Kathy F. Jones
*** ******* **. ***********, ** **301
850-***-**** (c)
850-***-**** (w)
ad1eco@r.postjobfree.com
Objective
A highly organized and hard-working individual looking for a responsible position to gain practical experience and secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company.
Achievements
Florida Notary, Certified Public Manager, Mental Health Aide Certified
WORK HISTORY
DCF STATEWIDE HELPDESK 01/2005 to CURRENT
DEPARTMENT Of CHILDREN AND FAMILIES Tallahassee, FL
Answers calls, emails, and/or web tickets as assigned in timeframe set by Help Desk standards
Performs initial and advanced troubleshooting, when possible, resolution of customer issues and requests on authorized DCF applications, Hardware, and software
Assists customers with security access, administration, and password resets for multiple DCF systems
Accurately documents and assigns all ticketing system incidents and request as well as validate customer demographic data
Effectively Communicates the status to assignee and escalates when necessary
Provide customers with courtesy and respect while working towards resolution to the issue or request
Identifies complex incidents or requests and escalates to Supervisor or Tier 2/Tier 3 personnel as necessary
FLORIDA ABUSE HOTLINE 06/2001 to 01/2005
DEPARTMENT Of CHILDREN AND FAMILIES Tallahassee, FL
Performed at maximum productivity, with a sense of urgency to assist the hotline in reducing the abandonment rate
Accepting Child and Adult Abuse Reports by assessing allegations of abuse, neglect or abandonment of children, and vulnerable adults.
Ability to pay attention to details so that discernment may be used to apply the FL Statute 825 and 827 to each call
Use of effective communication style to best accommodate caller
Completed required training; stayed current with workplace policy and procedures
DEPUTY SHERIFF (RESERVE UNIT) 01/2000 to 03/2005
Leon County Sheriff Office Tallahassee, FL
Duties consisted of protecting citizens of Leon County
Issued arrest warrants, community details, security detail for Red Hills Horse
Patrolling of assigned areas including school or work-related competitions, Florida Fair, Parades and FSU home football games
JUVENILE ASSESSMENT COUNSELOR 01/2000 to 06/2001
Leon County - Juvenile Assessment Center (DJJ) Tallahassee, Florida
Duties included but not limited to completing comprehensive assessment
Biopsychosocial assessment, court retainment determination for arrested youth
Demonstrated respect, friendliness, and willingness to help wherever needed
Developed team communications and information for meetings
Led projects and analyzed data to identify opportunities for improvement
Used coordination and planning skills to achieve results according to
schedule
DRUG REHAB. COUNSELOR 06/1998 to 01/2000
Disc Village (Natural Bridge (MEN) Drug Rehab. Tallahassee, FL
Duties consisted of daily monitoring of clients which involved a tailed
Daily drug testing
One on one counseling sessions, group (rap) sessions, daily medication distribution, daily
case plans to include but, not limited to self and job enhancement courses,
mentoring classes to build self-esteem and ways to strengthen client's ability to
self-maintain to be introduced back into the community with post case plans for client and family unit
Led projects and analyzed data to identify opportunities for improvement
Demonstrated respect, friendliness, and willingness to help wherever needed
Developed team communications and information for meetings.
DATA ENTRY SUPERVISOR 06/1993 to 06/1998
Unisys Tallahassee, FL
Directly supervised 52-day shift data entry operators and 48-night shift data entry operators, indirectly
Responsible for keying in the Medicaid
Claims for the State of Florida
Reported statistics requested by senior management accounting for
database growth and call volume
Reviewed budget forecasts factoring department staffing and production needs
Developed and implemented department policies including Standard
Operating Procedures (SOP)
Conducted performance reviews of employee goals, objectives, and performance expectations
Created and maintained department work schedules for adequate
coverage during operating hours and overtime shifts
Increased data entry efficiency by 75% through streamlined processes
Compiled data and reviewed information for accuracy prior to input
DATA ENTRY TEAM LEADER 06/1988 to 06/1993
Consultec Tallahassee, FL
Directly served as an assistant supervisor to 52-day shift data entry operators
who were responsible for keying in the 12 different Florida Medicaid Claims of the State of Florida
Reviewed, corrected, deleted, and re-entered data to eliminate duplication of data and maintain data integrity
Evaluated source documents to locate information needed for each data
entry field
Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports
Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues, and improving them
Added documents to file records and created new records to support filing needs
EDUCATION
Florida State University, Tallahassee, FL
Bachelor of Science Criminology 05/2000
Tallahassee Community College, Tallahassee, FL
Associate of Science Criminology 06/1986
Skills
Certified Armed Security Officer
Florida Safe Families Network
State of Florida Medicaid Claims
Certified Public Manager
Mental Health Aide certified
CJIS certification to operate FDLE database
Computer: Excel, Access, PowerPoint, and Microsoft Word