Customer Service Manager

Nancey Hill

***** ********** *****, **********, ** 35803 Home: 256-***-****

******@*******.***

Clearance: Secret

Willingness to Travel: Yes

Previous Employment:

AT&T Government Solutions, Inc. Redstone Arsenal, Huntsville, AL (04/2009 -

01/2010) - Sr. Associate Database Design Engineer/Administrator - Secret

Clearance

Duties: Middleware (MW) System Administrator for the Single Stock Fund

(SSF) Program MW System for USAMC-LOGSA. Performed system/network

management of Dell Power Edge 6800 servers in a cluster environment and

conducting database maintenance in support of the MW application. Support

for the PM SSF local customer by conducting causative research on logistics

transactions.

EQUIPMENT AND SOFTWARE DIRECTLY USED DAILY:

Scheduler

Microsoft Windows Server 2003 & 2008

SQL Server 2000 & 2008

NetBackup 6.5.4

Symantec

Dell Power Edge 6800

PowerVault 114T LTO3 Tape Drive

ITT Federal Services International, Inc. Camp Virginia and Camp Buehring

Kuwait (09/2006 - 09/2007) - Help Desk Administrator - Secret Clearance

Duties: Primary support for 800-3500 permanent party and transit users at

remote sites. Interfaced with contractors and site Information Management

Officers (IMO) to ensure all Help Desk resources were utilized in the most

efficient manner. Assist with the daily functions of computer, network and

software management for the site and end users. Respond to all customers

in person or by telephone including individuals and IMO's for

troubleshooting, information exchange and help with ticket submission and

TOC issues. Verified and baseline permanent party and incoming troops

desktops/laptops to be hardware, software, and IAVA compliant for NIPR (Non-

Secure Internet Protocol Router) and SIPR (Secure Internet Protocol Router)

Net networks. Troubleshooting Microsoft OS issues on Windows 2000 and XP

Pro along with setup and troubleshooting Microsoft Office 2000, 2002, and

2003. Verifying and troubleshooting all authorized site software with IMO's

and users. Creating user accounts and email accounts using Microsoft Server

2003, managing network services, print queue management and CISCO VMPS

administration. Scan computer systems with Harris STAT for software and

IAVA compliance to determined network compliance to allow network usage per

MAC addresses for VMPS on NIPR and SIPR networks. Assisted in training

three new help desk administrators with knowledge and skill sets needed to

perform daily duties. Tracked and documented activities and work

performed to allow accurate reporting of all Help Desk activities.

EQUIPMENT AND SOFTWARE DIRECTLY USED DAILY:

Desktop and Laptop computers (Dell, Tough Books, IBM and etc.)

Printer/copiers and Digital Senders

Telephones (DSN)

NIPR Net and SIPR Net

Remedy 5.01.02

Microsoft Exchange Server 5.5

VMPS Administration-Cisco Port Security Interface

Microsoft Server 2003 (Active Directory)

Microsoft OS XP and 2000

Microsoft Office with a focus on Outlook XP, 2000 and 2003

Microsoft Explorer

Active Client 6.0

Harris STAT

Symantec

WhatsUp Gold

EMCO Technologies (04/2006 - 09/2006) - Help Desk Support Service

Specialist and Move Technician

Duties: On call (part-time) telephone technical support for thirteen NASA

centers. Troubleshooting software, hardware and connectivity issues and

dispatching. Using XP, 2003 MS Office, WSO3 and Remedy daily. Part-time

team member relocating computer system at night at Redstone Arsenal having

all equipment available for next morning use without interruption of

service. Verified no issues present with users the next morning and if so

performing corrective measures immediately.

Other Previous Experience Skills:

Customer Service Multiple Projects

Phased Deliverables Resource Allocation

Office Manager Negotiations

Employee Supervision Employee Training

Office Reorganization Software Integrations

Assistant Business Manager Business Manager

Examples:

SAIC, Inc (03/2005 - 02/2006) - Administrative Assistant/ Goods Receipt

Admin

Duties: Subcontract Invoice Administrator, designed an online routing and

tracking process for an average of 170 invoices monthly between project

control, subcontract administrator and corporate A/P in the allotted 6-day

time frame. Goods Receipt Administrator identifying lag time between

purchasing and receiving and notifying for corrective action to be taken.

Analyzed and developed monthly/quarterly procurement performance metrics

and graphics for the BU Procurement Director that help lead to corporate

award recognition for three employees. Administrative assistant duties

included scanning, filing and document formatting/editing. Software support

for XP Pro, MS Office 2003, SAP, Adobe and printers as needed.

Mr. Cash Title Pawn (06/1994 - 05/2000) - Manager/Owner

Duties: Set up office, gained and secured loans to $75,000 at an average of

$300 each, maintaining a 20% profit margin per month, maintained all daily

operations and license. Maintained a clear status with the Alabama State

Banking Commission during all audits. Procedures included gaining new

cliental, customer service, problem resolution, processing loans,

repossessions, inventory, payables, receivables, banking, collections,

monthly reports, W-2's, 1099's, quarterly taxes, advertising, payroll,

payroll deposits, Windows 95/ 98

Burnett-Nickelson Investments -Business Manager

Duties: Multiple project management of a $1.7 million 5500 sq ft concrete

tilt up and a $325,000 4800 sq ft office complex handling all purchase

orders and payables. The company representative in meetings with general

contractors and project architects concerning cost discrepancy issues which

saved the company roughly $300,000 on the combined projects. Lotus 1-2-3,

word processing skills

Education:

Athens State (08/2002 - 05/2004)

Athens, Alabama

BS - Information Systems GPA: 3.44

J F Drake Technical (08/2000 - 12/2001)

Huntsville, Alabama

Associates - CIS GPA: 3.72

Certification:

Security+ - 4/2009

Army - Information Assurance Security Officer - 06/24/2009

Army - NETCOM IA Technical Level 1 -11/09/2009

CCNA - 02/08/2002 - 02/08/2005

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