Customer Service Management

MARGARET ALLISON FREY

P.O. Box *** Woodbury, CT *6798 203-***-**** m ********@*****.***

OBJECTIVE

To acquire a full-time position in the computer industry capitalizing upon an associate’s degree in Network Systems

A dministration and strong communication skills; while continuing to strive toward attaining a bachelor’s degree in

N etwork and Communications Management.

T ECHNICAL SKILLS

Operating Systems: Windows NT, 98, XP, Vista, 07, Server 2003, Linux/UNIX, DOS

Network Devices: S ervers, Laptops & Workstations, Printers, Scanners, Switches, Routers, Firewalls, Hubs

Network Services: A ctive Directory, VoIP, VPN, SSH

Networks/Protocols: WAN, LAN, WLAN, TCP/IP, DNS, HTTP, DHCP, EIGRP, IGRP, RIP, OSPF

Software: N orton Antivirus, McAfee, Cisco Config Maker, Microsoft Office Suite 2007(Word, Excel, PowerPoint,

O neNote, Outlook), Word Perfect, Lotus, Roxio Creator

Languages: H TML, Java, SQL, Shell Scripting

EDUCATION

• Bachelor of Science in Network and Communications Management November 2011

D eVry University

• Associate of Applied Science in Network Systems Administration June 2010

D eVry University G PA 3.68 / Dean’s List

CLASS PROJECTS

• Set up and maintained, both LAN and WAN networks through the use of Cisco switches and routers.

• Installed Windows Server 2003 – Executed active directory, user/share permissions and group policy.

• Installed and managed Linux, Red Hat Fedora operating system.

• Developed a Linux shell script to automate weekly system log reviews and send advisory emails to the system

a dministrator with the results of the weekly log check.

EXPERIENCE

Help Desk Analyst 8 /2010 – 10/2010

• Spot On Networks New Haven, CT

• Demonstrated excellent communication and problem solving skills while answering and troubleshooting

i ncoming customer calls regarding wireless computer/network issues.

• Created log tickets for each customer call/issue.

• Performed follow-up calls to ensure problem resolution.

• Assisted customers in choosing the wireless plan that would best meet their needs.

• Demonstrated excellent organizational and multitasking skills

• Worked well independently or as part of the customer service team.

9-1-1 Dispatcher 1/2004 – 2/2005

• Graham County Sheriff's Office Hill City, KS

• Presented proposal to city council members and then organized and managed the First Annual Bicycle Safety

R odeo servicing over 200 youth in grades K-6.

• Demonstrated excellent communication and problem solving skills while answering and processing emergency

a nd non-emergency calls.

• Dispatched fire, police and ambulance to emergency locations.

• Maintained daily shift logs.

• Oversaw prisoners housed in the county jail.

• Assisted in the administrative processing of arrested criminals.

• Executed emergency preparedness/weather monitoring procedures, activated tornado sirens and conducted

t elevision interrupts to direct the community when bad weather occurred

• Conducted criminal background, drivers license, and license plate checks through NCIC and INLETS.

• Demonstrated excellent organizational skills, the ability to work alone or in a team situation, while multitasking

a nd maintaining composure in a high stress, fast paced dispatch center

AFFILIATIONS

DeVry Alumni Association

IEEE, I EEE COMMUNICATIONS SOCIETY, IEEE WOMEN IN ENGINEERING,

F idelco Guide Dog Foundation

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