Customer Service Computer Science

Berwin Williams

*** * ****** ***. ********, IL **901

Phone 815-***-****

Email: *************@*****.***

PROFESSIONAL SUMMARY:

Solutions oriented IT professional with 8+ years of experience in the IT field. Highly knowledgeable in network administration processes with success directing and designing a broad range of IT and policy initiatives. Also, experienced in planning, analysis, and implementation of IP solutions that are in direct support various forms of business objectives. Hands-on experience in leading test teams in all stages of system development; such as joint application design, testing, updating, deployment, and support. Seeking a position where I can utilize my exceptional computer skills, abilities and experience in the support technician field to ensure the success of a growing organization.

CORE COMPETENCIES:

Design Network Systems Implementation

Strong Communication Skills

Strategic Planning

Business Impact Analysis

Leadership Experience

Data Integrity and Recovery

Regulatory Policies Knowledge

Ability to Multi-Task

PROFESSIONAL EXPERIENCE:

Illinois Center for Education & Rehabilitation – Chicago, IL 2014-2015

Information Services Specialist

Vocational Incubator Program State of Illinois and US Department of Labor program for people age 18 – 26 with physical and mental disabilities

Ensured all computer issues were resolved expeditiously

Developed a document to contact the help desk for issues and tracking

Supported 59 end-users desktop and laptop computers running Window and Apple based Software

Administered and update the VOIP PBX system

Assisted with monthly system update and backup cartridge for computer and security camera system

Developed Vendor relationships for products and Services for the center

Monitored and Updated all printers, faxes and software for Apple and Windows Lab equipment

Designed a Policy Manual for VIP program

Designed a Marketing Brochure for Program

Illinois Student Assistance Commission – Deerfield, IL 1991 -2008

Preclaim Counselor/ Procedures & Systems Analyst/ Business Analyst/ Production Control Administrator/ Outreach Specialist/ Rules Officer

Annually issues of over $1 billion in monetary awards such as scholarships, loans and grants for post- secondary education. Where must programs are viewable and applied for via electronics means.

Rules Officer

Assisted in the policy & program Rules development

Interviewed possible recipients and entities/agencies the rules were designed to assist

Interpretive writing of Legislative Bills & Laws

Outreach Specialist

Developed strategies to identify best practices, processes and procedures to deliver services to customers

Applied customer service methodologies to design means and ways to better serves ISAC partners & students

Production Control Administrator

Utilization of XML to retrieve data elements

Application of Common Origination and Disbursement to ensure flexible record flow

Worked Common Account Maintenance

Created and maintained standards for electronic exchange of data from the federal government, universities & schools

Business Analyst

Developed test scripts, executed test scripts, documented test results, Integration & Software Testing

Training development & Design elements for a new computer system via old computer system

Utilized report writers such as Mobius and Crystal Reporting Four (4) years’ experience working with procure to AP processes enabled by a tier 1 package payroll application (Oracle, PeopleSoft, SAP, etc.).

Experience training end users on procure to pay business processes within an ERP environment

Experience in organizational change management processes and within any IT environment

Knowledge of AP business functions and integration with procurement business functions

Knowledge of AP and procurement business functions within an ERP application

Procedures & Systems Analyst

Developed, assisted, & defined special projects and Used SMTP/POP3 for data transfer of files

Analyzed information & evaluated input from IBM main frame systems & languages: Cobol, Fortran, JCL & RPG

Extensive experience with report writers such as Mobius and Crystal Reporting

Design forms, applications, manuals & brochures

Preclaim Counselor

Leadership & Team Development (Total Quality Management)

Customer Service activities, phone in/outbound calls, prepped claims documents for third party payments.

EDUCATION & CERTIFICATIONS:

IT Career Lab – Chicago IL 2015-2016

CompTIA Network+

Cisco Certified Network Administrator /Cisco Certified Entry Networking Technician

Governors State University- University Park, IL

Master of Business Program – Business Administration

Lane College – Jackson, TN (Completed)

Bachelor of Science Program – Business Major and Computer Science Minor

COMPUTER SKILLS:

Operating Systems: DOS, Windows Operating Systems Linux

Networking: OSI Model, TCP/IP, UDP, Ethernet, RIP, OSPF, EIGRP, STP, VLAN, routers & switches

Software: MS Office Suite (Word, Excel, Access, Power Point, Publisher) Visio, Adobe Suite, Web Browser, Internet Explorer, Chrome, Firefox, Active Directory, Crystal Reporting, Power Builder

Hardware: Scanners, fax machine, security cameras, copiers, printers, Apple & Windows PCS, Laptops Switches, Routers and backup equipment, IBM

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