Customer Service Technical Support
Resume:
S ELE NA MU RPHY
Top Secret Clearance
Professional Summary
Call Center, Customer Service, Technical Support experience in Information Technology,
Windows 2007, MS Office Professional, SMS, Active Directories, EDI, Remedy, Heat,
Magic, Crystal Reports, MS Outlook, HP Openview, Sitescope, Citrix, VPN, LAN/WAN
(routers, T1, data/voice circuits), LDAP, Mainframe
Professional Experience
CSC, 3160 Fairviev Park Drive, Falls Church, VA
October 2014-Present
Intermediate Newtork Engineer (Defense Information Systems Agency, Fort Mead)
1 Monitor the DISANet NIPR and SIPR network enterprise (Servers,Routers,Circuits,
Internet,Intranet,VPN Concentrators) at the DisaNet Systems Monitoring Center via
Sitescope
1 Monitor NetIQ for server activity and report all Outages, Degrations and Hazcons to
all appropriate point of contacts
2 Facilitate priority issues power point presentation for the daily Morning Operations
Meeting
3 Work in conjunction with the Service Desk and Problem Management team on
priority one issues (sending outage reports and updates)
4 Record precise daily documentation of all activities in the event log and shift turnover
5 Document all inquiries in the Remedy ticket tracking system
CSC, 3160 Fairviev Park Drive, Falls Church, VA
April 2014-October 2014
Help Desk Specialist (Defense Information Systems Agency, Fort Mead)
1 Provide first level technical hardware and software support to customers remotely at
the DISANet Service Center
6 Diagnose analyze evaluate problems, provide accurate and expedient resolutions with
desktop remote control tool (Dameware), assist customers through the problem
solving process,.
2 Perform various customer service requests: installing applications and software, map
drives and network printers, perform CAC registration in Active Directory, CAC card
certificate republishing, configure outlook on NIPR and SIPR networks
7 Document all inquiries in the Remedy ticket tracking system
DMI INC, 6550 Rock Spring Drive, Bethesda, MD
July 2012-April 2014
Service Desk Analyst (State Department)
9 HOLLOW CREEK CIRCLE - MIDDLETOWN, MD 21769
CELL 301-***-****- EMAIL *************@*****.***
Diagnose analyze evaluate problems, provide accurate and expedient resolutions with
3
desktop remote control tool, assist customers through the problem solving process
8 Perform various auxiliary duties / customer service requests
9 Map drives and network printers, perform account and DL updates in Active
Directory, configure outlook on NIPR and SIPR networks
10 Log and track all inquiries via problem management application
11 Mentor new personnel
LINK SOLUTIONS INC, 12007 Sunrise Valley Drive, Reston, VA
February 2009-June 2012
Service Desk Analyst (State Department)
2 Provide first level technical support to customers remotely at the IT Service Center
3 Diagnose analyze evaluate problems, provide accurate and expedient resolutions with
desktop remote control tool, assist customers through the problem solving process
12 Perform various auxiliary duties / customer service requests
13 Map drives and network printers, perform account and DL updates in Active
Directory, configure outlook on NIPR and SIPR networks
14 Log and track all inquiries via problem management application
15 Mentor new personnel
WESTAT, 9274 N Gaither Road, Gaithersburg, MD
March 2008-February 2009
Data Collections Specialist / Abstractor
1 Contact Providers for a national health care study (MEPS / Dept of Health & Human
Services)
1 Abstract patient accounts and medical records
TELESEC CORESTAFF, 10 N Jefferson Street, Frederick, MD
January -March 2008 Matthews Media Group, Inc
Customer Service Representative
1 Clinical surveyor for a Fibromyalgia study
May 2006-2008
Housewife
VALUEOPTIONS, 12369 Sunrise Valley Drive, Reston, VA
January 1998-May 2006
Senior Analyst/Team Lead
1 Assist in managing the workflow of The Technology Call Center
1 Assist with developing and implementing new policies, procedures, SOPS
9 HOLLOW CREEK CIRCLE - MIDDLETOWN, MD 21769
CELL 301-***-****- EMAIL *************@*****.***
Acts as liaison between user community and other departments
1
Responsible for training / documentation, evaluating new and existing personnel
1
Monitoring daily activities and customer-personnel relations
1
Call Tracking Software (Heat) Administrator
1
Complete statistical reports
1
September 1997-January 1998
Help Desk Analyst
1 Provide technical support to users of a specialized in-house system
1 Diagnosed problems and provide accurate and expedient resolutions
1 Create security accounts for various in-house applications
1 EDI
June 1997-September 1997
Interim Supervisor
1 Presided over day to day operations of the Corporate Help Desk
1 Planned and supervised the workflow of seven staff members
November 1996-June 1997
Help Desk Analyst
1 Provide technical support to users of a specialized in-house system
1 Diagnosed problems and provide accurate and expedient resolutions
1 Create security accounts for various in-house applications
GEICO, 1 Geico Plaza N.W. Washington, DC
October 1993-November 1996
Help Desk Analyst/Jr. LAN Administrator
1 Provide first level support to end users by troubleshooting hardware/software
problems
1 Supplied both network and technical support
1 Responsible for administrative support for all LAN Servers and Novell users
1 Responsible for monitoring various servers and applications
1 Performed tape back-up and file recovery for ARCServe, replication procedures of
Lotus
1 Developed, edited, and maintained procedure manuals and standard operating
procedures
1 Performed Monthly/quarterly statistical reporting, database restoration, and liaison
June 1991-October 1993
Network Controller
1 Provide basic first level support to users
1 Responsible for troubleshooting network problems
June 1990-June1991
System Controller
1 Monitor day to day operations of the tape library functions
9 HOLLOW CREEK CIRCLE - MIDDLETOWN, MD 21769
CELL 301-***-****- EMAIL *************@*****.***
CERTIFICATIONS
CompTIA Security +
HDI -Support Center
SPECIALIZED TRAINING
* Computer Learning Center, Springfield, VA
-Computer Science Certificate, 1990
-Honor Graduate
EDUCATION
* Howard University, Washington, D.C. Bachelor of Science in Therapeutic Recreation,
1980 Cum Laude
* Prince George’s Community College, Largo, MD Associate of Arts in General Studies
1977
9 HOLLOW CREEK CIRCLE - MIDDLETOWN, MD 21769
CELL 301-***-****- EMAIL *************@*****.***
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