Customer Service Project
Resume:
Nakia L. Isaac
**** ********’s Way West Semmes, Al 36575 *****.*****@*****.*** 251-***-****
To Whom It May Concern:
It is with great interest that I am applying for a potential position with your company. I believe that my qualifications are an ideal match for a position, and I am confident I would make a valuable and immediate contribution to your operations. I offer outstanding organizational skills, self-motivation, and good problem solving skills which have been proven to be a critical asset in developing, maintaining, and supporting a dynamic production system. These qualities, combined with my dedication and timeless work ethic, should enable me to make a positive impact with your company.
Enclosed is a copy of my resume for you to review. I would welcome a personal interview at your earliest convenience to discuss your needs and objectives and the possibility of working together to meet them. Please feel free to give me a call at 251-***-**** or email me at *****.*****@*****.*** so that we can discuss employment opportunities. I am looking forward to meeting with you soon.
Sincerely,
Nakia L. Isaac
RESUME
Of
Nakia Lennette Isaac
3357 Brooklyn’s Way W.
Semmes, Al 36575
CAREER GOALS
Objective: Looking for an organization that promotes quality products and services: and provide me with the opportunity to meet and exceed my goals in the Technology World.
PROFESSIONAL SUMMARY
• Extensive knowledge in the Information Technology Field
• Sound knowledge of ISO regulatory requirements
• In-depth knowledge of ITIL Foundation Best Practices
• Expert knowledge in business and financial systems
• Strong understanding of Business Analytics, Business Process, and Project Management
• Maintain project plans; track and report status, and develop status reports
• Highly skilled in the use of various computer software to include MS Office Suite, Word, Excel, Visio, Microsoft Project and PowerPoint to extract, manipulate data and store information
• Excellent writing and oral communications skills
• A dynamic speaker, trainer and presenter; skilled in effectively resolving complex problems.
• Familiar with procedure and protocol of training and go lives implementation
• Very familiar with Lifecycle monitoring
Experience
08/05/13 – Present
ThyssenKrupp Steel USA, 1 ThyssenKrupp Drive, Calvert Alabama
Job Title: IT Governance & PMO Specialist
• Key Facilitator
• Acts as the liaison between business, organization, and solution developers
• Examines Business needs
• Translate Technical issues
• Ensure that needs are valid, understood and met
• Identify, validate, and document requirements
• Ensure that solutions satisfy the needs of the business
• Develop IT Processes
• Implement operational (steady-state) management of the IT Governance Process
• Develop workflows based on business Requirements
• Define Training Requirements for the different stakeholders
• Develop Business Case Templates
• Develop and deliver progress reports, dashboards and presentations to various levels of leadership
• Coordinate meetings, take notes and track progress of action items
• Monitor projects and processes
• Maintain project plans; track and report status, and develop status reports
• Conduct operations analysis as required and improve processes
• Track, analyze and report on department financial performance and metrics
• Establish and monitor project management protocols and processes for use by project leads
• Monitor resource needs and assignments to the appropriate projects based on skillset, expertise and development plans
• Plan and track the status of actions, activities and milestones for the department operations
• Keep up with the Budget of IT, add in licenses and contracts into our Service-now System and also tracks it in SAP
EXPERIENCE
01/10/2010 – 07/22/13
Televox Computer Software, 1700 Montlimar Drive Mobile, Al 36609
Job Title: Technical Support Supervisor
Manager: Richard Broxson
Responsibilities- Supervise a Technical Call Center day-to-day activities of assigned staff providing support to resolve customer issues with their computer software/hardware systems, and as needed in the installation and training of notification products, while ensuring adherence to established corporate and departmental policies and procedures
Coach, develop, and mentor subordinates to achieve quality performance
• Assist staff with establishing and attaining career development goals
• Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility
• Conduct formal appraisals and performance reviews
• Comply with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines
• Understand and support AAP policies and goals
• Review and recommend suggestions to management when updates to job descriptions are required as responsibilities change
• Monitor staffing levels, trends and turnover and prepare recommendations to management outlining efforts to maintain a quality staff
• Know and support approved corporate and departmental policies and procedures relating to business procedures, philosophies and conduct ensuring communications and acceptance by staff
• Partner with Human Resources to develop a hiring strategy in order to attract and retain employees for current and future open positions
Notification Technical Support Specialist, Televox Software
(6/10/2008 – 01/10/2010)
Responsibilities:
Hardware/Software Support Functions- Provide a point of contact for customers
needing to resolve issues with their computer software/hardware systems.
• Receive the service request (e.g., ticket queue, E-mail, phone, etc.), determine the
support center's scope of responsibility, and log the request in a complete, concise
manner
• Review and handle the request, assisting the customer until the issue is completely
resolved to the customer's satisfaction
• Did online training for all new clients receiving our product
EXPERIENCE
(01/02/07 – 06/10/2008)
Computer Programs & Systems, Inc. (CPSI), 6600 Wall Street Mobile, Al 36695
Job Title: Clinical Support Technician (251) 639 – 8100
Manager: Domincke Haston
Responsibilities: This position is responsible for troubleshooting and supporting CPSI® client software in a Windows Server and desktop environment. Support for CPSI infrastructure software and utilities in a RedHat Enterprise Linux Server environment. This includes the network, hardware, peripheral devices, and all associated applications.
• Provide over the phone client support
• Provide Clinical Go Live Training
• Support of RedHat Enterprise Linux, Windows Server and desktop operating systems
• Support of Microsoft Office products
• Network and firewall troubleshooting
• Installation, support and configuration of Apache HTTP Server
• Configuration and support of network interfaces, TCP/IP and wireless protocols
• Provide crisis support through after hours on-call procedures as well as air travel
(03/01 – 12/06)
Infirmary Medical Clinics, PC, D/B/A Diagnostic & Medical Clinic, 1700 Springhill Avenue
Mobile, Al 36604
Job Title: X-Ray Clerk 251-***-****
Supervisor: Kimberly Corbett
Responsibilities: Perform routine clerical tasks, assist patients, run x –ray films through the copier, compute all x-ray changes, reschedule appointments, file, answer telephone and help assist doctors by making sure they have their x –rays for the next available patient. It was my job to do the available charges for each patient making sure that all of the correct information has been entered into the computer on each patient. I also worked with the PACS system accessing and pulling all images.
(03/01 – 12/06)
Mobile Infirmary Systems, D/B/A Mobile Infirmary Medical Center, 1761 Springhill Ave.
Mobile, Al 36607
Job Title: Dietitian Clerk 251-***-****
Supervisor: Pam Westcott
Responsibilities: Change diet orders in the computer; make tube feedings, clerical duties such as answering the telephone, assist patients with selecting their diet orders.
Skills
Skills/Qualifications: Problem Solving, LAN/WAN Knowledge, Help Desk Experience, Excellent Verbal Communication, Operating Systems, Phone Skills, Customer Service, Quality Focus, PC Proficiency. Have a basic knowledge of Windows Server Administration, RedHat Enterprise Linux System Administration, Citrix and VMWare virtual desktop infrastructure, perl, html and shell scripting languages.
Systems
SharePoint
Service-now
Microsoft CRM
SAP
MES
Oracle
Nimbus
Microsoft Project Server
Trainings
Fortis College
Business Analyst Boot Camp
November 15, 2013
Franklin Covey
Project Management
Jan 8, 2014
Global Knowledge
Business Process Analyst
May 30, 2014
Global Knowledge
Data Modeling for BAs
Global Knowledge
BAs in an Agile environment
Global Knowledge
ITIL Foundation
Education
Faulkner University
5345 Atlanta highway, Montgomery, Al 36109-3390
October, 2006 – Master’s Degree/Criminal Justice
Faulkner University
3943 Airport Blvd., Mobile, Al 36608
August 2005 – Bachelors in Science/Criminal Justice
Bishop State Community College
351 N. Broad Street, Mobile Al 36603
May, 2004 – Criminal Justice
Lillie B. Williamson High School
1567 E. Dublin Street, Mobile, Al 36605
June, 1993 – Diploma/General Studies
References
Danyale Livingston – Clinical Consultant 251-***-****
Angela Fox- Technical Support Specialist 251-***-****
Candace Ellerbe- Quality Assurance Specialist 757-***-****
Contact this candidate