Customer Service Management
Resume:
Tashida R. Watson
** **** ******** ***** ( FAYETTEVILLE, GA 30215 ( ablxb7@r.postjobfree.com (
Information Technology Support Officer
Proven ability to merge efforts of all parties toward common goal through
combination of continued process improvements, strong leadership and
ability to see the big picture; able to anticipate needs before
implementing best practices. Experienced leading initiatives designed to
drive sustainable results in technology control, organizational
productivity and related support functions. History of driving top
performance and motivation from staff, successfully encouraging change,
risk-taking, decision making and growth. Widely respected for innovative
problem solving and tenacious commitment to achieving both personal and
corporate objectives in all endeavors. Information Technology Professional
with more than 9 years of experience installing, configuring and re-
engineering enterprise messaging systems and networks to improve
performance, reduce costs and minimize downtime. Active Top Secret
Classification Clearance and SCI Eligible. Hold MBA and currently pursuing
PhD.
Leadership Competencies
Customer Service / Resolution Analyzing and resolving hardware &
Customer Technical Support software network issues
Budgeting / Expense Reporting Contract Review / Recommendations
Staff Training / Development Operational / Finance Auditing
Project Development / Management Productivity Improvement / Development
Inventory Management Communication and Liaison skills
Technical Background
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Certificatio CompTIA A+ Certified Professional, Microsoft Certified
ns: Professional (MCP), MCITP: Enterprise Support Technician, MCTS:
Windows Vista Configuration, Microsoft Certified Application
Specialist (MCAS): Microsoft Office Excel 2007 Certified,
Microsoft Office PowerPoint 2007 Certified, Microsoft Office
Word 2007 Certified
Platforms: Windows NT/2000/2003, Windows 9X/XP/2000 Pro/Vista
Software: MS Exchange 5.5/2000/2003, MS Office Suite (Word, Excel,
PowerPoint), MS Outlook, Veritas Backup Exec, NT Backup
Protocols: TCP/IP, WINS, DHCP, DNS, DHCP, SMTP
Hardware: Servers, Desktops, Laptops, Routers, Switches, CAT5
Clearance: Active Top Secret and SCI Eligible
British Consulate General, Atlanta GA
01/2006 to Present
Head of Corporate Services and IT Support Officer
Initially recruited as System Administrator providing first-line IT support
at post before ascending rapidly through organization to current position.
Was solely responsible for the upkeep and running of three Windows NT
servers for three years by completing daily, weekly, monthly and quarterly
backups as well as completing daily security checks and daily upkeep.
Was solely responsible for 20 users, 22 workstations on the Firecrest
system running Windows NT, and 4 standalone computers running Windows XP
and Windows Vista. Participated in network wide upgrade from Windows NT to
Windows Vista. Work proficiently with the United Kingdom Helpdesk to
troubleshoot various issues that arise as well as provide technical support
for 7 users for PC's running XP and Vista.
As Human Resource Manager solely responsible for providing guidance to line
managers and staff on HR issues and policies. Work with hiring managers
and Network HR team to recruit new employees. Issue contracts for new
staff and process security questionnaires. Ensure accuracy and
completeness of all HR forms. Also responsible for conducting new staff
induction and coordinating mid-year staff reviews and annual staff
appraisals. Responsible for monitoring staff leave and sick leave and
keeping computer as well as paper records up to date.
As Management Officer responsible for maintaining cash imprests, local bank
accounts and monthly Small Post Account spreadsheets, banking of receipts
and reviewing local budget spend to ensure accuracy and value for money.
Also responsible for procurement of larger value items using offline
procurement tools, main point of contact for new business tools, and credit
card administration.
Selected Highlights:
* Boosted productivity and delivered cost savings by participating in
rollout of new IT system (Windows NT to Vista); provided
disseminating information and data requests for the UK prior to
installation and assisted UK team on rollout and installation of new
system.
* Enabled project prioritization/resolution as well as overall issue
resolution for IT by initiating use of mandatory trouble ticket
procedure.
* Minimized inventory expense overages by developing and implementing
new excel spreadsheet to maintain current and ongoing inventory of
office supplies ordered.
* Serve as Plan Administrator for company-sponsored health insurance /
401K plan as well as Training Liaison Officer and Safety Officer.
< Encouraged employees to proactively maintain training efforts,
administered training budget and ensured staff had equal opportunity
to receive training related to professional development needs
< Ensured all fire drills were performed on quarterly basis and that
full building evacuation required on annual basis, from 34th floor
and practicing safe evacuation.
* Increasing customer service and satisfaction by successfully
troubleshooting outstanding users' hardware, software and networking
issues.
* Mentor to System Administrator Mentoree after one month of being in
the network was asked to be the mentor of other System Administrators
in other states completing various troubleshooting actions via
telephone.
Department of Justice, Multiple States
(Contract) 06/2005 - 12/2005
JCON II Installer
Traveled to various DOJ sites throughout the US to lead the upgrade of
their Justice Consolidated Office Network to latest version. Upgraded
existing workstations from Windows 2000 to Windows XP; upgraded messaging
methods and network/system management. Incorporated numerous system
security enhancements.
United States Navy, Memphis, TN 11/2000 - 10/2004
Information Technician / Acting Network Administrator & Exchange
Administrator
Promoted through a series of increasingly responsible technical positions
providing hardware, software, networking and messaging support to more than
1,500 users onboard USS Frank Cable. Advancement based on consistent
contributions to technical excellence, problem resolution and customer
satisfaction.
Originally recruited as an Information Technician / Seaman Apprentice and
promoted within 9 months to Seaman to provide desktop support to users.
Promoted to Information Technician Third Class and Second Class to
administer, optimize and enhance enterprise-wide network and email
infrastructures to optimally support more than 1,500 users.
Manage, enhance and support classified and unclassified messaging and
network environments to ensure appropriate delivery of services to users.
Build, configure, deploy and administer 8 MS Exchange and MS Windows
NT/2000 servers, including user accounts and mailboxes, security, shared
permissioning/public folders and distribution lists. Configure and support
network security strategies, including firewalls, back-up/recovery, anti-
virus and routers/switches. Install and configure new desktops and laptops
onto the environment, including all third-party software and applications.
Analyze and resolve network and server connectivity issues. Perform all
back-up/recovery and anti-virus functions for servers. Maintain
proprietary applications and third-party software. Provide desktop support
to users on all hardware, software and networking issues. Train users on
technology and systems usage.
Research, test, recommend and implemented new technologies to increase
capability throughout the environments. Collaborate with management to
implement project management strategies. Plan, track, monitor and document
all aspects of assigned projects. Design and deliver status reports to team
members and management. Manage issue resolution and change management
initiatives. Train and mentor new team members.
Key Achievements:
> Solely accountable for administering, optimizing and enhancing 2 MS
Exchange environments, consisting of more than 1,000 classified and
unclassified accounts.
> Recognized for redesigning network infrastructure, resulting in improving
traffic performance and increasing efficiency.
> Acknowledged for significantly introducing new processes, procedures and
technologies into the environment, increasing file access speed.
> Credited with analyzing and successfully troubleshooting users' hardware,
software and networking issues, increasing customer service and
satisfaction.
> Recipient of numerous Letters of Accommodations and Achievements.
Key Projects:
> Assisted in successfully migrating network infrastructure from MS Windows
NT to 2000 Active Directory.
> Set-up new CAT5 cabling throughout the ship to increase capability.
Education
Bachelors in Business Administration
Concentration in Management
American Intercontinental University (July, 2006)
Masters in Business Administration
Dual Concentration in Management and Human Resources
American Intercontinental University (August, 2007)
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