Customer Service Management

Krystal Taylor

**** ******** ****** ****** *****, md 20748 240-***-****

**********@*****.***

Security Clearance SECRET

SOFTWARE: Remedy Ticketing System, Trouble Ticket Tracking System, MS

Office Products, Windows Operating Systems: Windows XP, Windows VISTA,

Windows 7

PROFESSIONAL EXPERIENCE

Insight Global/SRA International November 2014- Present

. Required to make Onsite visits between Falls Church, Crystal City, HQ,

Pentagon to inventory all equipment for our client (PFPA).

. Responsible for Moving computers, servers, equipment, swtiches, etc

from one location to requested location.

. Working with Remedy ticketing systems, completing all ticket requests

assigned to our group and updating in our asset management database

(LAMS)

. Generating hand receipts to new/end users

. Asset management tracking

. Experience with property tracking, logistics planning, barcoding,

conducting inventory, responding to asset requests, etc.

. Project Management tasks assigned to me to coordinate with our

customers for site surveys for approval of new equipment

Natural Health Center May 2013-November 2014

. Responsible for receiving shipment for store inventory

. Scheduling appointments with clients for consultations

. Updating store inventory on excel

. Ordering and purchasing when stock is low

December 2012-March 2013 APEX SYSTEMS/ IT Hardware Specialist

. Responsible for shipping, receiving and inventorying of all IT assets

for the U.S. Department of Transportation Headquarters to include some

field units.

. Responsible for completing asset verifications for the purpose of agency-

wide accountability of all IT hardware and software.

. Basic knowledge of the Asset Management Lifecycle according to ITIL

practices.

. Responsible for cleaning, organizing and maintaining the Asset

Management Storage area.

. Microsoft Excel and able to update and reconcile an Asset Management

Database.

August 2012-December 2012 Powertek Corporation Pentagon/WHS Printer

Inventory Lead

. Coordinating times with VIP clients and CRMs for printer break fixes

and inventorying all new assets

. Scheduling appointment for our techs to replace damaged equipment with

new and updating all information into Remedy

. Resolving tickets with an updated status for replacement of printers,

toners kits etc.

. Managed printer queue assigning and rerouting tickets to its proper

groups.

. Checking the status of all inventoried printers with the IP address in

Web Jetadmin and placing the printers in the proper groups also

creating the print queues for missing printers

. Coordinated and scheduling project moves with our operations team for

new users

. Keeping remedy updated with all vital information and printing crystal

reports

. Assigning tickets to my team and scheduling locations accordingly.

Feb. 2011 -June 2012 Advanced Systems Development (ASD)

Pentagon/Washington Headquarter Services (WHS) Asset Coordinator

. Optimize IT asset control and inventory management processes to track

accountability, identification, and location, maintenance, contracts

and lifecycle status.

. Develop, implement and refine asset management processes and

procedures, including procedures for lost, stolen and damaged assets

. Interface with government agencies, customers and contractors to

ensure compliance with security requirements.

. Ensure compliance with all software licenses and software usage

policies.

. Install, configure and maintain desktop operating systems on desktop

and laptop/notebook computer systems.

. Ensure technical safeguards are maintained to provide controlled user

access, integrity or email, applications and user data.

. Maintain an inventory of all IT hardware and software assets. Includes

adds, deletions, and changes

. Effectively manage asset disposal programs in accordance with the law.

. Minimize IT hardware and software cost by effectively managing the

asset lifecycle and software licenses. Monitor software licenses owned

against actual usage

. Work with IT management, accounting, and procurement to review,

report, and track IT assets. Report unauthorized use of software to IT

management.

. Scheduling project moves working with my team and coordinating with

asset team.

. Project management taking on tasks assigned to me to coordinate new

users and moves with work station set ups.

Oct. 2008 Dec 2010 Chronos Systems Inc, Camp Springs, MD

Pentagon/Washington Headquarter Services (WHS) TIER I and II/Remedy

Coordinator

. Coordinated Tier II Staffing, coordinate Tier II Technicians. Actions,

coordinate all Install/special projects with appropriate Government

POC, supervise Tier II Tech proficiency, review/assign/track calls,

determine training requirements, develop and implement a training plan

for assigned personnel.

. Assigned to provide high quality technical support for the WHS Senior

Leadership.

. Responsible for telephone, email, and/or walk-in requests for support

for all systems and equipment within the WHS environment in accordance

with current or revised Help Desk SOPs and/ or service level

agreements.

. Interface with government agencies, customers and contractors to

ensure compliance with security requirements.

. Research, troubleshoot and resolve various computer software issues.

. Interface with Information Assurance to coordinate the download and

install of security patches in systems with vulnerabilities.

. Perform hardware/software testing and installation as required.

Perform hardware backups as required.

. Install, configure and maintain desktop operating systems on desktop

and laptop/notebook computer systems.

. Ensure technical safeguards are maintained to provide controlled user

access, integrity or email, applications and user data.

Dec. 2006 March 2007 Keller Williams Realty Clinton, MD

Office Administrator

. Directs and coordinates activities of sales and other real estate

activities.

. Screens and hires personnel.

. Conducts training sessions to present and discuss sales techniques,

ethics, and methods of maintaining sales quotas.

. Accompanies sales agents and clients to observe sales methods

utilized, and counsels agents regarding matters such as

professionalism, financing, and sales closings.

. Confers with agents and clients to resolve problems, such as repairing

property, or accepting closing costs.

. Sells or rents property for clients.

March 2006 Dec 2006 Verizon Waldorf, MD

Customer Service

. Responsible for working with employers and participants to accurately

respond to telephone and email inquiries.

. Adept at multi-tasking between multiple computer screens and provide

detail customer service reports to senior management.

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