Customer Service Data Analyst

Frances Marie Bergmann

Shady Side, MD ***** ***************@*****.*** 301-***-****

** SR. ADMINISTRATIVE SUPPORT **

A Vice-President of a Fortune-500 aerospace company presented me with a peer award that stated, “Frances Bergmann is the kind of human being who radiates good feelings and draws those around her into her aura of good will. Not only does she care about performing her job exceptionally well, but she also looks out for her fellow team members.”

Produces innovative solutions to business problems. Quick learner. Very organized, prioritizes work and multitasks. Flexible and fills in as needed. Very detailed oriented and cost efficient. Meets deadlines. Competencies include:

Records daily statistics

Customer service

Resolves customer issues

Administrative support

Community outreach

Travel planning

Human resources

Expense record keeping

Long-term relationships

AREAS OF EXPERTISE

Satellite Operations Support

Recovered from hardware failures that caused lost or corrupted satellite data by supporting the data analyst team in the recovery of that data from backup archives.

Met bi-weekly, via telecom, with representatives of 9 data centers and 15+ members of a NASA User Services Working Group in order to determine what outreach materials and services would be delivered to a 1,000+ community of scientists. Operational issues and any recent news were also discussed.

Dramatically increased the outreach to the public by testing and replacing a web’s “unfriendly ordering interface” with a “user friendly interface” that eased access for the user community to obtain scientific data for school projects and topical current issues

Customer Service / Marketing Outreach

Supported a user community of more than a 1,000 scientists by providing assistance with earth science data set selection (e.g., with or without cloud cover, vegetation, etc.), ordering, and delivery of satellite data products.

Increased public awareness of NASA’s impact and benefits to the public by conducting demonstrations and tours of the GSFC DAAC

Developed multimedia of products and services such as CDs, DVDs, brochures, flyers and posters for public release to educate the user community of NASA’s available services and products.

Compiled daily, monthly, and other periodic publications for the customer and Data Support Team leads regarding data user and data distribution metrics.

Event Planning / Travel Support

Saved money, upgraded accommodations, improved staff morale, and increased productivity by being proactive and planning far in advance for travel to distant events, conferences, etc.

Organized conference, such as ordering booth space, gathering of supplies to be sent and arranging transport to and from conferences, both foreign and domestic.

Frances Marie Bergmann Page 2 of 2

Satellite Operations Support

Recovered from hardware failures that caused lost or corrupted satellite data by supporting the data analyst team in the recovery of that data from backup archives.

Met bi-weekly, via telecom, with representatives of 9 data centers and 15+ members of a NASA User Services Working Group in order to determine what outreach materials and services would be delivered to a 1,000+ community of scientists. Operational issues and any recent news were also discussed.

Dramatically increased the outreach to the public by testing and replacing a web’s “unfriendly ordering interface” with a “user friendly interface” that eased access for the user community to obtain scientific data for school projects and topical current issues

EMPLOYMENT

K-mart Edgewater, Md

Cashier 11/2013 - 02/2014

Layout Associate 02/2014 - 06/2014

Customer Support Lead 06/2014 – 12/2014

Front End Supervisor 12/2014 - Present

This position I am in charge of all cashier’s and customer service desk. I help with the scheduling of employees, also in charge of getting our customer service statistics and improving them. I help with the training of cashiers and services desk associates.

Customer Support Lead Supporting NASA, Goddard Space Flight Center 12/1993 – 08/2013

MODIS MODAPS Contract

- Sigma Space Corporation 08/2009 – 08/2013

- SAIC 02/2006 – 07/2009

GES DAAC Contract

- Science Systems Application Inc. 12/2000 – 02/2006

- Raytheon 12/1993 – 12/2000

AWARDS

Peer Award NASA / Raytheon Distributive Active Archive Center 2000

Team Achievement Award NASA / Raytheon / TRMM Support 1998

Productivity Group Award NASA / DAAC Team 1996

Group Achievement Award NASA / DAAC Team 1995

Group Achievement Award NASA / Climate and Land Data System 1992

Peer Award NASA / SAR Operations and Development Team 1990

EDUCATION / CERTIFICATIONS

Certificate Manage and Organize Helpdesk/User Support Learning Tree, Washington, DC

Certificate MS Office Applications Learning Tree, Washington, DC

Certificate Business/Technical Writing Learning Tree, Washington, DC

Certificate UNIX (Basics and Advanced: Grep, Sed, Awk) Sun Education, Columbia, MD

Certificate Oracle SQLPlus Sun Education, Columbia, MD

H.S. Graduate Business Studies Southern High School, Harwood, MD

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