Customer Service Manager

Nadine P. Perez

**** *********** ****, ***** ****, TX 78681

678-***-**** • *****.*@**********.***

IT – DESKTOP SUPPORT

** ***** ** ********** ****** the Department of Transportation Computer Infrastructure combined with my

military background has provided me the knowledge, skills and success used for information technology. I am

highly motivated with unsurpassed professionalism proven to be invaluable.

PROFESSIONAL EXPERIENCE

Department of Transportation – Desktop Support/Training 1999 - 2013

● Assure installation and maintenance of 300+ personal computer hardware and software, including Symantec

anti-virus software. Maintain, repair and install computer, network and related equipment. Utilize diagnostic tools

and other resources to troubleshoot End-User problems and requests for assistance.

● Complete Asset Management paperwork when issuing, transferring, moving, or collecting EDP equipment.

● Training - Serve as instructor for all Microsoft training courses, using a variety of techniques based on class

needs. Produce training course materials as needed. Assess training and development needs of employees by

collecting data and comparing with desired level of performance. Provide initial training to customers on new

products from vendors as needed. Fulfill Testing Obligations for: Engineer Skills Development (ESD), Materials

Skills Development (MESD) and Survey Skills Development (SSD) programs.

● Initiative - Develop Quick-Reference Guides to provide continued assistance after completion of classes.

Modify course outlines, lesson plans and appropriate training curricula to ensure course contents meet

appropriate, job-relevant objectives

Key Highlights:

● Experience in Remedy, Windows desktop (XP / Vista / 7), Microsoft Outlook. Administration, Deployment and

Support. Windows Server 2008 Active Directory . Remote Desktop. Support, Microsoft Office 2003/2007/2010.

Support Microsoft Office, MS Project/Visio Install/Support.

Lowes, Home Center LLC - Cashier 2004-2013

● Front End Cashier – Greet all customers upon arrival, directed floor associates to assist customers, provide

location assistance for merchandise when needed. Processed merchandise purchases made buy customers,

received payments for purchases as well as payments for store credit cards.

McDonald’s – Night Manager 1999-2002

● Leadership - Support the Store Manager in all aspects of the store's operation. Ensure prompt reconciliation of

store operation paperwork. Ensure prompt, efficient and courteous customer service. Maintain a clean, customer

friendly environment in the store. Schedule, and designate crew work assignments. Assist with management of

store staff.

Manpower Temporary Services – Office Manager 1998-1999

● Data Entry / Word Processing – Build estimate proposals of the insurance restoration, construction, and

cleaning of fire and water loss properties.

● Leadership - Schedule, and designate crew work assignments. Coordinate sub-contractor scheduling process,

to ensure complete client satisfaction with work.

Active Duty Military / NAVY - Communications Specialist 1975 – 1995

● Supervisor Schedule and designate Watch-Station assignments. Administer day-to-day operations of 350

military and civilian personnel.

● Supervise and monitor quality assurance of all HF Terminations, Submarine Broadcast, Common User Digital

Information Exchange Systems, and Fleet Broadcast.

● Provide mission briefs for daily Department Head meetings.

● Training – Draft and implement Department Training Directives.

● Developed 44 Standard Operating Procedures, and 10 Watch-Station qualification requirements.

● Responsible for Watch-Station qualifications, and scheduling of quarterly / monthly training for all personnel.

● Formulated Base - Wide Security Department Training Plan. Developed and implemented a program of Cross-

training of divisional operations.

● Desktop Support - Maintain hardware, and install software for site-to-site- computer communications.

EDUCATION AND CREDENTIALS

BA Degree, Liberal Arts –Governors State University • IL

Minor –Criminal Justice

Minor –Psychology

Minor –Social Work

Teaching Certificate from University of Arizona

Facilitator Drug & Alcohol Prevention Program

Facilitator Stress Management Program

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