World wide

. Verified the Air Force Records Information Management System (AFRIMS)

was operational each morning

. Manage Level 1 and 2 AFRIMS Help Desk calls and emails

. Maintain updates to regulations and compliance information regarding

Air Force Records

. Keynote Speaker at Annual Records Management Conference for Air Force

. Maintain daily telephone logs and filed all helpdesk responses in

appropriate subject folders within Outlook

. Utilize SharePoint document libraries to maintain system statistics

and help desk report

. Assist with user training in reference to SharePoint 2007

. Maintain and update content in SharePoint 2007

. Quality Assurance Tester for new releases of the Air Force Records

Information Management System

. Assisted with gathering new requirements for future software releases

AG Edwards St. Louis, MO 07/2007-

08/2008

Help Desk Analyst

. Developed and maintained customized forms for financial analysts using

Remedy Developer Studio

. Utilized Remedy User to submit and track application and system issues

. Utilized Remedy Alert to send email notifications to analysts

. Company Liaison for Japanese Investors

. Provided customer services to individuals in the Home Office.

. Trained users on Lotus Notes

. Supported Broker Office for language and technical issues

Medical Office Online St. Louis, MO

02/2007-07/2007

Technical Support/ Trainer

. Printer Support/ Configured Printer Forms

. Trained Offices on Web-Based Software Application and Features

. Creating New Accounts/Setting Up New Databases for Medical Offices

Aerotek St. Louis, MO 03/2006-

01/2007

Customer Service Specialist/Helpdesk Support

. Utilized Active Directory to user rights and network printers

. International Customer Support Specialist

. Logistics Support Advisor

. Printer Support/ Backup to Helpdesk

. Maintained Excel/Access Database

. Assisted and Maintained International Correspondence

Children's Resources Plano, TX 01/2000-

02/2006

Customer Service/Technical Office Specialist

. Made travel arrangements

. Handled client orientation presentations

. Composed contracts and purchased agreements

. Tracked inventory and ordered supplies accordingly

. Assisted in finding State Registered childcare providers for clients

. Checked ratings for professionally licensed care providers

. Maintained Outlook email and calendar for owner of Children's

Resources

. Utilized internal database to track incoming complaints and compliance

issues

. Handled client conflict resolution

Contact this candidate