Manager Customer Service

CHERYL D. SINGLETON

***** ********** **** #***, **********, VA. 22191

(P) 571- 230-0604

E-mail: *.*********@*******.***

Objective:

A committed professional, who is highly organized, adjusts well to all

types of environments, learns new procedures quickly and makes appropriate

applications, is exploring opportunities to apply 12 years of experience in

information system security, systems analysis, technical support, and

Website management/administration in a challenging career environment.

Clearance Level: DoD Secret

Technical Knowledge:

MS Windows NT/XP/Vista/7 MS Office 2003/2007 MS Visio MS Project

Network Security Redmine/Subversion Adobe Snag It

Professional

Web/Database HTML/DHTML/Javascri FoxPro Oracle 9i/FoxPro

Administration pt /Frontpage 3.0

Network/Systems H/S Remedy 7.6 Active Directory

Administration Install/Configurati

on

Competency Strengths:

Technical Support Managing and Software Coordination &

Management Measuring Work Development Organization

Lifecycle

Analysis Multi-tasking Quality Assurance Customer Service

Research Methods Team building Flexibility

Professional Work Experience:

Tek Systems 5/10-8/10

Reston, Virginia

Inventory Asset Analyst

> Assist in the receipt, storage, shipping and disposal of IT assets in

support of the 100% Audit efforts for our government client Washington

Headquarters Services (WHS) in conjunction to the WHS Warehouse.

> Barcode and scan hardware, software, monitors, CPU's, printers, and

copiers via the Warehouse and various outside locations such as the

Pentagon; automatically upload scans into an MS Excel spreadsheet.

> Utilize Remedy 7.6 asset database manager to enter, update, and maintain

hardware and software inventories; compare new scans from MS Excel

spreadsheets against the database and updating, processing, and issuing

new customer hand receipts.

> Ensure detailed asset information is entered accurately and efficiently

into Remedy.

> Work collaboratively in a team setting insuring customers needs are met

in a timely manner.

Stanley Associates, Inc. 6/07-

12/09

Dumfries, Virginia

Systems Analyst

.

> Provided helpdesk support to multiple military clients who utilized the

JFRGII v1.4 deployment database; responding to complex customer inquiries

to ensure customer needs were met.

> Utilized the Redmine program tracking system to append opened, pending,

and resolved trouble tickets.

> Performed manual, black box testing of JFRGII v1.5 built on Oracle 9i

database technology; identified bugs and collaborated with developers to

resolve issues.

> Applied principles and methods to identify, analyze, specify, design, and

manage the company's functional and infrastructure requirements; includes

translating functional requirements into technical requirements used for

logical design or presenting alternative technologies or approaches.

> Developed test plans, test scenarios, and test cases for testing

different modules of database applications. Analyzed use cases and

prepared design documentation utilizing MS software to identify the test

cases.

> Responsible for planning and executing test cases for System/Functional

testing, Regression testing, and User Acceptance tests.

> Created and/or updated technical documents to include Software Design

Documentation (SDD), Software Requirements Specifications (SRS), and Test

Cases/Scripts; submitted documents to the Subversion repository server.

> Prepared test summary report for each major release testing and reviewed

with the project team.

> Utilized MS Project to track weekly progress of the project and ensured

deadlines were met.

ITT Corporation- DoD Contractor 9/99 -

6/07

Alexandria, Virginia

Website/Database Manager

> Initiated front end Database/Web Management on Windows NT platform.

> Managed FoxPro 3.0 (ERRIC) and MS Access (CWETS) databases.

> Designed the look and feel for classified and unclassified DoD websites

utilizing the FrontPage and Visual FoxPro web services software.

> Provided helpdesk support via telephone and email to customers requesting

password resets or website services.

> Responded to customer web orders via email and fax systems.

> Developed, edited, and updated, website content.

> Written and posted documents as requested by the government client

(DTRA).

> Added, deleted, and updated end user information.

> Coded in HTML, DHTML, CSS, and JavaScript languages.

> Performed data upload/download, data manipulation, and presenting data in

graphical forms.

> Assisted in database design, photocopying, filing, maintaining files,

writing memos, and preparing presentations.

> Generated statistical monthly and fiscal year status reports.

> Performed nightly rotational tape backups utilizing NovaNET 8.

ELS, Inc. 8/98 - 9/99

Arlington, Virginia

Administrative Professional

> Managed the receptionist area, answered a multi-line switchboard,

transferred incoming calls, and took messages when appropriate.

> Assisted the Office Manager by performing administrative tasks: update

and implement the calendar, phone list, and company forms, scan current

and archive office files.

> Produced a variety of documents utilizing a personal computer with varied

and advanced functions and software, developed clear and readable charts

and tables, maintained the filing system.

> Reviewed outgoing packages for completeness and check timesheets for

accuracy.

> Provided guidance and assistance with procedures, instructions, and

regulations to other personnel.

> Purchasing for all areas of inventory control, shipping, receiving, stock

handling, and deliveries. Purchased all inventory products, office

equipment, computer supplies and equipment. Assign purchase order

numbers, and maintained purchase order database.

EDUCATION:

Garfield Senior High School, Diploma

Strayer University, Spring 1999 - 2003

Bachelor's Degree in Business Administration, 2003

with a minor in Computer Information Systems

ITT Technical Institute

Bachelor's Degree in Information Systems Security

Anticipated Graduation Date, Fall 2011

Information Systems Security - Description of Studies:

Ensures, or participates in ensuring, the confidentiality, integrity, and

availability of systems, networks, and data through the planning, analysis,

development, implementation, maintenance, and enhancement of information

systems security programs, policies, procedures, and tools.

Contact this candidate