Customer Service Management
Resume:
CHENOKI R. WOOD
Capitol Heights MD
Title: Customer Service Specialist
Security Clearance Level: TOP SECRET
Education
McKinley High School (Washington, DC)
Diploma, 1987-89
Certificates and Training
• Sanz Business School, Washington, DC Certificate – Business Administration, 1994-
1995
• USDA Graduate School Washington DC, Microsoft Certified Desktop Support
Technician, 2006
• USDA Graduate School Washington DC, Microsoft Excel, 2006
• Department of State Training: Digital Imaging training, Property Management and
Access Management training, ISO 9001 April 2007, Customer Service March 2009
Technology and Tools Experience
Microsoft Office 2003, Adobe Acrobat 7, Omni Page 14, Adobe CS, Digital Imaging, Windows
XP, VERITAS Backup Exec,
Statement of Work Experience
Viatech Inc, Washington. DC Full Time April 2001-Present
Customer Service and Documentation Specialist
• Promulgation Case Management: Processed and scanned boarded cases into ACTS and
IPERMS for Department of Army.
• Prepared OMPF’s to be returned to NARA.
• Created and reviewed cases in ACTS database system, transferred cases to screening
team analysts.
• Assigned cases to CMD analysts per the direction of the screening team lead.
• Copier Management: Manage multiple copier management contracts in excess of 1
million dollars including acting on copier placement requests from various domestic and
international bureaus at the DOS. Conduct site surveys ensuring proper electrical and
space requirements and document usage and service history on existing copiers. Assists
with soliciting proposals and negotiating vendors’ lease and maintenance agreements in
accordance with Department and Federal acquisition regulations. Establishes copier
placements requisitions and recurring maintenance agreements using the Integrated
Logistics Management System (ILMS) system. Serves as the liaison between customers
and vendors to ensure proper product installations, demonstrations and training on any
new or existing systems at various Department Bureaus. Collects and maintains all
pertinent information on newly installed machines for inventory control and validates that
information in the Asset Management Program within the ILMS system for Non-
Expendable Property Accountability (NEPA). I am also responsible for maintaining and
improving the Copier Machine Service Line, by logging all major and minor copier repair
requests. Processes vendor invoices, checks for discrepancies, and sends completed
invoices to Vendor Claims for EFT payment. Monitors copier usage by collecting meter
counts and paper orders monthly. Creates Internal Vouchers in the CFMS (Central
Financial Management System) to recover copier-billing expenses. Prepares weekly
reports on invoice expenditures, copier requests and any discrepancies for Executive
Managers meetings. Attends demonstrations, open houses and expos to stay informed
with the latest technology in the Multi-Media Industry.
• Administrative/Office Management: As a receptionist for Office Director, performed
Secretarial duties which included receiving and screening visitors, answering telephone
calls, taking messages, and scheduling appointments. Typed letters and memorandums
taken from verbal or written instructions and proofread and corrected prepared materials.
Established and maintained office files, logs, and timekeeping along with other personnel
records. Reviewed and routed incoming correspondence and interacted with Managers
and Supervisors for managing supply and maintenance needs. Consulted with the
managers to address items that arose in the absence of the Director. Made travel
arrangements for the Director of Multi-Media Services. Drafted Performance Appraisals
based on input from the Director and other managers.
• IT Helpdesk: Provided support to eighty (80) Department of State end users in the
Office of Global Publishing Solutions (GPS). Responded to close to a hundred telephone
calls, emails and in-person requests for technical support per week. Performed security
configurations on servers and workstations based on the Department’s Office of
Information Resource Management (IRM) and Bureau of Diplomatic Security (DS)
guidelines. Identified and escalated solutions that are contrary to IRM or DS security
guidelines. Maintained hardware and software inventory for GPS. Provided assistance
with Tatel-Web for completing Time and Attendance requirements for the office.
Provided application support for the Microsoft Office 2003 suite, Adobe Acrobat,
Symantec Anti-Virus, and other in-house developed applications. Worked with
Developers and other IT staff to ensure that in-house applications will function within
Department guidelines.
• Document Conversion: Performed document conversion duties including document
preparation, processing and management of the workload in support of and in the
absence of the team leader. Performed OCR and editing of scanned documents as
required. Managed GPS intranet site content and worked with developers in
defining the interface for content data entry. Scanned and edited documents
requiring discretionary handling as requested by the Director. Provided training to
the new Office secretary and served as a backup in her absence.
MACI (Washington. DC) Full-time June 1995 – April 2001
Document Listing / Admin Assistant
• Provided a document-by-document inventory of all documents retrieved and/or reviewed
for a case, thereby creating accountability for each document and its disposition. Handle
a variety of administrative duties such as preparing filing, answering telephones,
photocopying, and typing letters and reports.
• Mail Clerk: Sorted and delivered mail, answered telephones, typed monthly reports.
Sorted USPS, Federal Express and UPS packages. Recorded all package information in a
database system. Tracked and scanned all incoming packages and prepared outgoing
packages. Located and reroute mail and e-mail.
• Human Resources Assistant: Acted as personal assistant for MACI which consisted of
the following: typing reports and correspondence, filling documents, answering
telephones, data entry, reviewing resumes, setting-up appointments for interviews,
sending out personnel letters, preparing and forwarding insurance letters to employees.
U.S. Postal Service (Washington DC.) Full-time Dec 1992-Feb 1994
Mail Handler
• Responsible for working the OCR 1 st Class Mail Machine, sorting mail into cases, sorting
sacks, and loading sacks of mail into a trailer for proper distribution.
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