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Customer Service Representative

Miramar, FL
October 22, 2018

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Octavias C. Daniels

**** ** ***** *** ● Miramar, FL 33027 ● 754-***-**** LinkedIn: EDUCATION

FLORIDA AGRICULTURAL & MECHANICAL UNIVERSITY Tallahassee, Florida Bachelor of Science in Political Science, Minor in English December 2012 BROWARD COLLEGE Davie, Florida

Network Systems Technology Present

Curriculum Highlights: CompTIA A+, CompTIA Linux+, CompTIA Network+, CompTIA Security+, Cloud Essentials, MS Server 2012

CLEARANCE AND CERTIFICATIONS Top Secret/ SCI (Pending/Interim) and Secret (Active) FEMA ICS-100, ICS 700.b and CompTIA A+


TECH SUPPORT ANALYST (INTERN) Fort Lauderdale, Florida City of Fort Lauderdale Information Technology Services August 2018 – Present

Provide on-site support for deployment and security remediation functions

Provide desktop, application and network application incident resolution

Process high volume user mass request using tools like TrackIT, KACE, Meraki, and Lan Sweeper

Level-2 production support including high volume calls

Installing and configuring Cisco VOIP, Ipad, and Iphone deployment

Installing email through Ipads and adding users computer’s to local domain

Installing network printers and printers via usb ASSISTANT OPERATIONS OFFICER (1st Lieutenant) Doral, Florida 2500 Military Intelligence Group, United States Army Reserve June 2018 - Present

Assisting administrative, operational, personnel, financial, and Human Resource aspects for Army Retention / Recruiting Battalion

Assisting a 112-member team in terms of performance, compensation, travel, hiring and dismissal, benefits, and retirement account management.

PLATOON LEADER (1st Lieutenant) Tallahassee, Florida United States Florida Army National Guard September 2012- May 2018

Successfully provided a maintenance logistic bay layout plan that decreased our logistic wait time by 5%

Changed the evaluation structure of leadership for optimal performance as the manager of a 75 member team

Increased organizational productivity by 10% by emphasizing product care over $12 million worth of construction equipment, tools, and vehicles

HOME LOAN PROCESSOR/LOAN SERVICE CLERK Tallahassee, Florida Envision Credit Union November 2015- June 2017

Reduced call time by 10% by coordinating every phase involved with loan closing, recording, and deliverables

Improved the imputation process which involved loan information systems for underwriting, document preparation, post-closing, and auditing

CUSTOMER SERVICE REPRESENTATIVE Tallahassee, Florida Preferred Managing Agency August 2012- September 2014

Decreased customer call wait time by 10% through detail oriented goal setting

Produced excellent counseling to insurance agents on their client’s options for financial payment plans

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