Service Help Desk
Resume:
Henry Mitchell
***th Street
Newport News
*******@*****.***
Proprietary Systems Specialist
Experienced professional with keen focus on client relationship management. Utilizes excellent interpersonal and communication skills to deliver impeccable service while thriving in challenging operational environments.
Skills
● Active Secret Clearance
● Certified, Help Desk Institute Support Center Analyst
● Proficient in Microsoft Office, including Excel and PowerPoint
● Subject Matter Expert in Department of Defense Travel System and travel policy
• Strong background in commercial reservation systems SABRE and Worldspan
• Customer Relationship Management
• Commercial and Government Travel
• Office Management
• Financial and Budget Analysis
Experience
CACI, Chesapeake VA 2009- Present
Proprietary Systems Specialist
● Provide technical support via inbound calls and help desk tickets to Depart of Defense travelers
● Monitor calls and service requests to ensure service level agreements are met
● Analyze interfaces between commercial travel and government systems
● Assist users of the Defense Travel System with processing electronic travel authorizations and reimbursements
● Identify, document and test software issues after major software releases
● Analyze soft launches in test and production environments to verify requirements
● Resolved over 25,000 service requests with a 70% first call resolution
● Complete project tasks according to service and operational level agreements Experience
CACI, Chesapeake VA 2009- Present
Henry Mitchell
739 17th Street
Newport News,Virginia 23607
*******@*****.***
● Participate in process improvement initiatives for service delivery and operational management of a call center through the CMMI-SVC framework
● Adhere to the Internal Standards Organization (ISO) certifications 9001, 20000, and 270001 CI Travel NASA, Norfolk VA 2000 - 2009
Senior Travel Counselor
● Resolved customer inquiries related to domestic and international travel
● Reconciled centrally billed and individual charge card accounts
● Effectively adapted to changing requirements for DoD travelers
● Issued electronic airline tickets, managed cancellations and reroutes, and special requests
● Handled sensitive and proprietary company data with zero discrepancies Education
Hampton Institute
Sociology/Political Science
Hampton, VA (1980-1984)
College of Hampton Roads
Basic Accounting Principles
Help Desk Institute
Support Center Analyst (2013)
2
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