Customer Service Representative

HEATHER MCKINNEY

**** ***** **** *** ***. D ? Miamisburg, OH 45342 ? ******@*******.*** ?

cell: 937-***-****

I'm looking for a challenging position in a healthcare facility that is

based around computer information systems. I have strong IT skills that

range from customer support, software support, hardware support, system

integration and auditing.

AREAS OF EXPERTISE

Technical Support ~ Customer Service ~ Software Configurations ~ Problem

Solving ~ Security Operations ~ Information Security Auditing

TECHNICAL COMPETENCIES

Software: Windows 7, ~ Windows 8.1 ~ SQL 2008R2~ SQL 2012R2 ~ Microsoft

Office 2010 ~ Windows Server 2003 ~ Server 2008 ~ Server 2012R2 ~ Test

Manager 2010 ~ Remedy ~ Visual Studio 2010 ~ Microsoft System Center

Software Management 2012

Hardware: Monitors ~ Hard Drive ~ Power Supply ~ Mother Board ~ CPU Fans ~

Video Extenders

Remote Tools: Cisco VPN ~ Windows VPN ~ VNC ~ Dameware ~ Remote Desktop ~

Citrix ~ LogMeIn

Network: Cisco Routers, Cisco Switches, Linksys Routers, TCP/IP

CHRONOLOGY OF PROFESSIONAL EXPERIENCE

Resurgent Capital Service Cincinnati, OH Mar. 2011 -

Present

Information Security Auditor; Release Engineer/System Integrator

I was promoted from Release Engineer to Information Security Auditor. I

worked with the CTO in the creation of a new project that helped aid in

simplifying audits at the company through creating a SQL database.

Information Security Auditor

V Lead many information security audits and passed them successfully

V Understand policies and procedures that has been set for the company

and manage the IT department to ensure we are meeting these standards

V Examines records, reports, operating practices, and documentation to

ensure compliance with established internal control procedures

V Compares items to documentation to verify assets and liabilities

V Documents audit tests and findings

V Find a resolution for any audit findings and discuss them with CIO,

CTO and the Director of Security

V Appraises adequacy of internal control systems by completing audit

questionnaires

V Maintains internal control systems by updating audit programs and

questionnaires and recommending new policies and procedures

V Communicates audit findings by preparing a final report and discussing

findings with CIO, CTO and the Director of Security

V Complies with federal, state, and local security legal requirements by

studying existing and new security legislation; enforcing adherence to

requirements; advising management on needed actions

V Prepares special audit and control reports by collecting, analyzing,

and summarizing operating information and trends

V Performs day to day administration of security related systems and

applications, monitoring logs and reporting of security events

V Performs vulnerability assessments and assists IT operations with

remediation planning

V Contributes to systems incident response and event handling

V Works on multiple projects as a project leader or as a subject matter

expert

Release Engineer/System Integrator

V Provide level 2 support to developers, BSM's and users in Greenville

who use Resurgent's custom applications

V Troubleshoot production problems; this includes analysis of

application and platform logs, system configuration, and all input

and output data to determine the cause of the problem

V Document processes, procedures, implementations and put them on our

CSS Team knowledge base

V Perform Q.A. Testing for the Data Management applications, document

bugs found and provide step-by-step instructions on how to recreate

the bugs

V Track and maintain issues by using Remedy and our Implementation

Calendar so that they are reportable

V Deploy and configure software applications. These include, but are

not limited to Winform applications, intranet applications, Windows

services, scheduled tasks and web services along with supporting SQL

server database objects, roles, etc

V Actively monitor database, application, and performance logs for signs

of stress or

failure

V Serve as contact point on open incidents

V Resolve production problems or escalation to the appropriate group for

resolution

Signature Technologies/Com-Net Software Specialist

Lead Helpdesk Analyst/Software Support Miamisburg, OH Jul.

2004 - Mar. 2011

V Provide dedicated support to airports, hotels, transit stations and

rental car facilities

V Support system upgrades and integrations for rental car facilities and

airports

V Excellent interpersonal skills and communication skills

V Extensive and incomparable customer service and over the phone support

V Installation, maintenance and troubleshooting of Windows O/S and

Eclipsx Software

V Software configuration using .xml, .asp, .xsl, etc.

V Troubleshoot digital paging and audio systems

V Troubleshoot and replace hard drives, mother boards, power supplies,

etc

V Remotely troubleshoot software issues and correct them in a timely

manner

V Ensured above satisfactory problem resolution through call tracking

follow up

V Image computer pc's using Symantec Ghost

V Database research using SQL 2000 and 2005

V User support and training

V Train new employees on all systems

HEATHER MCKINNEY Resume Continued

IKON

Customer Service Representative Kettering, OH Jun.

2003 - Jul. 2004

V Over the phone support for customers on site

V Deliver mail to customers on site in a timely manner

V Reload paper into copy machines

V Fix paper jam issues on the copier machines

Spherion

Electronic Technician (Co-Op) Dayton, OH Dec.

2002 - Jun. 2003

V Troubleshoot hardware related issues

V Replace hard drives, mother boards, power supplies, NIC Cards

V Repair computer keyboards

V Reload Windows 95, NT and 2000 on computers

Contact this candidate