Customer Service Manager
Resume:
Jasmine A. Stevens
APO AE *****
Wiesbaden, Germany
Email: *******.***********@*****.***, Phone: +49 152–298-92975
SUMMARY
Motivated and results-focused IT professional with more than 5 years of proven success and experience in the IT Industry. Accomplished measurable results while leading teams in a dynamic, fast paced environment. Possess an active Secret security clearance and a comprehensive background in technical support and IT processes. Experienced trouble-shooter with the ability to design and implement effective IT solutions while complying with Department of Defense regulations and Information Assurance policies.
AREA OF EXPERTISE & TECHNICAL SKILLS
·Active Secret Clearance
·Microsoft Office
·Process Implementation
·Desktop Operating Systems
·Project Management
·Active Directory
·Effective Communication
·Quality Assurance /Control
·Security Management
·Video-teleconferencing
·Training and Development
·Software Installation
·Hardware & Software Support
·Team Building & Management
CERTIFICATIONS AND TRAININGS
·CompTIA Security + (certificate # COMP001020117642)
·Microsoft Certified IT Professional (MCITP) (MS 70-685) (certificate # F579-1432)
·Microsoft Certified Technology Specialist (MCTS) (MS 70-680) (certificate # F579-1433)
·Basic Leader Course, 6 weeks
·CompTIA Network+ (N10-006)
·CompTIA A+ (220-901 & 220-902)
Currently pursuing Cisco Certified Network Associate (CCNA) certification
PROFESSIONAL EXPERIENCE
Operations Team Lead 04/2018 – Present
102d Strategic Signal Battalion, Wiesbaden, Germany
Brought in to write and execute Operation Orders (OPORDs), Fragmentary Orders (FRAGOs), and Warning Orders (WARNOs) that prepare the organization for missions, tasks, drills, briefs, and rehearsals. Directly advise Operations Supervisor on all matters associated with daily operations, tasking requirements, mission planning and training management.
·Effectively communicate and assist in enforcing mission critical production indicators, statistics, and solution plans for an organization of 209 soldiers and 97 civilians.
·Responsible for the creation and implementation of an internal tracking system to manage communication equipment valued in excess of 210K, resulting in a 13% reduction of loss.
·Create and maintain section continuity book and SOP ensuing an increased efficiency by 40%.
·Monitor and coordinate training events and unit operations databases to include Troops to Task tracker allowing the organization to match the required number and quality of personnel and equipment to the unit's mission needs.
Network Enterprise Center (NEC) Service Desk Manager 07/2016 – 04/2018 102d Strategic Signal Battalion, Wiesbaden, Germany
Hand-selected over 8 peers to manage NEC daily operations to include setting deadlines, analyzing workflow, training, welfare, and morale of 9 service desk technicians. Facilitated the completion of annual training requirements and mentored the aspirations of team members in the pursuit of individual development. Led a bi-weekly Remedy/ITSM ticket review with Division Chief to discuss current trends and how to better track and resolve users ticket request in a timely manner.
·Analyzed, diagnosed and repaired complex hardware, software, network and system failures reported by customers resulting in an 11% decrease in end-user downtime.
·Spearheaded organization’s IT support team during multiple top level missions, deployed 200 NIPR/SIPR machines and expedited support to over 250 joint-service personnel.
·Performed theater level Organizational Unit (OU) maintenance and governance utilizing Active Directory (AD).
·Deployed, managed, maintained, and interpreted security systems and their corresponding or associated software, including firewalls, intrusion detection systems, and anti-virus software.
Information Technology Specialist 11/2013 – 07/2016
USAREUR G6, HHBN OPS Company, Wiesbaden, Germany
Performed Tier I and II Touch Labor support by remote access, face-to-face or telephonic means with an area of responsibility to include 3000 (NIPR/SIPR/SEAGULL/BICES) technical systems and outlying entities. Provided VTC support by analyzing troubleshooting logs, prioritizing faults and facilitating solutions. Monitored and tracked daily Remedy/ITSM trouble tickets for over 500 USAREUR users.
·Oversaw the Windows 10 migration and performed maintenance and data integrity leading the Army migration directive 20% ahead of schedule.
·Guaranteed systems and included peripherals (digital scanners, multifunction devices, HP & Xerox printers) remained in an operational status by closely monitoring them, identifying issues, and reporting problems immediately to Information Management Officers (IMO).
·Assessed the Life Cycle Replacement (LCR) of equipment to accurately forecast the requirement for replacements and provide excellent customer service.
·Provided VTC support by analyzing troubleshoot logs, prioritizing faults and facilitating solutions to overcome issues.
AWARDS & DISTINCTIONS
Army Commendation Medal: For meritorious service while assigned as the Information Management Lead to Headquarters, United States Army Europe.
Good Conduct Medal: For exemplary behavior, efficiency, and fidelity in active federal military service from November 2013 to November 2016.
EDUCATION
B.S. Degree in Computer Science, currently pursuing – 52 credits completed.
University of Maryland University College (UMUC) Europe
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