Customer Service Professional Experience

EDUCATION

The Michigan State University East Lansing, MI

The Department of Telecommunications Expected Graduation May 2015

Bachelor of Science in Media & Information Major GPA: 3.52 / 4.0

Minor in Information Technology GPA: 3.18 / 4.0

Concentration Media Management

FUNCTIONAL & TECHNICAL SKILLS

Coordinated & Implemented Website & Social Media Build-outs

CSS, HTML, Javascript & Python

Determine, Analyze & Visually Represent Systems Requirements and writing BRD

Adobe Creative Suite, Metaio, Illustrator & Dreamweaver

Analysis, Design & Implementation of Operating System Platforms

MySQL

Gather Business & System Requirements & Implement Data-Diagram Flow, Entity Relationship Diagram

MS Windows & Mac

Build & Maintain Team and Client Relationships

Analysis, Design & Setup of Network Protocols; TCP/IP, HTTP, DNS, DHCP

Network Protocol Knowledge, Cyber Security

Visio, SharePoint, MS PowerPoint, Excel, Word & Access

Management Techniques - Vendor Management

User experience design; wireframes and analytics, CMS

Bilingual- English and Farsi

Agile Scrum, Waterfall Practices, Software Development Lifecycle

PROFESSIONAL EXPERIENCE

Protek Information Technology Services New York, NY

IT Support June 2015- present

Aided in development of system solutions and prepared written reports on solutions offered

Created demos describing our understanding of clients’ environment and managed vendor relationships.

Assisted in company website design, development, implementation and maintenance of contracted services

Gathered client functional and technical requirements to provide analysis for most suitable COTs market and presented finding to clients

Institute of Water Research East Lansing, MI

Web Development and Design Intern Jan 2015-May 2015

As project manager, defined technical requirements and documented plans for project lifecycle deployment including scheduling of

project deliverables, scope, and budget

Used card sorting to design information architecture & prepared documentation and training to client once site completed.

Performed usability testing and assisted in implementing UI style guide for software as well as provide site analytics

Served as the liaison between consultants and clients in order to meet client technical and functional system requirements

Michigan State University East Lansing, MI

Research Assistant May 2014-Aug 2014

Deployed and monitored survey campaigns to research participants by posting our study on SONA, Michigan State’s research

study forum and assisted in the preparation of research protocols, reports, and presentations

Managed participants who signed up by notifying them of time, location, and materials required to ensure timely and effective

collection of data

Created the research questionnaire and prepared the lab daily with required materials to conduct the study

Collected, managed, and analyzed survey data in Microsoft Excel comparing data results to control group

TRAINING EXPERIENCE

Michigan State University East Lansing, MI

Service Center Supervisor Sept 2011 – May 2015

Provided residents with customer service, equipment, mail, safety and information

Oversaw employees and five residence buildings as well as trained and mentored new hires

Managed the loaner item online system by keeping track of the items that were logged in and out of the desk to

eliminate discrepancies

Responsible for selling, collecting, and auditing cash bank and stamp sales

Michigan State University East Lansing, MI Statistical Comm. Teaching Assistant Jan 2012-May2012

Held weekly office hours to assist students with curriculum and various assignments

Administered final project to students and created study guides for exams

Proctored exams of over 300 students and implemented Academic Integrity policies of the university

Coordinated with teaching assistants from other sections to produce exam questions that best reflected the semester curriculum

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