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Customer Service Manager

Charlotte, North Carolina, United States
January 17, 2018

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August ****


My name is Myra Alvarez. I am a new resident in Charlotte, NC. With 28 years in the IT field, I am interested in finding an IT position where I can utilize my training and IT Support skills, and improve my knowledge of any new IT programs, projects or devices.

I ask that you please review my resume and consider me as your employee.


Myra Alvarez

Charlotte, NC 28278




Intelligent, dependable and highly motivated candidate seeking a continued, challenging IT career.


A.A.S. in Computer Operations (2001)


July 2017 – now Lowes Corporate Office Mooresville, NC

Manager: Tim Thomas, 704-***-****, Title: IT Security Administrator – Contractor

Responsibilities: Using Remedy ticket system to pull requests for new and transfer Mass Hire and Individual users in the Mooresville, NC, Albuquerque, NM, Wilkesboro, NC and Indianapolis, IN offices. to create/unlock accounts, assign/reset passwords, assign/update fax numbers, and provide mainframe access, shared drive and folder access based on their role, in the Active Directory and in applications such as Mainframe, UNIX, Siebel, InfoCenter, Avaya CMS, Service Bench, and Faxcom. Also creating Remedy tickets based on email requests. In addition, updating and keeping team and manager abreast of any unresolved user or application issues.

IT Specialist (August 1988 – August 2016)

U.S. Dept. of Housing & Urban Development (26 Federal Plaza, Rm. 35-118 New York, NY 10278)

IT Specialist – Overseen the New York and Newark Offices consisting of over 300 users, being responsible for Hardware and software administration and maintenance, Network support and being the Point of Contact. In addition, supported and troubleshoot network issues including cable management, Ethernet switch, workstations and Ethernet cabling, assisted Telework users with HUDMobile/VPN login and created/modified Distribution Lists in Outlook’s Global Address Book.

MS Office 2010 Instructor – Set up training class sessions and invitations via SharePoint, conducted classes in Microsoft Office 2010 and Office 365 in person and via Live Meeting/Communicator, as well as create/distribute Reference Guides. Created outlines on various applications based on Management requests and/or software upgrades.

Help Desk – Monitored the CA Service Desk Manager Help Desk system and troubleshoot issues such as Printing, MS Office, Loaner Equipment, Software installation requests at user’s desk or via Remote Access, Ink Cartridge replacements, Network connectivity error, PC/Printer/Scanner setup or move, issuing PIVcards readers for Telework users, and Outlook mailbox/mailing group requests. In addition, utilizing the CHAMP system to create New User/Modify/HUGONE requests for users entering on board (creating an H# or C# account, email address and Network drive access), and transfer offices or agency departures.

Video Conference Coordinator – Scheduled video conferences for multiple offices, sent out invites to attendees, reserved conference rooms, and VTC video equipment through the Outlook and SharePoint calendar.

Event Coordinator – Designed and printed pamphlets, flyers, certificates, name tents, checks, and posters using MS Word or MS Publisher for events such as Black History, Women’s History, Hispanic Heritage, Disability Awareness, Administrative Professionals Day, etc.; Ensured room, seating and equipment is available and set up prior to event; Researched facts and guest speakers.

Inventory Coordinator – Kept inventory of user’s equipment and loaner equipment such as laptops, projectors, cameras, wireless mice, mobile hotspot, Aircards and ink cartridges.

Hardware/Software Coordinator (including upgrading and maintenance) - Created a spreadsheet with a list of all users scheduled for upgrades along with their location and date of PC Upgrade, along with a map to show location of users so the Contractors can identify the users easily when retrieving and replacing their equipment.

Geographical Information Mapping Systems ( GIS ) - Worked with GIS ( Geographical information systems ) including ArcGIS Desktop v10.0 and v10.1., ArcGIS online, creating standalone and interactive maps using internal administrative data as well as external data sources including RESTful, SOAP, and WSDL.


Outstanding Oral and Written Communication, Problem Solving, Organization, Training, Customer Service, Innovative Teamwork, and Planning and Organizing skills.

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