Experienced

EMILY F. HEYWARD

Summerville, SC *****

Cell: 843-***-****

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

SUMMARY

Over 10 years of work experience in the Customer Service field. Reliable and driven, team player looking to maintain a reputable relationship within the company.

SKILLS

Knowledge of executive leadership and management theories and techniques, principles, methods, or tools for developing and managing operations of a program.

Apply qualitative/quantitative methods for assessment of program effectiveness.

Knowledge of methodologies, procedures, analytical techniques, and internal control reviews.

Skills in analyzing various information/problems and presenting findings and recommendations.

Ability to apply effective project management and work on a team, whether as a team member or leader, to accomplish project objectives and goals. People Management.

Worked with PKI on personal computers, involving certificates, CAC readers and secured sites access

Administrative duties

EXPERIENCE

BAE

Summerville, SC

Service Order Dispatcher 10/2016 to Current

Schedule and coordinate all corrective and preventative maintenance tickets/issues.

Determine the most efficient travel methods and patterns for each technician to visit multiple sites; review schedules daily to reduce travel time and costs; be in contact with maintenance technicians multiple times during each week for status updates.

Customer service

PROSOFT

North Charleston, SC

Integrated Service Center Tier II/III 04/2010 to 12/2016

Provides basic level II/III telephone support to end-user community on hardware, software and network related problems, questions, and use.

Walks the user through a series of steps to determine problem and classify level, priority and nature of the problem.

If unable to diagnose problem and/or problem requires physical interaction with end user dispatches field engineers from appropriate team.

Ensures problem ownership and promotes end-user satisfaction.

Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.

Communicates with the project manager or program manager on a daily basis, also respond to all oral and written requests.

SPAWAR

SMS, Government Contractor 08/2015 to 12/2015

SSC LANT Network Security-HBSS by performing troubleshooting and maintenance on the SPAWAR RDT&E net ProSoft (Government Contractor at Spawar).

SYSTEMS APPLICATIONS & SOLUTNS

Charleston, SC

Security Monitor 01/2006 to 04/2010

Schedule and coordinate all corrective and preventative maintenance tickets/issues.

Determine the most efficient travel methods and patterns for each technician to visit multiple sites; review schedules daily to reduce travel time and costs; be in contact with maintenance technicians multiple times during each week for status updates.

Customer service, Responsible for the safety and security of over 2,500 Civil Servants and Government employees.

Provided clerical and administrative duties including filing, and office communications.

Trained security personnel, & maintained security-monitoring systems CCTV, Internal/Perimeter Electronic Sensors, and Communication links.

Knowledge of physical security concepts, codes and regulations.

Operating and monitoring the Remote Alarm Monitor Events Terminal, the Graphic Acknowledgement Subsystem, Sensitive Compartment Information Facility (SCIF), Fire Alarm Monitor, Silent Knight Digital Alarm Receiver, Sony Video Monitors, forty-four cameras, Panasonic Quiet Printer (all events).

EDUCATION AND TRAINING

MA: HUMAN RESOURCE DEVELOPMENT May 2011

Webster University

BACHELOR OF ARTS: SOCIAL SCIENCE April 2005

Allen University, Columbia, SC

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