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Customer Service Data Entry

Prince Frederick, MD
March 31, 2019

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Bilingual I.T Professional

**** ******* ** ********** *****, Maryland 20732 443-***-****


To obtain a position in a Technical role that will allow me the opportunity to utilize my technical, critical thinking, problem-solving, and customer service abilities


CAPITAL CITY PUBLIC CHARTER SCHOOL September 2014-January 2019 School Information Systems Associate

•Supported staff in accessing SIS data

•Performed regularly scheduled data checks and identified data errors

•Corrected data errors or managed a process for data corrections, as appropriate

•Created custom reports using Salesforce – used these reports to problem solve and reconcile data errors or inconsistencies

•Managed SIS data migration processes, with IT support (including but not limited to: Jump Rope, Info Snap, PowerSchool, and Rediker

•Supported the Registrar in data management and auditing of student documents

•Reviewed system permissions and layouts, providing expertise as needed, and implemented required changes

•Amended database architecture per project plans

•Identified opportunities for system enhancements and developed recommendations

•Helped plan and implement professional development on SIS procedures and tools for administrative and instructional staff, including training for teachers related to attendance, and behavior documentation in the databases

•Provided technical support to users such as teachers and administrators, and logged help tickets to Spiceworks

•Supported staff in setting up classes and schedules, including testing all system interfaces to be used by teachers

•Coordinated meetings including, scheduling, developing agendas and materials

•Conceptualized presentations using PowerPoint for use during yearly office meetings

•Established and maintained office filing systems and accurately filed and retrieved individual records

•Worked cooperatively and interacted positively with co-workers and staff, exercising courtesy, and discretion

•Compiled and summarized oral or written information to state or write a brief summary of important facts

•Used a web content management platform to create and update website content (e.g., Rediker Admissions Plus)

•Created and tested Admissions forms yearly for new and returning students using a web content management platform

•Handled multiple projects remotely

•Processed attendance for office managers in their absences

•Updated absences in the school information database

•Served as the second point of contact for outside vendors that provided S.I.S services

CAPITAL CITY PUBLIC CHARTER SCHOOL January 2014-August2014 Helpdesk

•Created and deactivated user accounts in School Force and Jump Rope system

•Reset user passwords for School Force and Jump Rope system

•Entered final assignments in teachers Jump Rope accounts

•Manually entered final grades for Middle and High school teachers

•Generated progress reports for Elementary, Middle and High school students and teacher

•Changed toners and waste toners for Canon Color printers

•Stocked printers with enough paper for daily use of staff

•Imaged Macintosh laptops using Deploy Studio

•Tracked inventory using Solar Winds Web Helpdesk

•Used Active Directory to set up class description in student’s accounts

•Performed OS and software updates as necessary

•Provided updates/status and completion information to users

IFC/WORLD BANK May 2013- December2013 Deployment Technician

•Verified that files were backed up and restored successfully to client’s new PC

•Replaced hard drives on PC ‘s that needed re-imaging

•Upgraded Windows Vista users into Windows 7, and installed required applications for clients

•Quality Assurance of PC’s before deployment

•Assembled and verified network connectivity of the PC’s to ensure a successful Deployment for users

•Wiped hard drives to remove users’ data

•Configured Cisco IP Communicator

•Replication and sync of user’s contacts in Lotus Notes

•Closed work orders using Remedy ticketing system

•Performed multiple projects at the same time

NASA April 3, 2013-April 12, 2013 PC Tech

•Transported 412 NASA users’ PC’s safely, and swiftly to ensure that all users were successfully moved from one floor of the facility to the other.

•Mapped 370 XP and Windows 7 users to local network printers to ensure all users were successfully set up with local printers throughout the facility.

•Assembled 370 PC computers to guarantee all users’ PC’s were correct, neatly, and professionally set up and immediately ready for use

AARP July 2012-January 2013 Technical Analyst/Tester Intern

•Opened AARP user accounts using Microsoft CRM for 30 board members to link internal and external accounts.

•Monitored software engineering processes and methods to ensure quality.

•Planned, implemented and analyzed software development to ensure fulfillment of product quality requirements.

•Created and test use cases to ensure proper functionality of all software elements.

•Maintained records of all software tests using accurate data entry into Rally software.

•Analyzed and correct user security roles within Microsoft Dynamics CRM 2011 to manage user access to AARP systems.

•Validated data and upgraded location of SharePoint files to modernize AARP software and documents


College of Southern Maryland

• CompTIA A+ Letter of Recognition

University of Maryland University College

•Earning credits towards a bachelor’s in information systems management, with a minor in Information Technology

Northern Virginia Community College

•Earned credits towards IT, Business Communications and Professional Skills Certificate

•Enrolled in a one-year career development institute, to earn a six-month corporate or government internship and college credit following six months of rigorous technical and professional training

•Mastered coursework in desktop support, IT Helpdesk, computer networking, business writing, professional skills, personal finance, and customer service


Operating Systems: Windows 7; MS 98, 2000; MS Windows Vista, XP; MS Windows Server 2003, Macintosh 10.9.5 & 10.12.1

Software Applications: MS Office Suite 2000, 2003, 2007, 2010, & 2018(Access, Excel, PowerPoint, Word); Norton Ghost; Microsoft Dynamics CRM 2011; installing drivers

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports)

Other: Native Speaker, English and Spanish (Speaking, Reading, Writing) clerical tasks; data entry; customer service support (both on the phone and in person); leadership experience


Available upon request

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