Customer Service Technical Support

Mona S

Mona S. Ibrahim

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

Education

The George Washington University, Washington, DC

B.B.A., Information SystemsMay 1998

Coursework: Management Information Systems, Introduction to Structured Programming, Structured Development with CASE, Database Design and Applications, Fundamentals of Organizational Behavior, Strategic Management, Human Organizational Behavior, Production Operations

Sample Class ProjectFocused on database design and development, which kept a record of specific employee. Part of the project was to participate in-group presentations to exhibit knowledge and implementation of database design. Researched world wide web, gopher channels for class projects, to bring the world of Internet to the learning environment

Computer SkillsCompetent in the use of Apple Macintosh and IBM PCsHigh Proficient Skills of WordPerfect 7.0, Windows, Turbo Pascal 7.0, Internet Services, Visual Basic

Work Experience

CAIS Internet, McLean, VA

Network Operations Center Technician, May 1998 to December 1998

Monitoring the entire network, network servers and client connectionsTrouble-shoot connection problems in a timely manner for all customers and escalate issues as needed to achieve the highest customer satisfaction levelSupport all other internal departmentsAssist in the maintenance of accurate data in customer database and monitoring systemMonitor access to restricted areas (Colo-room, node-room and offices)Run cables as needed for internal and external usage

CAIS Internet, McLean, VA

Technical Support Administrator, November 1997 to May 1998

Perform quality customer service to customer inquiring about their account Provide technical support by setting up Dial-up accounts which include password files, and mail directoriesMaintain a log of customer calls and problems

The George Washington University, Admissions Office, Washington, DC

Information Assistant, September 1995 to March 1998

Assist in gathering and maintaining transfer credits for continuing students Reply to inquires about the University services and programs Assist with the recruitment of prospective freshmen and transfer students Participate in Total Quality Management Training (TQM)

Information Concepts, Inc.,Washington, DC

Internship, December 1996 to August 1997

Edited a software documentation project for a User s Guide Manual Conducted program testing for recently developed programs

ActivitiesPresident of Alpha Kappa Alpha Sorority, Inc., Mu Delta Chapter,

The George Washington University Newsletter Coordinator and Treasurer of Alpha Kappa Alpha Sorority Inc.,

Mu Delta Chapter, The George Washington University Regional Zone Academic Excellence Chairperson for N.S.B.E. Volunteered at the 53rd Presidential Inaugural Gala Volunteer at House of Ruth for battered and abused women

References Upon Request

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