Customer Service Human Resources

SWATI E. DANIELS

**** ********* ****, ****** ******, MD 20901

*****.*******@*****.*** ( (C) 240-***-****

EDUCATION

BACHELOR'S OF SCIENCE IN INFORMATION SYSTEMS (2006)

Strayer University, Washington, DC

Master's in Business Administration (2009)

University of Maryland University College, Adelphi, MD

Skills

JAVA PROGRAMMING

C Programming

PL/SQL

Office 2003/2007

Windows OS

Mac OS X

HTML/XHTML/ Javascript/Flash/CSS

A+ Certification

Career Experience

Management/Program Analyst

Department of Education, Washington, D.C., July 2007 - Present

. Prepared textual content for intranet site such as articles, database

content and FAQ links

. Provided excellent customer service for users with technical problems

. Coded basic HTML/CSS for web content

. Created websites from start to finish (from domain name registration

to site deployment)

. Utilized IDE such as Dreamweaver and Frontpage

. Created, repaired, and converted Access Databases

. Installed software applications along with hardware components for

upgrades and improvements for personal computers, laptops, printers,

and fax machines

. Trained employees on Vista operating systems and Office 2007

. Updated and controlled individual and volume licenses database and

computers inventory database

. Purchased computers, peripherals and software; renewed licenses

. Coordinated Vista and Office 2007 deployment

Senior Desktop Support Technician

Merchant Link, Silver Spring, MD March 2005 - April 2007

. Assisted in troubleshooting user problems relating to Operating System

issues (Win9x, NT, and Win 2000), Network Connectivity, TCP/IP

configuration, upgrades, MS Office products and Internet connectivity

. Performed upgrades, installation of software and drivers and essential

desktop troubleshooting

. Remotely helped merchants troubleshoot POS systems through Webex or PC

Anywhere on a daily basis

. Provided 24x7 technical support for beta customers ranging from 20-50

merchants per day

. Created incidents for tracking purposes, followed up with merchants

and dealers for further services and closed tickets in company

database using Peoplesoft

. Approved informational alerts distributed to all levels of Help Desk

support

. Monitored the NOC servers through HP Open View, opened and closed

tickets, researched root cause of network failures and worked along

side the network engineers

. Training curriculum and instruction design

Executive Assistant - Student Trainee

The World Bank/IMF, Washington, D.C., June 2002- March 2005

. Managed phone calls, set-up teleconferences/video conferences,

prepared financial reports and handled flow of correspondence

. Created, updated and maintained IMF intranet website

. Prepared official documents and assisted Legal Department with

confidential contracts.

. Organized board meetings, conferences and internal events

. Assisted the IMF Human Resources with claims benefits

. Coordinated and organized project-related events.

. Processed timesheets, budgets and expenses

. Assisted in the Loan Division with batch filings and disbursements

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