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Service Customer

Myrtle Beach, South Carolina, United States
November 09, 2018

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Jacquelyn Cox

**** ***** ***** *****

Conway, SC 29526


Summary of Qualifications

As a Service Desk Supervisor, I have over 15 years of experience in management, computer systems, budget/financial, marketing, and customer service. I am proficient in the Microsoft suite of products and have experience with schedule management, electronic mail systems and organizing, retrieving, acquiring and maintaining information. I am a Subject Matter Expert for The VACO Service Desk, as well as document preparation, restoration, digitization, quality control and assurance, well-versed in document classification and declassification. I am dependable, able to work in a fast-paced environment and driven to meet individual and team performance goals as defined by management.

Professional Experience

Contractor with the Department of Veterans Affairs –National Service Desk-VACO

ASM Research, Falling Waters, WV

September 16, 2017 – March 27, 2018 – Service Desk Supervisor

April 27, 2016 – September 15, 2017 – Senior IT Service Desk Technician – Trainer/Mentor

Adams Communication & Engineering Technology, Falling Waters, WV

February 27, 2015 – April, 26, 2016 – Senior IT Service Desk Technician – Trainer/Mentor

Intratek Computer Inc., Falling Waters, WV

October 23, 2012 - February 26, 2015 – IT Service Desk Technician


Support VA Central Office personnel on the Enterprise Service Desk

Overseeing the Service Desk Analysts by providing training and administrative support

Monitor the Service Desk Technicians calls through the Cisco Unified Intelligence Center software

Perform problem analysis, troubleshooting & resolution of various issues as needed

Monitor multiple group chats to answer questions and assist with any issues

Monitor call queues for spikes in call volume to move technicians into queues as needed

Trainer and Mentor- Since February 2015, I have been responsible for training new Service Desk

Technicians on the ITIL processes of Request Management and Incident Management, along with the

ticketing system and service desk procedures. This in-depth training consists on average of 4 weeks of

on-the-job training with the new technician and providing management feedback on trainee

performance and recommendation of the trainee becoming qualified staff for the helpdesk.

Provide excellent customer support - working on a National Service Desk call center with a large call

volume averaging over 30 calls per technician per day, with our main customer base being the Office

of the Secretary of the Department of Veterans Affairs. I utilize my Request Management skills and

communicate regularly with Incident Management. I have been recognized by my customers

numerous times for my tenacity and professionalism.

Troubleshoot Hardware, Software and Network issues - I have become a senior technician in troubleshooting hardware, software, and network/security issues.

Operating systems- Proficient in Windows 7, IPv4 connection technologies, PKI, 2 factor authentication, CA Service Ticketing System (SDM), Remote Access, Remote Desktop and all MS Office products.

Citibank, Hagerstown, MD

November 2011 – March 2012 - Customer Service Representative

Answer inbound calls from branch network customers in large call center while maintaining a high level of professionalism

Assist customers to resolve issues concerning their account within federal and company guidelines

Document all customer contact including address changes and processing financial adjustments to customer accounts

Contractor with the Federal Bureau of Investigation

Visionary Integration Professionals, Winchester, VA

December 2008 – March 2010 - Project Manager

October 2008 – December 2008 – Business Analyst III (Team Lead)

As primary contact between contract team and bureau personnel, I supervised a team of 26 Business Analysts (including subcontractors) on a DOJ Contract at the FBI/RMD (Records Management Division) as they performed Document Preparation, Scan, and MQA to meet Bureau Standards. As a Team Lead for the DocLab project, responsibilities include training team members in Document Prep, Scan, and MQA procedures, while maintaining production expectations.

Oversee training of new employees in procedures and policies

Ensure production levels are met and implement new strategies for improving efficiency

Maintain databases to track production metrics for team and report findings to Program Manager as well as Bureau Unit Chief

Monitor attendance and PTO requests from Business Analysts to insure a steady workflow

Attend meetings and report minutes to staff

Millican & Associates, Inc., Fort Lauderdale, FL.

February 2007 – October 2008 – Lead Research Analyst

September 2006 – February 2007 – Research Analyst

As a Lead Research Analyst/Research Analyst with the National Name Check Division, I review cases processed by team of Research Analysts, give instructions for any necessary corrections, one-on-one training, and maintain spreadsheets. Provide research, analytical, and reporting services for authorized organizations. Access and research files in a variety of media, apply policy guidance and sound judgment to summarize and report findings from available and appropriate information within legal and policy constraints. Possess the ability to work with a variety of computer systems, communicate and work cooperatively with others, understand and comply with provided training and guidance, review and edit/summarize written documents generated by others, relate all facts accurately and with high quality standards, and maintain meticulous records and logs.

Contractor with the Naval Criminal Investigative Service

Information Manufacturing Corporation, Rocket Center, WV

2005 –September 2006 – Intelligence Production Specialist Team Lead (NCIS)

2004 – 2005 – Intelligence Production Specialist – Information Manufacturing Corp.

December 1998 – 2004 – Conversion Worker – Information Manufacturing Corp.

Responsibilities: Manage and direct the operational and functional activities of the Scanning Support Team in support of Naval Criminal Investigative Services. Coordinate and maintain key internal relationships and provide leadership to the team members to include negotiating successful resolutions to problems and concerns; educating customers about procurement processes and technology; provide quality assessments for data scanned; being well versed in the use and functionality of all software products; develop expertise in applying the features of the scanning hardware and related resources to satisfy government client requirements; direct the overall implementation of medium to large-scale scanning projects; create timetable including delivery dates for process analysis, system configuration, training, project meetings, data conversions/interfaces and other project deliverables or milestones. Perform various phases of document conversion to meet the requirements set forth by clients, such as: Inventory, Doc Prep, Scanning, Indexing, Quality Control, and Quality Assurance.

Certifications: ITIL Training through The Department of Veteran’s Affairs Talent Management System

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