Customer Service Software
Resume:
JACQUELINE R. REAVES
**********@*****.***
SUMMARY:
* Experienced IT professional offering skills in Database Administration,
PC Troubleshooting and Network Support.
* Excellent record in maintaining data integrity.
* Experience managing hardware/software assets client hardware setup and
retirement
* Team-base management style with outstanding interpersonal/communication
skills.
* Detailed oriented with the ability to handle multiple tasks.
* Self motivated and leadership-based with excellent work ethic.
* Customer Service driven with the ability to understand customer needs
TECHNICAL SKILLS:
Applications: MS Office 95/ 98 /NT /2000 /2003, 2007, MS
Project, MS Visio, WinZip, SAP, Ariba, Visual Messenger,
Outlook, Exchange, Remedy, CAD Training, Quickbooks, Adobe
Languages: SQL, PL/SQL, and UML
Operating Systems: Windows 98/NT/2000/XP
Software: Networking Essentials, Supporting Microsoft Windows 95,
Administering Windows NT 4.0, Supporting Windows NT 4.0
Core Technologies, Supporting Windows NT Server 4.0
Enterprise Technologies
PC Troubleshooting: Hardware: Experience with providing desktop
support, PC repair and basic cabling. Skilled with
installing and configuring PC hardware, hard disks, floppy
drives and memory, multimedia devices, sound cards and
speakers,
Network Support: MS NT Server: Created and managed NT Domains and establish
trust relationships. Created and managed user/group
accounts, network shares, permission account policies, user
rights and auditing.
MS Exchange Server: Installed MS Exchange Server creates
and manages user accounts, create and manage, POP/SMTP.
MS Windows 95/NT Workstation: Certification Pending:
Installed Windows 95 and NT Workstation created and managed
user and group accounts on NT Workstation, created and
managed shares on Windows 95, installed and configured
network protocols.
TRAINING AND EDUCATION:
Raritan Valley Community College, North Branch, NJ
Allied Health / Barnett International
Clinical Data Manager Program May 2004
Clinical Research Associate/Coordinator
Certificate, New Jersey Nurses Association
Knowledge of GCPs as it relates to drug and study development process
(Pre-Clinical - Post-Marketing Surveillance), roles and responsibilities
of the clinical research team.
Understanding of protocol, CRF design and development.
Medical terminology and coding, AE reporting and reconciliation.
Data entry, review, tracking, validation, queries, data release and lock,
remote data capture and quality control/assurance.
Data handling in accordance with sponsor/CRO procedures, applicable SOPs,
Federal Guidelines and ICH standards.
Electronic data management that impact 21 CFR Part 1.
Carry out 21 CFR 11 audit to identify the non-complaint areas of the
study.
Developing work packages, assigning resources with time and cost
estimates.
Develop a schedule and cost curves for on going management of the
process.
Handle FDA audits.
Chubb Institute, Parsippany, NJ
Diploma, Database Administration, May 2004
Procedural Design, Relational database, normalization, ERD model, SQL
programming, Object-Oriented Database Design and UML, Data Warehousing,
Project Management, Oracle 9i DBA.
Essex County College, Training Inc, Newark, NJ
Certificate, PC Troubleshooting, 1999
Perform PC hardware and software maintenance and repair or to perform
programming, analysis, testing and operations support.
Alphatrain, Union, NJ
Certificate, MCSE, 1999
Knowledge related to desktop systems, networking, and Microsoft's
BackOffice server products.
JACQUELINE R. REAVES
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PROFESSIONAL EXPERIENCE:
Consultant, 9/2007 - 3/2010
Automation Personnel Services / LG Electronics
Executive Service Technician / Voice of Customer:
. Primary responsibilities include providing prompt closure & tracking
of complex issues or cases that require mediation, providing solutions
that result in customer satisfaction. A high degree of expertise,
discretion, mediation or research to resolve customer's issues.
-Strong analytical skills
-Strong problem solving skills
-Demonstrated skill in attention to detail/accuracy, follow-up
skills, ability to multi-task & deal with interruptions
-Excellent written and verbal communication skills
-Proven ability to negotiate in difficult situations
-Exceptional people skills, organization & teamwork skills
Consultant, 4/2006 - 2/2007
Television Acquisition Corp
Master Control Operator:
. Primary responsibilities include setting up, controls and monitors
television broadcasting equipment to transmit television programs and
station breaks to viewing audience.
Consultant, 6/2005 - 1/2006
EMCO Technology
IT Helpdesk Support Specialist:
. Primary responsibility is to bring resolution to help desk calls and
analyze and resolve user problems with the aim of eliminating
recurrences and reducing calls to the Help Desk.
Consultant, 5/2000 - 10/2003
Spherion Technology
Asset Management/IS Procurement:
. Initial point of contact for supply requisitions
(purchasing/procurement). Received shipped hardware/software, setup
deployment and installation of supply requisition. Managed and
performed analysis, control and catalog all software and hardware
computers from purchasing to equipment retirement and/or disposal.
Tracked, stored and maintained all inventory items that included
leased and purchased equipment. Dispatched technicians to retrieve
end-of-lease equipment for disposal and to retire purchased hardware.
Contact vendors when necessary to execute disposition of malfunction
or damage hardware/software received.
. Analyzed data integrity.
. Performed Intranet updates and maintained hardware and software.
. Created forecast and inventory reports of leased and purchased
hardware
. Created charge back reports for leased hardware and software.
. Recorded all Dial-In charges created by our clients.
. Interacted with Dell, IBM, Comark and Software Spectrum - attended
weekly conference calls.
IMAC Coordinator:
. Installed / Moved/Added/Changed supported PC equipment.
. Coordinated activities performed by HMR and Deskside Support (INACOM).
. Served as an information liaison between HMR, Deskside Support, Help
Desk, and the customers.
. Focused on hardware setup requests including PC/Printer setup, LAN
activation, Network/E-mail account creation, Phone/Voice creation and
Installations of Analog/Digital/Network lines.
. Created and updated macros, filters queries within macros, escalations
of hardware setup requests.
. Coordinated the process of Remedy tickets.
. Maintained hardware/software accounts receivable
Essex County College, IT Department, 1999
Desktop Support Technician:
. Installed Windows 98, ghosted, configured for Y2K compliance.
. Upgraded memory, installed/replaced Motherboards, Floppy Drives, CD-
ROM, Hard Drives, upgraded/configured Bios, installed/configured local
and network Printers.
. Troubleshot software applications (Microsoft Exchange, Microsoft
Office 97).
. Installed users on the network and configured Desktop for users
personal needs.
Effective Security Systems, 1998
Console Shift Supervisor:
. Supervised a staff of security officers at the prudential site.
. Monitored security console and company contracted vendors.
. Generated incident and disciplinary reports.
US Navy, 1992 - 1998
Naval Air Station
Air Traffic Controller:
. Ensured the safe, orderly and speedy movement of aircraft, and both
air/ground. Work at Radar and Tower facilities (secret security).
JACQUELINE R. REAVES
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PROFESSIONAL EXPERIENCE:
US Navy, 1992 - 1998
Law Enforcement:
. Patrolman for San Diego County, patrol naval base, assist supervisor
with management of personnel, receiving and dropping off sailors
and marines from jail or correction facilities and generate incidents
reports.
National Datamatics, 1987 - 1992
Computer Operator:
. Operated IBM/NCR equipment as it pertained to running operational
jobs, performed data entry, filling reports and customer service.
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