Customer Service Training

MISHAUNTI L. JARRETT

***** ****** ***** ( Accokeek, MD 20607

Residence: 301-***-**** ( *********@*****.***

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Technical Support ... Client Management ... Training

Consulting ... Business Analysis

Analytical, challenge-driven and ambitious professional offering 17 years

of experience in telecommunications, wireless and information systems,

government, non-profit and private industries. Accumulated wealth of

experience in Training, Consulting, Technical Support and Troubleshooting.

Demonstrated strengths in leadership, staff training, decision-making,

judgment, project management, help desk support, research, internal and

external client relationships. Offer strong support background,

particularly in customer service, training and consulting.

Seeking challenging position that calls for decisive leadership, ability to

investigate, analyze and introduce solutions, cradle-to-grave consulting

and project management.

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EDUCATION

Bachelor of Science, Computer Information Systems

Strayer University

CLEARANCE

Active SSBI Secret

BUSINESS EXPERIENCE

SERCO - Arlington, VA - 2009 - Present

IT Customer Liaison (Contractor)

Promoted to review, analyze and evaluate business systems and user needs.

Formulates systems to parallel overall business strategies. Assists

clients in defining their user needs and requirements. Demonstrates

expertise in a variety of the field's concepts, practices, and

procedures.

Performs technical planning, systems integration, verification and

validation, cost and risk analysis for user requirements.

. Follows through to ensure that customer or product requirements are

incorporated into total systems solutions that reflect technical,

schedule, and cost constraints.

IT Support Engineer (Contractor)

Hired by organization that provides professional, technology, and

management services focused on the federal government.

. Actively involved in staff training and development.

. Developed and researched documentation and policies for new hires.

. Provided Tier II application support for business applications and

other proprietary systems.

EDELMAN FINANCIAL SERVICES - Fairfax, VA - 2008 to 2009

Technical Client Support Representative

Joined Technical Client Support Division for an independent investment

and financial planning firm. Served as first point of contact in

responding to customer inquires (via telephone and email). Serviced the

needs of external clients and financial advisors around the world.

Resolved questions and concerns from customers via phone and email.

. Responsible for providing various levels of support for online login

accounts, reports and website navigation.

MISHAUNTI L. JARRETT Page 2

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3M HEALTH INFORMATION SYSTEMS, INC - Silver Spring, MD - 2008 to 2008

Associate Client Support Analyst

Joined Client Support Center that provides technical, software and

hardware support to more than 5,000 customers. Serves as first point of

contact in responding to customer inquires (via telephone and email).

Ensures the highest level of customer satisfaction by a commitment to

timely resolution of all requests for client support and provides service

exceeding Service Level Objectives.

. Provided accurate and creative solutions to technical issues.

. Researched, resolved and responded to questions received internally or

externally in a timely matter.

. Developed business and technical writing skills, prepared internal and

external documentation as necessary.

AMERICAN UNIVERSITY - Washington, DC - 2001 to 2007

Help Desk Analyst

Joined Customer Services & Support Division that provides computer

support for the AU community. Serves as first point of contact in

responding to customer inquires (via telephone, e-mail and internet).

Consults with clients, troubleshoots networking problems and coordinates

with technical support, networking and other staff to ensure that a

reliable and usable computer environment is maintained.

Actively involved in staff training and development; trains new hires.

Updated training materials.

. Analyzed and resolved computer and network-related problems reported

by AU students, faculty, and staff. As Help Desk Analyst, provided

exemplary customer service and responded to inquiries in an

intelligent and expeditious manner.

. Administered network resources by maintaining all computer accounts

through configuring access privileges, rights, profiles and scripts.

COMTEX NEWS NETWORK, INC. - Alexandria, VA - 2000 to 2001

Client Services Specialist

Joined Customer Service Group for full-service, business-to-business

infomediary that assimilates and redistributes real-time global news and

information to Internet, Wall Street and corporate reseller markets.

Served as first point of contact in responding to resellers' inquiries

(via e-mail and telephone). Conversed with clients, troubleshooted

problems and contacted appropriate department for further resolution when

necessary. Acted as liaison between customer and internal departments.

Leadership activities included acting as department's team

leader/liaison, facilitating departmental workflow processes, setting up

customers who received Comtex content via FTP and coordinating setup of

customers who received data via leased line or frame relay

telecommunication avenues.

Actively involved in staff training and development; trained 4

colleagues. Authored training materials.

. Played role in improving department's knowledge and productivity

level, especially among newly hired staff. As Team Leader, provided

critical staff support.

. Provided exemplary customer service and responded to inquiries in an

intelligent and expeditious manner.

. Appointed to Standard Operating Procedure Team charged with

documenting procedures to define inter-departmental roles for

repetitive activities and crisis-related activities.

COMPUTER PROFICIENCIES

MS Office Suite ... Windows 2000/NT/XP/Vista ... Novell Active

Directory Lotus Notes/Sametime ...Webex

Datatel...Blackboard Clientele...Trackit...Remedy

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