Customer Service Administrative Assistant

Cover letter:

Resume of

Kaylan M Bomba

Regarding the Maintenance Customer Service Postition at The Michael's Organization working Full-time located on and around Fort Huachuca, Arizona, USA.

Respectfully submitted pro se

September 28, 2024

Kaylan M. Bomba

Unlisted address

Sierra Vista, AZ 85635

520-***-**** - Mobile

*****.*****@*****.***

PROFESSIONAL SUMMARY

Customer Service professional with ITIL knowledge and administrative assistant experience. Reliable team player known for going the extra mile to provide top-level support. Specializes in quality, speed, and efficiency to maintain customer satisfaction. Seven years of supervisory experience in retail and three years in Information Technology and End-user Support.

SKILLS PROFILE

Financial Management

Strategic Planning

Sales and Marketing

Communication

MS Office

Problem-Solving

Organizational

Time Management

Responsible

ITSM Proficient

Analytical and Methodical

Help Desk Support- ITIL Foundations

Computer Diagnostics

Leadership

Professionalism

Lean based Customer Service

Security Clearance

WORK EXPERIENCE

Stay-at-Home Mother for Disabled Child

February 2023 - Present

As a dedicated mother, I made the decision to stay at home and provide full-time care for my disabled child. During this time, I have honed my abilities in organization, time management, and multitasking while advocating for my child's needs. Now that my child is getting older and requires less of my constant care, I am excited to begin a new chapter in my work life and utilize these skills in a professional setting.

Video/audio technical specialist- Assistant Manager to GM November 2016 - February 2023

Army and Air Force Exchange Service, Fort Huachuca, AZ.

Programmed and troubleshot a ChristyIMB HD video projector with a Bose audio custom setup (full digital 3d version)

Independently ensured 500 patrons were accounted for and operations ran accordingly with safety plans remaining enforced

Supervised up to seven subordinates in addition to delegation of tasks for temporary event staff

Conducted weekly inventory counts, completed ordering and store transfers via ASAP

Prepared and filed AD HOC and EOD reports for review by the general manager in MS Excel

Completed cash deposits and accounting paperwork as required

Built employee schedules on a weekly basis depending on specific strengths of staff and anticipated work demands, approved and submitted payroll sheets

Adapted to the frequency and scope of cleaning tasks

Led Western Division AAFES Sales for three consecutive quarters with a team of only four members starting the FY2017

Promptly resolved any problems with quality, asset control, workplace safety and security issues (trip hazards, failed lighting, non-working auditory aides, handicapped persons limited access concerns, reports of suspicious persons and unauthorized recording attempts, breaches in physical building security)

Trained personnel in proper equipment maintenance and troubleshooting techniques

Rotated visual and digital marketing advertisment displays to feature new releases and current promotions

Developed detailed performance review plans for subordinates based on broad guidance and individual needs

Help Desk Support Specialist-Associate October 2009 - February 2011

STG, Inc., Sierra Vista, AZ.

Streamlined and optimized the workflow of work-order requests across diverse communication channels, including telephone, email, walk-in, and direct communication from management using Remedy ITSM (CRM platform)

Conducted initial assessment and diagnosis of issues following standardized operational procedures (SOP) to ensure efficient problem resolution

Monitored and tracked the progress of issue resolution, ensuring compliance with service level targets (SLT) and escalation thresholds

Provided timely and clear updates on ticket status, maintaining comprehensive and detailed work logs

Ensured successful resolution of issues by conducting thorough verification before closing tickets

Demonstrated proficiency in database mining, creating comprehensive procedural guides, and methodically troubleshooting site connectivity challenges

Supervised and mentored a team of up to ten staff members, providing guidance and support to enhance performance and productivity

Conducted comprehensive debriefings of operational event reports with senior leads to identify opportunities for improvement

Assumed responsibility for team and individual actions related to VIP ticket protocols

Ensured the accuracy and relevance of support documentation, contributing to knowledge and document management tasks and seamless collaboration among team members

Security Receptionist February- June 2009

STG, Inc., Sierra Vista, AZ.

Ensured all visitors were properly documented

Verified clearance statuses in the Joint Personnel Adjudication System (JPAS)

Controlled physical access to restricted areas and incumbents of active threats

Scheduled conference and VTC training rooms

Professionally represented the organization with senior level visitors

Devised operational workarounds for technology limitations within the facility access system

Installation Technician January - June 2008

TECHCONFED LLC., Colorado Springs, CO.

Designed and installed protected distribution systems (PDS) as a subcontractor for General Dynamics

Tested and troubleshot new and existing secured networks in numerous government buildings

Punched down RJ45 and related CAT 5e connectors

Guided team members in advanced design and installation techniques to resolve ongoing time/inventory constraints

Provided end-user training on performing troubleshooting operations and routine maintenance tasks of PDS

Developed standardized parts lists and tracked inventory parts in the warehouse

Provided finishing work so that work areas were safe for re-occupation

Expanded existing PDS to establish additional secured network access points in assigned areas

Administrative Assistant October - December 2007

ETI Professionals ENVIROTEMPS, Inc., Lakewood, CO.

Supported digitization of topographic maps by building a version control process for archives

Formatted database for information management in Excel

Processed work orders through Remedy and ITSM and developed a control log for asset tracking

Faxed, reformatted, revised, and filed or disbursed various types of correspondence and policy materials

Supported visual information services and customer support for the DOIM and DA incumbents

Performed as multi-line switch operator for all incoming calls and emails

Confirmed and scheduled meetings and conference rooms

EDUCATION:

Associates of Applied Science Degree with focus in Computer Networking January 2023 - Present (Part-time)

Cochise Community College, Sierra Vista, AZ. Completed courses :

Computer Information Systems

Intro to Programming

Network Security

Computer Operating Systems

Spanish 101/102

Modern/Legacy OS

REFERENCES:

Michael Bomba, retired NETCOM G5. 520-***-****

David Lopez, Family Friend. 520-***-****

James Schaefer, Employer 2009. 520-***-****

Additional references are available upon request

Contact this candidate