Customer Service Help Desk

EDUCATION

University of Maryland, Baltimore County (UMBC) Baltimore, MD

B.S. in Information Systems Graduation: December 2020

University of Maryland, Global Campus

Masters in business administration (MBA) Graduation: March 2024

CERTIFICATIONS/LICENSES

CompTIA Security+ January 2027

SKILLS

Help desk : remote troubleshooting, technical assistance over phone and email, tech savvy with copiers and printers

Programming: SQL, MYSQL, HTML, JAVA, C++, PYTHON

Software: Microsoft Office (Word, PowerPoint, Excel), MYCHART

Hardware: Technical support

Soft Skills: Customer service, project management, communication, team building

PROJECTS

Systems Design – business requirements Completed May 2020

●Collaborated with a team, gaining hands-on experience in analyzing a current system and designing a new one for a business.

●Used data models and process models like entity relationship diagrams and data flow diagrams to showcase business requirements and its use cases to satisfy the business needs of an organization.

Networking – logical diagram of a building Completed May 2020

●Collaborated with a team to draft a document that redesigns the campus wireless network for a specific building.

●Created a logical diagram with standard networking (routers, switches) symbols for the building.

Database – design for wedding event Completed December 2019

●Worked in a team to integrate a SQL code that will produce a database storing information about a wedding event.

●Utilized entity relationship diagrams and Pl/SQL in creating required entities and procedures to enable planning the event.

●Used basic code functions like select, add, delete, insert and update to solve complex problems over two SQL classes.

DATA MANAGER, Westat SEMPTEMBER 2023 to current

●Oversaw the collection of data from various sources such as state education departments, school districts, and individual high school.

●Ensure accurate and efficient entry of high school grade data into the database or data management system. This involves keying in data from physical or digital sources.

●Develop and apply data mapping procedures to standardize grade data from different states, which may have varying grading scales and formats.

●Design and maintain data schemas that ensure consistency across datasets from different states.

●Integrate data from multiple sources into a unified database, ensuring that all data points align correctly.

●Implement validation checks to ensure data accuracy and completeness during and after the data entry process.

●Identify and correct errors inconsistencies, or discrepancies in the data.

●Perform regular audits to ensure data integrity and address any quality issues promptly.

ANALYST /Morgan Stanley / TEMP/Baltimore city, MD March 2023 to August 2023

●Identifying settlement issues and discrepancies with external counterparties, sales, and the trading desk, to resolve fails and unapplied cash items and products.

●Worked in Fixed Income/ Baltimore asset services department to support allocation of entitlements to beneficial owners/clients

●Ensured to avoid risk reduction in the process of clearing breaks, initiating payments, and post payments bonds and maturities.

●Involved in the recording of validation, initiation, reconciliation of coupon claims, mission reports, and debt alerts.

●Developing and improving existing processes and reporting involving bonds and cash

●Daily interaction with broker dealers globally, internal sales/trading desks, other Operations groups and technology teams is required.

●Actioned and settled claims in an efficient manner to avoid spill over risk.

●Clearance of breaks and claims to avoid spill over to > 90 days across all products in GLASS.

●Set up daily governance and reporting of end of day breaches, summary mail and products signoff checklist assigned to each team member.

CLAIMS ADJUDICATOR / Alorica/ Remote work, MD Feb 2021 to June 2022

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Collaborated with engineering teams to develop brake system designs that meet the specific requirements of transit rail systems. Ensuring compliance with industry standards and safety regulations.

●Oversaw the procurement of materials and components needed for manufacturing. Coordinating with suppliers to ensure timely delivery and quality standards.

● Managed the manufacturing process to ensure that production schedules are met. Monitoring quality control procedures to ensure the brakes meet required specifications.

● Coordinated testing of brake systems to ensure they meet performance and safety criteria. Managing validation processes to confirm the reliability and durability of the products.

●Ensured that the brake systems comply with all relevant transit rail system regulations and standards. Keeping abreast of any changes in industry regulations and updating project plans accordingly.

●Identified potential risks related to design, production, and supply chain. Developing and implementing mitigation strategies to address these risks.

●Communicated with various stakeholders, including transit authorities, regulatory bodies, suppliers, and internal teams. Providing regular updates on project status, challenges, and milestones.

●Managed the project budget, tracking expenses, and ensuring the project stays within financial constraints. Identifying cost-saving opportunities without compromising quality.

●Developed and maintained detailed project schedules. Ensuring that all phases of the project are completed on time, from design and procurement to production and delivery.

●Conducted a thorough review after project completion to assess performance, identify lessons learned, and implement improvements for future projects.

●Coordinated with the customer service team to ensure support is available for the transit systems using the brake products. Addressing any issues or feedback from transit operators.

DATA ENTRY / WESTAT/PROJECT/ Rockville, MD Jan 2020 to Feb 2021

●Enter source and account data by inputting alphabetic and numeric information on keyboard.

●Order and track department supplies, software, equipment, etc.

●Assist with travel arrangements (domestic, international)

●Prepare routine and advanced correspondence including letters, memoranda and reports

●Maintain multiple calendars and staff schedules

●Assist with event and/or meeting planning

●Input data

●Develop and maintain various spreadsheets

●Sustain accuracy and availability of office records

●Track expenses, maintain budgets, prepare invoices

●Ensure efficient handling and appropriate distribution of business sensitive documents and information

●Assist in project and/or program management activities

●Research and analysis

●Promote and provide professional customer service, interaction and support

●Oversee document control

●Interact with various stakeholders

●Facilitate office operations

●Library maintenance

HELP DESK TECHNICIAN / UMBC Library/ Volunteer/ Catonsville, MD Feb 2017 to Nov 2019

●Responded promptly to requests for technical assistance in person, via phone, or by email.

●Diagnosed and resolved technical hardware and software issues related to printing, scanning, and faxing of documents.

●Tracked and informed management about recurring technical issues.

ADDITIONAL EXPERIENCE

CASHIER / Rite Aid / Severn, MD Jan 2018 to Aug 2019

●Provided an excellent customer experience by assisting with account updates, new service additions and promotional offers.

●Troubleshot and resolved issues with cash registers, card scanners, cameras, and printers.

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