Customer Service Management

BERNARD C. LUCAS, JR.

**** ******* *****, *.*., Washington, D.C. 20011 USA

Cell: 202-***-**** Email: ***************@*****.***

Security Clearances Obtained: Secret Clearance & Public Trust

Technical Knowledge

Programming Language: HTML, Java

Operating Systems: Macs (OS 9 – 10.7.2), PCs (DOS, Windows 3.1, 95, 98, 2000, NT, XP, ME, Vista, 7), Remedy

Applications Software: Adobe Suite, Macromedia Flash, MS Office, MS SharePoint 2007, MS SharePoint 2010, MS SharePoint Developer, MS Outlook,

MS Word, MS Power Point, MS Excel, MS Access, TLC, Active Directory, Summation, Law 6, iManage, Case Map, RUMBA, Active Client, SCCM, Adobe

Acrobat Professional, Internet Explorer, Firefox, Go 2 Assist, Remote Desktop Connect, Windows Easy Transfer, Citrix VPN Client, and Service Desk

Peripherals: iPhone/Blackberry, Samsung Galaxy, fax machines, scanners, local/network printers, laptops, copiers, projectors, & AV equipment

Academic Qualifications

Hampton University Hampton, VA

Major: Business Management Graduated: May 2001

Degree: Bachelor of Science

Professional Experience

Parsons, Inc. Washington, DC

Information Systems Support (ISS) January 2015- Present

End User Support Technician (Contractor)

• Provides desktop support of all standard applications including, but not limited to, Windows operating systems.

• Assists technical staff in installing, maintaining and/or upgrading PC-networked software and peripheral equipment such as monitors,

keyboards, printers, cable and wiring connections, phones and audiovisual equipment.

• Works directly with higher level IT support staff to resolve difficult problems including LAN, WAN and special application issues.

• Troubleshoots and identifies software, and/or hardware, and/or network, and/or telecommunications problems as called in by end-users,

using diagnostic equipment as necessary and follows through to resolution.

• Answers, evaluates, and prioritizes incoming telephone calls, voice mail, e-mail and in-person requests for assistance and sets end-user

expectations for resolution time and communicates changes in status as necessary

• Hands-on experience supporting Windows Desktop Enterprise technologies (e.g. SCCM, WIM Creation, Capture and Deployment Task

Sequence tools, Microsoft Deployment Toolkit (MDT), Automated BIOS configuration and updates, WinPE, Active Directory & Windows .

AGI Mission Support Services, Inc. Washington, DC

The U.S. Department of Treasury August 2014-December 2014

Office of the Inspector General

Office of Management

Help Desk Analyst/Desk side Support (Temp/Contractor)

• Provided deskside support to users with the use and functionality of personal computers, laptops, and networks

• Installed an upgraded troubleshoot, imaged, built PCs for new users, serviced as well as repaired personal computers, laptops, network

related equipment, printers, scanners, and other IT related peripherals and equipment

• Worked with Remote Desktop Connection and Go To Assist Expert to remote into PCs and trouble shoot user issues in regards to VPN

Citrix Client

• Logged tickets in the system Service Desk with details related to user issues and resolution

• Assisted Auditors, Chief of Staffs, Directors, Criminal Investigators on technical issues and technical support

• Triaging and performing software and hardware repairs on computers and mobile devices

• Experience supporting an assisting with a Windows 7 imaging and reimaging environment

• Used Active Directory in regards to password resets, account lock outs, change/add computer groups and OUs, and updated PC/user

credentials

• Assisted with updating laptops to Windows 7 specifications for new and existing users in regards to hardware, software, and user/computer

policies

BAE Systems I&S

US Department of Justice Washington, DC

Anti -Trust Division- ATR Help Desk April 2014- August 2014

Help Desk Analyst/Deskside Support (Contractor)

• Field incoming incident or service requests from internal customers via telephone, web and e-mail in a courteous manner.

• Build rapport and elicit incident details from service desk customers to record incidents – document all pertinent end customer

identification information, including name, department, contact information, and nature of problem or issue.

• Provided deskside support while recording, tracking, and documenting the service desk request problem-solving process, including all

successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Access knowledge bases, policy manuals, frequently asked questions resources and other reference materials to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the organization

• Perform fixes at the desk side/desktop level using remote tools which will include installing and upgrading software, installing hardware,

and configuring systems, applications as well as Citrix VPN Client

• Perform communication activities to customers in regards to the implementation of programs, policies and services provided by the ATR

Helpdesk

• Lead & assisted with the Windows 7 Deployment for agency and division upgrade of applications, systems and PCs

NCI, Inc.

The U.S. Department of Defense Arlington, VA

ITA/Field Services Field Services Deskside Support October 2013-March 2014

Deskside Support Technician (Contractor)

• Installed and troubleshoot network printers, local printers, scanners and other peripherals

• Provided quick, responsive, high quality and consistent technical support and customer service

• Involved with using Active Directory, Windows Server and Workstation operating systems

• Understanding of TCP/IP and basic commands to resolve network connectivity issues for end users

• Deliver support to end users about how to use various types of software programs efficiently and effectively in fulfilling business objectives

• Image, encrypt and deploy workstations (desktops & laptops) for end users

• Assisted & resolved PC & software issues and technical inquiries by remotting into user workstations with Remote Desktop Connect

• Supported and assisted top level military officials, high ranking military personnel, senior level DoD staff, Chie of Staffs, & Directors with

technical assistance pertaining to software/hardware issues.

• Assisted with updating laptops to Windows 7 specifications for new and existing users in regards to hardware, software, and user/computer

policies

Compaid, Inc.

International Finance Corporation-World Bank (IFC) Washington, DC

Deskside Coach (Contractor) March 2013-September 2013

• Visited users deskside who were deployed to provide deskside coaching and technical support

• Provided knowledge of Office 2010, Internet Explorer 9, Windows 7 and Lotus Notes 8.5.2 for user training/coaching

• Provided critical technical/training support to staff as part of the project deployment for the ED7 PC Refresh

• Logged user visits in database and worked with the Training Team Lead for updates to the Access database

• Provided hardware and software assistance for users due to the Widows 7 migration deployment

• Supported Senior VPs, VPs, Chief of Staffs, Directors, and Team Leads on technical matters and technical issues

• Provided MAC support for remote users, installed/configured MAC desktops to LAN, configure MAC laptops for wireless connectivity

• Assisted with technical issues regarding Macintosh environment at International Finance Corporation

• Researched new application for the Macintosh environment, Test all new software application for the Macintosh computers and Xservers,

Make and push packages for approved software for the Macintosh computers, Run software scans on Macintosh computers for unapproved software,

Fixed broken hardware on Macintosh computers, & trouble shoot any problems with the Macintosh computers, servers or network problems for the

Macintosh environment

ANASEC, Inc.

Federal Emergency Management Agency (FEMA) Washington, DC

Customer Service September 2012-March 2013

Personnel Security Division

Office of the Chief Security Officer

Personnel Security Specialist (Contractor)

• Assisted with to conducting background checks, process security clearances, conduct criminal or counterintelligence investigations

• Compiled, analyzed and evaluated the investigative data on each file while preparing an abstract of pertinent information including a

comprehensive recommendation pursuant of an individuals' suitability for employment or retention.

• Developed and researched policy and operational issues in security techniques, methods and practices to meet the changing needs of

FEMA in satisfying personnel security requirements and in maintaining control and custody of very sensitive reports

Compaid, Inc.

The World Bank Washington, DC

IT Staff Support Analyst (Contractor) May 2012-June 2012

• Possessed a solid understanding of SharePoint features, administration, and security configuration and design for this one month

project

• Ability to write/document requirements rapidly with attention to detail and understanding of underlying information and technical

architecture

• Assisted with the development & administration of Knowledge Management website sites & SharePoint sites for program launch

by end of fiscal year

• Demonstrated, outstanding analytical skills as applied to the critical evaluation of processes/systems against business objectives,

including pro-actively identify opportunities for process improvement, simplification and streamlining, and initiative in seeking out and

assessing relevant, external best practices

• Knowledge of the Bank’s technical and operational infrastructure, and ability to interact effectively with HDN group, and other

units on policy and technical issues

Open Systems Technologies

Fannie Mae Reston, VA

Internal Control Tech/Technical Support Analyst (Contractor) October 2011-April 2012

• Assisted with the implementation of the MSP Password Clearinghouse Reset project. Assess risks, document processes, & test controls

• Assisted with construction & maintenance of the new MSP SharePoint site for Access & Controls

• Ensured and drafted documentation for MSP Password Clearinghouse Reset project compliant with the Enterprise standards

• Provided and setup users and teams for site permissions in regards to SharePoint sites

• Conduct research for and respond to inquiries from internal and external points of contact

• Manage a centralized calendar and coordination of password resets across the enterprise

• Assisted with the creation and implementation of the MSP Password Reset Workflow

K12, Inc. Herndon, VA

Enrollment Consultant May 2011- August 2011

1. Supported the Colorado Virtual Academy and Arizona Virtual Academy by utilizing resources to call prospective students/

customers, sharing information with them about K12 and its numerous educational product offerings

2. Prioritize leads available, based on time zones, enrollment availability, lead received time, to make most effective use of calling

time relative to sale potential

3. Develop relationships with parents/families as an educational advisor and consultant generating and enhancing interest in various

K12 products and services

4. Understand differences between Virtual Academies(VA), District programs(VSP), private charter schools, home schooling and

other product offerings with the ability to describe the differences to potential customers

5. Discern parents/responsible adults and students needs, desires for a education solution and the fit of various program offerings

based on location, availability and time of the year

Compass Solutions Corporation

The United States Department of State- Foreign Service Institute Arlington, VA

The Bureau of Information Resource Management, State Messaging and Archive Retrieval Toolset September 2009-February 2011

Program Analyst (Contractor)

6. Drafted, processed and submitted eCC (eCountry Clearance) requests for the SMART Team for clearance to travel to foreign

countries on official U.S. government business

7. Provided administrative support related to travel, passports, visa requests, and day to day functions for overseas deployment to

post

8. Constructed, maintained, and updated SMART program Sharepoint sites in relation to course listings and itineraries

9. Edited and created Sharepoint content such as files, documents, and general information for registration at international post

location for students and trainers

10. Managed various methods for customization and configuration of web areas within the Sharepoint development, custom

permissions, and workflows

Visa, Inc. McLean, VA

Account Support Center April 2007-September 2009

Account Manager

1. Performed relationship management for internal and external Visa clients. Coordinated VisaNet support, problem management

and system enhancement consultations. Provided client guidance as it relates to VisaNet services, operating/regulations

guidelines, integrated billing transaction research and problem status and closure, chargebacks, and other Visa reporting concerns.

2. Managed operational relationship and fulfilled service support needs for Financial Institutions, Merchants, and Processors.

Provided Tier level operational support for clients.)

3. Maintained a working knowledge of Visa services, products, and systems. Coordinated internal resources to accomplish Visa and

customer objectives, ensured processing system performance standards were met and advocated the customer perspective.

The United States Department of State Arlington, VA

Overseas Buildings Operations, Project Execution Office, Construction & Commissioning Division August 2005-April 2007

The Construction Administration Branch

Program Support Assistant (Contractor)

1. Provided administrative and technical support for the Construction and Commissioning Division.

2. Demonstrated the ability to write reports, letters, and other documents with recommendations for management requests,

activities, and projects

3. Promoted to the Construction Administration Branch (CAB) while supporting the Project Control Engineers on project planning,

design, construction and security scopes of work, contract awards in regards to Comprizon, coordinating and tracking

program/project efforts, and assisted on the analysis of administrative processes and programs relevant to the division’s mission,

enhancement of their efficiency and responsiveness to requirements, and administer them to achieve mission objectives

4. Collected and analyzed OBO internal construction data and supports division director, branch chiefs and project teams in their

management, access and analysis data as well as interpreting and analyzing quantitative and qualitative data on project/program

activities for which the division has responsibility and generates presentation materials for monthly reporting to executive level

officials

The Hertz Corporation Dulles, VA

Assistant Manager/Customer Service Manager April 2004-June 2005

1. Provided quality customer service to clients in regards to rentals, reservations, and returning vehicles assuring overall satisfaction

at one of the busiest Hertz locations worldwide (1000 reservations and 900 returns daily)

2. Developed excellent communication skills by interacting with customer on issues pertaining to Hertz Gold/Counter Service and

managing/supervising Hertz employees relating to employee relation issues

3. Directed the P.M. shift while ensuring all objectives and duties were met. Accounted for daily cash transactions, forecasted the

expected location rentals for the following day, made sure all necessary reports/manifests are processed and completed, while

finalizing deposits/cash drawers for calculation and preparation

The United States Senate Washington, DC

Staff Assistant September 2003-January 2004

1. Served on the staff of Senior Republican U.S. Senator Arlen Specter of Pennsylvania

2. Administered to a variety of tasks in administrative support, updated constituent inquiries, conducted high volume mail sorting,

and supported the Systems Support Manager

3. Interacted and collaborated with Legislative Assistants and Legislative Correspondents on a variety of critical issues pertaining to

Pennsylvania constituent views and concerns

4. Assisted the Systems Administration branch with technical support in regards to server trouble-shooting, equipment

malfunctions, and general PC

assistance

Pitney Bowes Management Services Washington, DC

Customer Service Specialist May 2003-July 2003

5. Performed alongside the Asset Managers within the Fleet Services Division on two accounts (Conventry and Constellation)

6. Developed time management and multi-tasking skills such as fulfilling requests for customer purchase orders, resolving customer

service issues, and

processing purchase requisitions for client orders successfully

7. Determined corporate finances regarding customer purchases, inventory, while projecting corporate requirements and managing

suppliers

Personal Background

1. Willingness to learn and grow professionally

2. Possess great customer service skills and an excellent ability to communicate with people and lead by example

3. Strong knowledge of project and program management methodology w/course training

4. Ability to work in a fast-paced environment

5. Possess strong organizational skills with the ability to manage projects and processes

Contact this candidate