Customer Service Information Technology

REGINALD NICKENS

**** ******* **** ***# ** • Silver Spring, Maryland • 240-***-**** • ************@*****.***

SUMMARY OF QUALIFICATIONS

Recent Information Technology graduate, offering 10 + years customer service. Strong problem-solving skills with ability to implement corrective processes while promoting customer retention and satisfaction. Skilled in: records management and documentation, problem resolution, Microsoft Office (Word, Excel, PowerPoint), MS Windows, and Basic Wireless Networking Protocols. Additional areas of knowledge:

Languages: HTTP, XML, LDAP, PL/SQL, DreamWeaver operation system, Oracle, Microsoft SQL Server, MySQL, IBM’s DB2, Microsoft access

Networking: Cisco CCNA Security, VMARE, VMare, ThinApp, LAN/WAN, UNIX, SAN, VLAN, Routers, Switches, IPV4/IPV6 TCP/IP, Cisco Security Device Manager

Operation System: Citrix Sun Microsystems, Windows Server 2003/2008, Cisco IOS, Windows XP, Vista, Oracle, Microsoft SQL Server, MySQL, IBM’s DB2

Servers: PKI Certificate Authority Server, Citrix Server, Windows 2003/2008 server, Exchange 2003/2007 Server, SQL Server, AD Domain Controllers, Terminal Server, EMS/SCCM Server, DNS, DHCP, Virtual/Remote Server, Cisco 200, 3000, 4500, 6500 Series switches, Cisco UCS C-Series Rack Severs, Cisco 2800, 3800, 3900, 3900, 7200 series routers, Remedy Database

EDUCATION

University of Phoenix May 2015

Bachelor of Science, Information Technology, June 2017

Associate of Arts in Information Technology: Networking

Relevant Coursework: Management of Information Systems, Wireless Local Area Networks

PROFESSIONAL EXPERIENCE

FIRST TRANSIT INC, Cincinnati, Ohio

Operator/Logistics, April 2008 – February 2014

•Operated transportation vehicle, charged with maintaining strict schedule in arrival and departure of customers with mental and physical disabilities; prepared daily cash and collected customer fares

•Provided excellent customer service by answering questions and engaging in friendly conversation to build rapport with clients

•Maintained daily record of vehicle maintenance, safety inspection, schedule, and incident occurrences

•Operated vehicle in accordance with Smith Driving and Metro Access policies

PRINCE GEORGE COUNTY, Brightseat, Maryland

Income Maintenance Specialist May 2000 – June 2008,

•Managed caseload of 500+ clients in eligibility for Medicaid, verifying income, demographic and family information in the processing of claims; audited files in annual eligibility determination

•Interviewed up to 20 customers face-to-face and by phone weekly to collect information for files

•Entered and updated client data in department’s proprietary software, Maryland Medicaid Information System (MMIS), to maintain current client records and documentation

•Testified at appeals hearings to justify reasons for Medicaid claims denials

•Represented Long-Term Care Department three times in State’s study on poverty and related sociological community problems

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