Customer Service Manager

Monica C. Tanner-Daye

CELL PHONE 540-***-****, Home: 540-***-****

**** ********* ****, *********, ** 20187

E-MAIL *************@*****.***

Objective:

Highly organized, motivated, IT professional seeking a Help Desk position within a

moderate to large sized network infrastructure. Possess the capability to adapt to new

technologies and tasks quickly, while maintaining a professional, positive, and friendly

attitude.

CLEARANCE AVAILABLE: DOD SECRET CLEARANCE

CERTIFICATIONS: CompTIA A+, CompTIA Network+, CompTIA Security+, ITIL V3

Training and Skills:

Network Fundamentals, Network Configurations, Network Protocols, Active Directory, OSI

Model and Protocol Suite, TCP/IP, Netware, Network Connectivity, Installing drivers,

2000 Server, 2003 Server, Ethereal, Workgroups, Domains, Partitions, Registry, DNS,

WebGoat, WebInspect, AppDetective, Nessus, WebScarab, IAManager, DIACAP/DITSCAP, Asset

Manager, Detect Manager, VMWare, Goldisk, ISEE Tools, Tomcat, and Apache, TrueCrypt,

Wireshark, Putty, Bruteforce, VM Ware, HEAT.

Software: Knowledge of desktop operations, configure and navigate through Linux, Visual

Basic, Database Interface, Novell Netware 6, Windows 3.1, 95, 98, Windows 2000

Professional and Server, XP, Windows 7, 2003 Server, Office 2007, VISTA, Windows NT

application, file management, print manager, customizing Windows, troubleshoot faults

using system monitor and performance monitor, and VM ware, HP Service Desk, Crystal

Reports, ITSM, ETC.

Network: File sharing, implement user rights and profiles, Windows 2000 Professional,

install and configure network printers, manage files, implement data security, perform

backups, configure network protocols.

Hardware: Install hard drives, CD Rom drives, monitors, printers,(local and network),

scanners.

Administrative: TAF, Legal Secretarial, Accounting, Collections, Faxing, Xerox,

Shorthand (100wpm), Dictation, Typing (60wpm), WordPerfect 5.1, 6.0, Desktop Publishing,

Windows 95', Internet, AS400, MS Word, MS Dos, Excel, Lotus 1-2-3, PowerPoint, Access,

Office 97', Email, Amdahl, McCormick & Dodge, UPC, CDPS, CMA, Remedy, Citrix, Saville,

TBS, Rally, FACS, WOW and FASTER. Windows NT, TCP/IP. WINS, LAN/WAN, DSL, ISN, ISDN,

T1-T3, and DS0-DS3, FACS. DOES, and DEERS.

Employment:

RAND Corporation/CCE/Appleone

07/2013-03/2014

Client Tech Analyst

Maintained PC and Macintosh computer configurations for operating systems and

applications for user desktops, laptops, and workstations following standard policies,

procedures, and guidelines. Provided deskside Support and worked closely with IT

Engineering Groups to ensure the quality and scope of work was sufficient and correct.

Worked well independently with minimal supervision.

Maintained PC and/or Macintosh computer configurations for operating systems and

applications for user desktops, laptops, and workstations.

Utilized Altiris to upload and download images to computers.

Provided Tier 2 support to IT users installing images.

Maintained detailed documentation on configurations and for imaging processes.

Evaluated and distributed software patches and upgrades for security patches and new

versions/features, using remote deployment tools.

Based on users' or company needs, evaluated and recommended network, hardware, and

software. Recommendations included technologies, designs and configurations for maximum

functionality, security, and minimal cost.

Participated in all projects and technology implementations.

Provided cross-platform support to customers for hardware and software-related issues.

Performed data transfers, delivered computers, and assisted with inventory-related

tasks.

AT&T/SWOON, WASHINGTON,DC

01-2013-02/2013

NOC 1.5 VOIP Engineer (Contract)

Proactive monitoring of service infrastructure using specialized tools and systems,

first-contact Service Request and ticket handling, First-level repair, customer

notification and communication services,, and other customer support functions as

required.

Support of voice services in a NOC/Help Desk environment, knowledge of Cisco Unified

Call Manager (CUCM), Unified Communications (UC) technology, BMC ITSM/Remedy, Clarus,

and other VoIP/UC support applications

Sprint Labs-Reston, VA

Associate Project Engineer

07/2011-06/2012

Service Desk Roles and Responsibilities:

Processes Service Requests and Log/record Incidents

Incident classification and categorization - Register and classify received Incidents

Provide initial support - Undertake an immediate effort in order to restore a failed IT

Service as quickly as possible. If no documented solution is available,

transfer the Incident to Technical Support Groups (2nd Level Support).

Managed communication with end users - Keeps users informed about their Incidents'

status at agreed intervals.

Matched to existing Incident or Problem records.

CACI, Inc-Federal/TMA/Airforce-Falls Church, Virginia

07/2010-01/11 (Security Engineer)

Providing Certification and Accreditation engineering support for multiple DOD

information systems. Perform C&A vulnerability assessments on Federal

Healthcare System Networks and assessment scans utilizing tools such as Retina,

Appdetective, Nessus, DISA Gold Disk. Using DOD Directives 8500.01 and 8500.2, NIST

800-53. Collect assessment information received from the target site/system and make it

available to key stakeholders. Responsible for assisting team members in the creation

the site and internal documentation and boundary discussions and Technical readiness

reviews. Ensured systems are properly configured utilizing security checklists, Security

Readiness Review Evaluation Scripts (SRRs), Security Technical Implementation Guides

(STIGs). Also reviewed and gathered DIACAP documentation for the Airforce. Also, ensured

those packages were complete before submitting to DAA for approval for ATO.

GDIT/DOC Washington, D.C

10/2008-07/2010 (Systems Analyst)

Support ONTO's mission to provide for uninterrupted service to customers. Develop

Standard Operating Procedures (SOP's) and Help Desk deliverables. Evaluate and identify

user requirements to meet strategic goals. Participate in weekly operational meetings to

review issues and proactively address potential problem issues. Establish techniques to

maintain currency with technology without increasing costs to customers. Assisted with

launching of McAfee EPO to users workstations via Network.

Participate in task forces/project teams in advanced systems software/hardware project

efforts; analyze and evaluate work concerned with integrated systems; perform equipment

installation or relocation, testing and acceptance processes; analyze and research IT

practices and techniques for application to agency operations or programs.

Promote efficient use of Microsoft Outlook resources by conducting weekly training

sessions for all Department of Commerce employees. This training provides improved

flexibility, and assists in meeting the Department's objective of extending continued

technical training information to department wide staff following Outlook email

migration to meet the needs of customers for technical IT support.

USCG/APPTIS, Inc. Washington, D.C

06/2008-09/2008 (Security Analyst)

Supported the ISSM in all areas relating to Information Assurance, Information

Technology (IT) Notice of Findings and Recommendation (NFR) remediation support, FMFIA

Section 4 non-conformance remediation support, and Plan of Action and Milestone (POAM)

support.

Implementing effective POAMs to remediate discovered control weaknesses

Analyzed current security policies, NIST standards, OMB procedures and determined

whether they comply with Agency requirement, such as FISMA.

Identified and implemented remediation actions related to identify FMFIA Section 4

non-conformance.

Ensured FISMA compliance, thorough understanding of NIST SP, OMB and FIPS 199-200

requirements for civilian federal agencies

Telos Corp. /Xacta. Ashburn, Virginia

03/2007-4/2008 (Lab System Administrator/Security Consultant)

Administer lab components (Windows, Linux, Solaris, Cisco Firewall and router);

Perform software installation, software removal, software configuration.

Download, install and maintain security tools for evaluation and use by

analysts/consultants; ( Nessus, WebInspect, Appdetective, Web Scarab, Web Goat, ISEE,

Retina) and Encryption tools such as TrueCrypt.

Responsible for management of Plan of Action & Milestone (POA&M) in support of C&A

testing in IA Lab.

Maintain supplies for delivery of documents to Government customers, assist in the

preparation and delivery of documents to Government customers;

Assist in the use of tolls and testing of Government systems.

Installation/administration of computer/network systems

Responsible for supporting NIST 800-53, and DIACAP-based certification and

accreditations (C&As), vulnerability assessments and security engineering activities

using IA Manager, Detect Server and Asset Manager. Also, help to develop C&A related

documentation such as risk assessments, test and evaluation reports, contingency plans,

and incident response plans and conduct general security engineering tasks.

K12, Inc. Mclean, Virginia

06/04-01/07 (Technical Support Level II)

Provide PC-related technical help desk support for the K12 client base

Resolve PC hardware and software issues, providing expertise with Win 2000 and XP

Escalate and provide liaison support for warranty issues to the appropriate manufacturer

Develop the knowledge and skills to rapidly gather the answers to service request

inquiries from our nationwide set of K12 clients

Process 50 to 60 inbound customer calls per day, or a minimum of 5 hours actual on-line

call time

Answer 30 to 40 e-mailed customer questions per day

Research and document PC-related technical issues and make recommendations for

resolutions

Assist in projects for process improvement and call reduction strategies

Develop and maintain working relationship with various other internal departments and

Virtual School technical managers

Proficient in all aspects and functionalities of the K12 On-Line School (OLS)

Assist in achieving specified customer service levels and customer satisfaction goals

Continuously record customer phone and e-mail inquiries into the Remedy System

Assist in training additional technical support staff

Support Clients through home-page development and computer log-ins.

Troubleshoot software and hardware issues.

Assist customers with Network Connectivity problems.

Train First-time users in a step-by-step operation of system problems, email setup, and

routing.

Maintain technical support teams VB and Access applications used for hardware

replacements.

(On-Site Mailroom Clerk)

Responsible for managing onsite contract client Xspedius, formerly known as Espire

Communications operations with focus on employees, superior customer service, and

meeting Profit objectives and

ensure that quality and productivity standards are being met by Customer Site

Representatives also ensure proper

maintenance daily.

(02/02 - 05/02) Northrop Grumman Information Technology & Health

Solutions, Sterling, Virginia c/o VISTA RMS (Help Desk Coordinator I)

Responsibilities Include:

Providing call center support for health insurance programs related to the Department of

Defense Military Healthcare System., processing inbound and outbound calls to provide

information regarding eligibility, coverage, co-payments, and participating insurance

carriers and providing excellent verbal and interpersonal skills and maintaining

positive communications.

(02/01 - 11/01) HealthCare Receivables Management, Manassas, VA (Medical Claims

Representative)

Responsibilities Included:

Contacted clients via phone, mail or fax to resolve claims issues.

Submitted invoices, with or without medical records, to insurance companies via mail or

fax.

Processed client information requests via MS Word and MS Excel.

Composed and printed appeal letters in MS Word.

Typed professional notes in FACS system on all work done on each account.

Maintained clients account files.

Practiced Departmental procedures and protocols as outlined, which is to include

maintaining confidentiality of patient information including medical records,

prioritizing work schedules, files, and meeting monthly business goals.

Printed itemizations, UB92s, and HCFA's as needed to supply to our clientele.

(07/00 - 02/01) Covad Communications, Manassas, Virginia (Circuit Tester) and PsiNet

(10/99 - 06/00)

Responsibilities Included:

Worked with Lec technicians during installation on Digital Subscriber lines, tested

circuits using Citrix a testing application tool, and checked for continuity on local

loop during install at the CPE.

Advised technicians on the status of a circuit, determining whether the test passed or

failed.

Troubleshot circuits that did not meet the standard requirements for DSL to be

installed.

Read AC/DC voltage, metallic noise, devices such as SLC-45, 96, repeaters Or shorts.

Assisted LEC and the CO tech with problems in the COLO location, made sure cable pair

and jumper were correct according to loop design, jepped circuits that needed to be

reengineered due to the loop length being too long. and worked with Service Delivery and

Ilec repair on trouble tickets using Remedy and Clarify to communicate about the status

of a customer's service, FOC dates, the type of circuitry to be installed, and if a

ticket is opened or closed.

Education:

(2002-2006) ITT Technical Institute, Chantilly, Virginia

*Computer Network Systems A.A.S Degree 3.9

(2006-2009) ITT Technical Institute, Chantilly, Virginia

*Information Systems Security B.S Degree., GPA 3.7

(2000 - 2001) Computer Learning Center, Manassas, Virginia, GPA 4.0

*Network Engineering and Management Certificate Network Engineering

(1994 - 1995) Washington Business School, Vienna, Virginia

*Legal Secretarial Certificate, GPA 3.8

(1990 - 1994) Culpeper County High School, Culpeper, Virginia

*High School Diploma, GPA 3.4

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