Customer Service Management
Resume:
Ferris Edwards
Lawrenceville, GA 30044
Phone: 404-***-****
Email: **********@*****.***
SUMMARY:
Helpdesk Specialist with a strong background in administrative operations:
PROFESSIONAL EXPERIENCE:
Prosys Information Systems 10/2014 – Present
Norcross, GA Integration Technician
Provides leadership, staff development, and instructional support
Collaborates with appropriate instructional and technical staff to support, manage, optimize the use of instructional software, and network resources to support quality teaching and learning
Works independently and collaboratively with collegues
Enhances knowledge of new computer, video, communication, web-based technologies
Demonstrates the ability to effectively educate/mentor technology users.
Validates effective time management, organizational skills, and prioritization of work to meet the needs of the users
Installs images on laptops, Ipads, tablets, plasmas, desktop computers
Builds laptops, and desktop computers
Configures and installs AT&T server racks
Small Business Administration 10/2013 – Present
Atlanta, GA Program Support Specialist
Provides support and helps in arrangements for meetings, conferences, etc.
Records meeting minutes for conferences and meetings
Supports the administrative staff for the Office of Disaster Assistance
Assists and networks with the Administrator of the Office of Disaster Assistance with computer support
Consolidated Analyzed Centers Inc, CACI, ELC 04/2008 – 12/2009
Baltimore, MD Business System Analyst
Edited, updated and published maintenance procedure cards (MPC)
Provided support and assists in arrangements for meetings, conferences, etc.
Records meeting minutes for conferences and meetings
Maintained data input in the HM&E database
Prepared memorandums/correspondences and messages
Experienced with MS Word, excel and adobe (PDF) formats
Created files for all messages released on amendments and revisions to PMS Manuals
Tracked and maintained travel requests for Coast Guard conferences and meetings
Able to accurately type 40+ wpm
United States Coast Guard 05/2006 – 04/2008
Arlington, VA
Was the Windows NT Network Administrator
Responsible for monitoring and maintenance of 500 node Ethernet Network
Provided Help Desk Support for 350 Users
Required to research new software and hardware to meet National Pollution Funds Center needs
Evaluated and purchased replacement File Servers
Designed the new National Pollution Fund Center Network
United States Coast Guard 02/1997 – 05/2006
Baltimore, MD
Managed a 3000 node FDDI/Ethernet Network
Installed and configured Network Management Suite to monitor over 200 Ethernet segments
Identified over utilized Ethernet segments allowing the team to resolve network slow downs
Have experienced configuring and managing Microsoft’s Proxy Server, DHCP Server, DNS Server, and WINS Server
Monitored Internet usage of all U.S. Coast Guard HQ users
Generated reports on top sites visited and unauthorized sites visited. Interpreted and enforced Commandants policy on Internet usage
Responsible for disaster recovery of all LAN and WAN routers
Performed firmware upgrades on all network switches
Became Unix/Windows NT Administrator
Responsible for daily system management for a network of 30 Sun and X-terminal workstations
Added new users, daily backups, adding of printers, workstations and other hardware
Maintained and created help desk schedules
Provided Help Desk support for 2500 users
Worked for the Systems Management Branch and received the Coast Guard Achievement Medal for my work on the Windows NT transition project
Provided effective and efficient administrative management operation of assigned laboratories including travel management, payment analysis, and personnel issues
Performed clerical level work in support of personnel action processing function
Prepared general clerical correspondence services such as recurring reports, technical material, graphs/charts, and office forms.
Edited materials for grammar, punctuation, spelling and clarity of expression
Typed 40+ wpm
Managed and maintained over 300 personnel records
Audited and approved weekly pay related issues
Provided effective and efficient administrative assistance to operation of assignments, including travel management, payment analysis, and personnel issues
Have over ten years of Administrative experience
Knowledgeable in correspondence, reports, and complex office automation duties requiring different approaches/methods from assignment to assignment
Skilled in using the Microsoft Office package of software, specifically experiencing in using programs such as Micrisoft (MS) Word, MS Excel, MS Outlook, MS Power Point, and MS Access to maintain the corporate database
Effective oral communication skills an advised supervisor of important office issues during his/her absence
Provided follow-up on action items with members independently
Received all calls and visitors at the customer service desk and directed them where to go or whom to talk to for further information
Expertise in personnel action functions and pay issues
Prepares and completes transactions through the United States Coast Guard Direct Access Database and Travel Database (Tpax)
Controlled suspense items by maintaining record of receipt, personnel records, assignments to individuals, and tickler file for follow-up
Provided routine advice, guidance and assistance to employees, supervisors, enlisted and retired personnel
Maintained calendar and general scheduling along with clerical services for the Commanding Officer and Deputy
Provided expertise knowledge in reassignments for enlisted personnel and officers
Reviewed incoming mail for distribution to immediate office members, routinely sends addressed items, and all mail directly to individuals and units attached to the command
Interpreted administrative policies and procedures to ensure compliance with regulations
Edited and prepares correspondences/materials for grammar, punctuation, and spelling
Processed/tracked awards for 300 personnel
Maintained, filed and tracked officer evaluation reports (OERS) for officers
EDUCATION
ITT Technical Institute, Bessemer, AL/Deluth, GA – 2010-Present
Associates Degree – Computer Systems Network
Bachelors Degree – Project Management Information Technology (PMIT)
SPECIALIZED TRAINING
Realibility Centered Maintenance Level 1 Certified
USCG Travel System Database (T-PAX)
USCG Central Database (Direct Access)
Health Promotion Coordinator Course, December 2004,
Leadership and Management Course, April 2002
Microsoft Outlook, MS Word, MS Excel, MS Power Point, and MS Access
Diversity Summit, March 1999
CERTIFICATES/AWARDS/OTHER HONORS
Coast Guard Commendation Medal
Coast Guard Achievement Medal
Commandant’s Letter of Commendation
Coast Guard Good Conduct Medal
References upon Request
Contact this candidate