Help Desk/Customer Service

Elaine M. Fuller

** ******* ****** *** ********, VA 22556

(703) 577- 4060 ***********@*****.***

SECURITY CLEARANCE:

Active Top Secret SBBI (Updated July 2014)

CERTIFICATIONS:

Held Desk Institute (HDI Support Center Analyst)

** Completed NVCC Security+ course - currently preparing for

certification exam

TECHNICAL SKILLS:

Service Desk: GIS/GRAPHIC TOOLS:

PERSEC Applications:

Remedy v7.1 ARC GIS 9.3

e-QIP

ARS (Active Directory Tool) Socket GXP

ISFD

DamWare (Remote Login Tool) Adobe Illustrator

STEPP

Maximo (Password Reset Tool) Macromedia Dreamweaver JPAS

EMPLOYMENT:

American Systems, Lorton, VA (July 2013 - Present)

Customer Service Representative

. Used exceptional customer service skills and understanding of

PERSEC policies and procedures to respond to customer inquiries

concerning e-QIP ISFD, STEPP and JPAS related issues.

. Demonstrated solid understanding of the requirements and

procedures of the national industrial security program and the

investigation requirements of the Department of Defense

personnel security program.

. Recognized by VIP customers on multiple occasions for providing

outstanding service assistance in a courteous, timely, fashion.

Catapult Technologies, Arlington, VA (Oct 2012 - July 2013)

Service Desk Queue Manage/Help Desk Analyst

. Utilized excellent understanding of service desk tools,

knowledge base and available support documentation to identify,

isolate, document, and resolve technical issues impacting Office

of the Secretary of Defense (OSD) customers

. Resolved user account (i.e password resets, etc.), e-mail,

printer, MS WIN 7 operating system, network, as well as other

TIERI/II issues. Installed application software packages.

Supported Work Order requests as a customer liaison ensuring

completion.

. Managed Remedy ticketing queues and Work Order requests ensuring

customer tickets are resolved properly or routed to the

appropriate team keeping customers apprised of all actions

throughout the lifecycle of the ticket.

Fuller, Elaine p. 2

. Provided excellent customer by promptly addressing customer

questions and concerns ensuring all needs were met before ticket

closure

PowerTek, VA (May 2012 - Oct 2012)

Service Desk Analyst

. Documented technical issues for 1000+ Office of the Secretary of

Defense (OSD) customers ensuring incident reports, discrepancy

reports, and work orders contained a full description of the

event including accurate contact information.

. Escalated tickets to the appropriate support group if required

by warm transfer keeping customer apprised of all actions.

Serco N/A, Crystal City, VA (Jan 2012 - May 2012)

Junior IT Customer Liaison

. Provide customer support resolving software, hardware, and other

IT related issues for several diverse Army departments

. Responsible for documenting and tracking incident tickets

utilizing Remedy tracking software as well as providing

daily/weekly status reports

. Set-up and facilitated technical exchange meetings between

software vendors and clients addressing potential operational

concerns

Center for Army Analysis, Ft. Belvoir, VA (May 2010-May 2011)

Forces Strategy Cartographer

. Designed multi-layered, time-critical geospatial maps supporting

Army strategic missions in the wars in Afghanistan and Iraq

. Responsible for maintaining departmental GIS geographic

databases for a number of countries of interest

. Developed user-configurable GIS map inserts for important

strategic MS Power Point briefings

GMU INTERNSHIPS:

Naval Surface Warfare Center (NSWC), Dahlgren, VA (June 2009-Sep 2009)

GIS Technical Associate (Intern)

. Responsible for basic geospatial analysis in support of the

Defense Critical Infrastructure Program (DCIP)

EDUCATION:

George Mason University (2005-2009)

. B.A. in Geography/Geospatial Information Systems (GIS). GPA 3.4

Core Subjects (3.02 overall)

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