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Customer Service Data Entry

Fort Washington, Maryland, United States
February 16, 2019

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**** ****** **** #**

Fort Washington, MD 20744~4686



OBJECTIVE Technical and Soft Skills. Experienced in providing tier 1 and tier 2 support to the clients and providing prompt service with minimum cases of escalation to higher level. Efficient in network design and implementation for varied business requirements and multiple sites.

EXPERIENCE University of Maryland’s Medical System of Baltimore, MD August 2002 – November 2018

As Network Technician II, I install and maintain LAN/WAN/MAN hardware and software technologies. I configure and install routers and switches in accordance with company standards. I work in conjunction with Network Engineers to support company-wide communication needs. I troubleshoot network usage and peripheral equipment issues, support help desk and Network Control Analysts, resolve connectivity issues, and maintain data and telecommunication connections. I possess the expertise with various products such as Cisco and Nortel, and hardware firewall solutions. I also possess significant knowledge and experience with Protocols and pipeline management, Wireless Networking Concepts, understanding Network Client Configuration, understanding Networking Protocols: TCP/IP and VPN, imaging and deploying PCs. I have a working knowledge of various software applications, including Microsoft Packages, e.g., Windows, Word for Windows, Excel, Access and EPIC interface frontend and backend printing. I have excellent written and oral communication skills, as well as strong Customer Service skills.

Wireless Networking Concepts

Excellent written and oral communication skills

Understand Network Client Configuration

Understand Networking Protocols: TCP/IP and VPN

Experience imaging and deploying PCs

Strong Customer Service skills

Ticket Tracking System Magic

Ticket Tracking System Cherwell

Uses, protects, and discloses protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act

(HIPAA) standards

Zebra Printers, HP/ Dell LaserJet Printers, Copiers/Fax

Honeywell Hand Held Devices

Provide onsite/offsite Tier 2 computer deployment assistance and coordination

Support Maas360 Mail Exchange

Microsoft Windows OS 7/10 – Microsoft Office 2010/2013 and 2016

Contacts user about the problem and schedules problem resolution.

Resolves problem or verifies resolution status with outside or contract vendor.

Updates CSD system with problem resolution and follows up with user.

Ensures proper ticket communication protocol including announcing arrival, work performed, status and departure.


Holy Comforter – St. Cyprian Federal Credit Union – Washington, DC {Closed} March 2009 – September 2016

As President and Chief Financial Officer of the Holy Comforter - St. Cyprian Faith Base Federal Credit Union. As Chief Financial Officer of the Federal Credit Union, I manage the entire operating aspects of the Credit Union, which includes 500 members and 75 General Leger’s accounts, and making certain that the Credit Union complies with all financial reporting requirements and compliance with annual financial audits. Attended Federal Credit Union meetings and workshops and continues training on various applications such as Fed Cop Financial software. EDUCATION PTC Career Institute - Washington, DC {Closed} Completion and Certified as a Data Entry Specialist I have continuous training requirements for my current position as a Network Technician

Archdiocese Verdes Training yearly to work with Youth COMMUNICATION Excellent communication • Time management skills • Training and development • Excellent with kids • Client-focused • Financial records and processing • Quick learner • Microsoft Office • Computer proficient • Ability to work additional hours including on- call hours • Ability to conduct basic one-on-one training sessions REFERENCES Mary M McPherson

Vice President

Holy Comforter-St. Cyprian FCU



Frank Sohrabi

DHH Network Administrator



Kimberla R Dodd

Dodd Consulting Services, LLC



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