Sales Customer Service

Stephen Ohumay

***** ********** ****** #***

Sterling VA 20165

Phone: 703-***-****

Email: *************@*****.***

Objective

To grow into a network engineer role by drawing on my significant experience providing network support in my roles

as a Help desk Analyst and Senior Lan Administrator for progressive organizations that demand excellence from their

employees and reward them accordingly.

EDUCATION/CERTIFICATIONS

• B.S. Marketing – George Mason University Fairfax, VA

• Cisco Certified Network Associate (CCNA)

• Microsoft Certified Systems Engineer (MCSE) 2003

• Comptia Security+, Network+, and A+

EMPLOYMENT EXPERIENCE

Senior LAN Administrator 7/2007- Present

National Institute of Health – Lockheed Martin

• Implemented Norton Ghost solution to deploy Images to many desktops and laptops

• Performed custom builds for non-standard desktops and laptops

• Encrypts workstations using CheckPoint Pointsec encryption software

• Assist with development team to Monitor, plan, and coordinate the distribution of client/server software and service

packs.

• Makes recommendations for equipment lifecycle replacement to management.

• Performs on-site and remote technical support.

• Using a resource management site on SharePoint, tracks organization hardware and software resources.

• Account creation/management using Active Directory

• Creates and manages Group Policy Objects(GPOs) using Microsoft Active Directory

• Contributes to and maintains in-house technical documentation and SOPs

Help Desk Support Analyst 3/2006-7/2007

B ank-Fund Staff Federal Credit Union, Washington, D.C.

• Provides tier 2 desk side support. Responds on moment’s notice to resolve various network, software, and hardware

related issues.

• Monitor help desk hot line, and resolve customer issues through walk through instructions or remote desktop

assistance.

• Conduct quarterly work order analysis reports, and proactively make recommendations to improve established

operational level agreements, customer service level agreements, and problematic trends.

• Prepare technical how-to manuals to train fellow technicians and educate customers.

Consumer Loan Representative

06/2005- 03/2006

B ank-Fund Staff Federal Credit Union, Washington, D.C.

Advised Credit Union customers on personal finances, improving credi t scores, and recommended financial solutions.

Processed and funded personal, education, credit card, line-of-credit and vehicle loans in support of Credit Union customers.

Effectively cross-sold various loan products such as home equities and mortgage loans, which led an increased share-of-

wallet.

Member Correspondence Representative

10/2004-06/2005

Bank-Fund Staff Federal Credit Union, Washington, D.C

• Corresponded with Credit Union customers via fax, email, and post mail. Answered customer’s questions, inquiries,

request, and problems within 24 hour service level agreement.

• Solved and provided basic troubleshooting methods in regards to access of online banking system.

• Served as back-up to Help desk support technicians when work ticket queue was high.

Account Service Representative

4/2003-10/2004

Bank-Fund Staff Federal Credit Union, Washington, D.C

• Processed returned checks, debited member accounts and ensured appropriate general ledger accounts were credited

or debited.

• Opened new member accounts and educated customers or potential customers on benefits of joining the Credit Union.

• Served as back-up to off-window check processor, vault coordinator, account services supervisor, and Branch

Manager.

• Trained new account service representatives, and provided on the job training and assistance to subordinate account

service representative.

Sales Representative

Healthway Natural Foods Inc., Springfield, VA 7/2001-4/2003

• Liaised with over 25 Natural Food suppliers to procure supplies to maintain stock, and meet customer demands.

• Counseled customers on alternative natural remedies, and information for treating a myriad of ailments.

• Implemented creative product-positioning strategies to increase attractiveness of slow-moving products, while

resulting in an increase of daily sales from $2000 to $2500, and reducing monthly inventory cost by 20%.

Regional Manager

Journal Sales Team Inc., Fairfax, VA 9/1996 – 7/2001

• Managed a sales force of 5 to 10 sales associates.

• Recruited, interviewed, and trained potential sales associate candidates.

• Advised company president on various trends which would lead to increase of sales production company wide.

• Analyzed subscriber market segments to generate sales leads resulting in annual subscriber base increase of 20% from

1997-1999.

• Recognized as manager of top sales team of 7 teams from 1997-1999.

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