Technical Support Management

COURTNEY KEIR **A Academy Street, Greenwich, New York 12834

518-***-**** ~ ********.*****@*****.***

PROFILE

With a Master’s of Science Information Management, I have a total of twenty years of administrative experience in public, private, and academic sectors. I have a strong concentration of experience in both schedule management and records management. I have also worked with local studies archiving, payment processing, and technical support. I am seeking a permanent, full-time position in an administrative setting.

EMPLOYMENT

July 2016-Nov 2016 DAVIN HEALTHCARE SOLUTIONS Technical Support Specialist/Admin and Records Management (Post Eliminated)

Spearheaded company-wide records management project to secure digital archives and create file/folder naming conventions for access of information

Conducted security audits for all current employees and identified possible HIPAA breach areas

Standardized help-desk support portal and fulfilled duties of technical support specialist by answering client inquiries via phone, email, chat window, and ticketing software

Performed daily administrative tasks inclusive of meeting scheduling, minute taking, scanning and disseminating paperwork

April 2015-April 2016 PERTEMPS RECRUITMENT SQA Verifications Administrator

●Acted as help-desk coordinator to aid academic instructors on use of the

academic portal

●Tracked status of verification records to ensure publication deadlines met the Service Level Agreement standards

●Maintained schedule for the academic instructor’s to establish an estimated time line for documents to be uploaded

Aug 2013 – Feb 2015 CARRGOMM CARE ORGANIZATION Office Manager

●Coordinated the scheduling for a staff of 65 support workers

●Advised change committee on creation of rolling shift rotation structure

●Performed coordination duties involving covering employee absence, managing travel arrangements, and reconciling employee sign-in procedures

●Migrated hard copy client records to digital format and updated online Carista and CM 2000 databases

Apr 2012-June 2013 ADECCO RECRUITMENT EDINBURGH COUNCIL Records Management

●Designed corporate filing structure of digital documents and created search aids for paper records

●Procured and implemented an Electronic Records Management System and migrated records from shared drive and various hard drives

●Created a model records management plan which covered classification, storage, and destruction policy.

Jan 2010-Feb 2012 THE WATT LIBRARY/MACLEAN MUSEUM Local Studies Archivist

●Trained staff on reference interview procedures and genealogical research techniques

●Provided reference services for genealogy and local history research

●Explained and assisted in the use of reference resources, including microfilm machines, and periodic indices to locate information and searches using the On-line Public Access Catalogue

●Maintained reference and circulation materials

●Digitized newspaper collection and created on-line indexes for search and retrieval

June 2007 - Oct 2009 SARATOGA SPRINGS PUBLIC LIBRARY Reference Librarian II

●Coordinated budget management and stock circulation of serials using Polaris Library Management Software

●Provided reference services for a large public library population

●Assisted in interviewing and coordinating scheduling for 12-15 volunteer and assistant library staff

●Worked to procure new acquisitions and inter-library loans

●Organized presentations on use of library resources and bibliographic querying

Sept 2007-Dec 2007 LUCY SCRIBNER LIBRARY SKIDMORE COLLEGE Graduate

Scheme

●Procured materials using Illiad software and uploaded articles for course

reserves on the Blackboard Learning Management System

●Catalogued new acquisitions and prepared them for circulation

●Provided reference services in a high volume research setting using ready reference and scholarly databases

●Assisted students with photocopying and microfilm utilities while adhering to academic fair use and copyright regulations

April 2005-Dec 2007 STATE FARM INSURANCE Audio Typist/Administrative

Composed claims letters on audio diction software from agent field notes, updated client records/files in corporate database all while adhering to insurance guidelines by redacting sensitive information in compliance with Data Protection regulations

EDUCATION

Graduated 2007 STATE UNIVERSITY OF NEW YORK AT ALBANY

Masters of Science Information Management

Coursework covering cataloguing, records management/archiving, rare books and manuscripts, and reference/research methodology.

Graduated 2000 SKIDMORE COLLEGE

Bachelor of Arts English Literature

Concentration in creative writing and focus on poetry. Authored a chapbook of local colour work

This served as a capstone project for my final course credits.

ADMINISTRATIVE SKILLS

Mail merger, Minute Taking, Microsoft Suite, Open Office Suite, Touch Type 50 wpm, Happy Fox Ticketing and Chat Agent, Davin Recruitment Software

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