Customer Service Manager
Resume:
Dear Selecting Official / Management:
My name is Tiara Brown and I graduated from UMBC with a Bachelor of Arts
degree in Information Systems - Business Technology Administration; as well
as a Masters of Business Administration Preparatory Certificate in December
of 2010. Currently I am seeking an opportunity to expand the horizon of my
technology base, and to move beyond the education sector of technology.
I currently hold the position of Help Desk Administrator at Stevenson
University in Stevenson, MD. In this position, in addition to managing the
overall operation of the helpdesk, I also am responsible for managing a
staff of up to 25 college students. The help desk at Stevenson University
supports over 2,000 users that include students, faculty and staff for the
University community. I have worked in professional office settings for
approximately 5 years, to include non-profit organizations and the public
library system. Through these positions I have learned how important it is
to provide and demonstrate excellent customer service to clients, staff,
and the general public.
In many positions, I was tasked with facilitating training courses for
different end users. These trainings include assistance with new
technologies and the integration of technology into different sectors of
business.
Attached is my professional resume for consideration and review. I welcome
your feedback.
Thank you for your time and consideration of my credentials.
Sincerely,
Tiara R. Brown
OBJECTIVE
To obtain a position that allows my education to be used adequately,
specializing in business administration including organization and
management - while troubleshooting and manipulating technology to be
most conducive for the business environment.
EDUCATION
University of Maryland Baltimore County (UMBC) - Catonsville, MD
August 2006 - December 2010
Degree: Bachelor of Arts - Information Systems Management Business
Technology Administration
Certificate: MBA Preparatory
Western School of Technology and Environmental Science Catonsville, MD
Graduated June 5, 2006
WORK EXPERIENCE:
Stevenson University - Stevenson, MD June 2011 - Present
Provide support for university-related technology issues
Manages student staff for Tech Connection Helpdesk Support
< Technical Device support including but not limited to: iPads, Laptops,
Computers, Smart phones
< Manages Student Staff - daily scheduling, on-the-job training, staff
meetings
< Provide customer service assistance to students, staff, and faculty of
the University Community
< Create quick guides for the use of different technologies
< Installation and troubleshooting of different software
< Conduct faculty and staff Microsoft Trainings
< Ticket Management utilizing Web Help Desk by SolarWinds
Baltimore County Public Library - Randallstown, MD September 2005 -
June 2011
Provide computer technique and troubleshooting assistance to the public,
management and staff. Perform librarian responsibilities and project
assignments daily:
< Provide customer service to the general public and instruct the public
and staff in computer basic skills, such as online training courses to
include creating email accounts, creating resumes and other
professional documents, using online job application software
< Plan, coordinate and execute business meetings and luncheons
< Create presentations, flyers, invitations, reports, etc in Microsoft
Office Programs
< Troubleshooting - stalled webpages, password retrieval, managing
downloads such as Adobe Acrobat and Java
Better Business Bureau Intern - Baltimore, MD July 2010 - October 2010
Assist with a variety of tasks in Operations, Communications, Public
Relations/Marketing, and Dispute Resolution & Trade Practices departments:
< Assist with special projects and assignments, such as charity
fundraising
< Provide general office administrative duties
< Perform data entry
Physicians Eye Care - Baltimore, MD February 2006 - May 2006
Provided office administration assistance in professional physician's
office:
< Records maintenance of patients' files
< Processed insurance information
< Performed data entry of patients' records
< Provided excellent customer service to patients
Independent College Fund - Baltimore, MD September 2005 - January 2006
Performed administrative assistant duties and responsibilities for a non-
profit organization:
< Performed data entry in Microsoft Access
< Office support to include preparation of correspondence, mail,
projects, etc
< Answer phones and respond to inquiries via electronic mail (e-mail)
< File and records maintenance
OTHER PROFESSIONAL EXPERIENCE
Simply Panache Events May 2008 - present
Assist with coordination and execution of planned events such as weddings,
birthday parties and receptions.
< Ensure that customer satisfaction is provided to the guest of honor
and the invited guests
< Provide excellent customer service to clientele and assist event
manager
TECHNICAL SKILLS
Windows XP, 7 & 8
Certification in Microsoft Word (2005)
Certification in Microsoft Excel (2005)
Proficient in Microsoft Suite
Transcription
Desktop Support - PC, Mac
Portable Device Support - Smartphones, iPads, Tablets
References
Raymond Cardillo
Manager, Technical Support
Stevenson University
Linda Washington-Sparrow
Minister of Music
Michigan Park Christian Church
Lisa Tinch
President
Simply Panache Events & Rentals, LLC
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