TOC Technical Operations Center/IT Professional

Cheyenne Moondancer

**** ****** ****** ********, ******** 80504

Phone: 720-***-****

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

(prefer email or text message)

Education

High School Diploma, Orange High School

Orange, California 1979

Certificate of Minor In Family Social Work, Metropolitan State College of Denver Denver, Colorado 2001

Bachelor Degree in Metaphysics, B.Msc.

University of Sedona 2010

Work Experience

Wipro LTD- TOC for Citizens Property Insurance account Account 2.5 years Major Incident Management, Systems and Servers monitoring and reporting, running GOSU and BIPIP scripts, coordinating and validating monthly all-systems production patching and weekly CHG REL patching, VIP care, Coordination of Incident Severity Bridge Calls, facilitating prompt resolution and team coordination for emergency occurrences on all systems. Trained TOC staff and assisted in re-write of TOC manual.Promoted to 1st Shift during my time on this account.Successfully met or exceeded SLA standards at all times during my time in this role. Wipro LTD-Anthem Blue Cross Blue Shield Transition Account-3 mo. Tech Support Tier 1.5, CSR

Anthem Blue Cross Blue Shield Account

10 yr.background check

keywords: ServiceNow, Active Directory, O365, Win 7 and 10, InTune, Office2016, O365,Mainframe, CRM, FCR, WDE, HRS, Citrix, Cisco, remote and virtual technology troubleshooting/escalation. Chosen to assist in the transition of this account.Successfully met or exceeded SLA standards at all times during my time in this role.

Elevated access, promoted to VIP queues

Computer Task Group-Anthem Blue Cross Blue Shield Service Desk via IBM- 4.5 yrs Tech Support Tier 1.5, CSR

Anthem Blue Cross Blue Shield Account

10 yr.background check

keywords: ServiceNow, Active Directory, O365, Win10, InTune, Office2016, Mainframe, CRM, FCR, WDE, HRS, Citrix, Cisco, remote and virtual technology-troubleshooting and resolution/escalation. Successfully met or exceeded SLA standards at all times during my time in this role.

Elevated access, promoted to VIP queues, staff support team member. SAIC via Sekon Enterprises: Military Tricare Services Nurse Advice Line- 1.5 yrs, Call Center Rep, Nurseline Associate

Passed Public Trust Security Check and Secret Security to assist military members and families with Tricare insurance verification, appointment setting, and promoted to completing nurseline referrals, in a call center environment. Elevated access to every government hospital mainframe system in continental US. HIPAA certified. Successfully met or exceeded SLA standards at all times during my time in this role. 20 year background check

Computer Task Group: Tier One Tech Support, Morgan Stanley Wealth Management- 1.5 yrs 10 year credit and background check to perform tech support to various high security wealth management accounts at IBM for Morgan Stanley in a call center environment. Remote technology, databases, Windows,CRM, ServiceNow, Active Directory, FCR, financial services software. Successfully met or exceeded SLA standards at all times during my time in this role. Imagine-Out and About Community Access Coordinator- 7.5 yrs. Description of Duties: Coordinated a community-based recreation program for adults with developmental disabilities, with approximately 25-30 participants. Responsibilities included: Creating and maintaining all state and agency documentation (intake assessments, care plans, daily tracking, monthly summaries). Scheduled staff, participants, activities, and transportation to and from services, and to community outings in Northern Colorado. Responsible for maintaining program budget and expenditures in Excel format. Department representative to case management and state authorities. Monitored services and supports to ensure satisfaction and compliance during service delivery. Conducted Staff training and presentations at staff meetings. Published a monthly activity calendar and newsletter for parents of participants in Publisher format. Incident reports and follow up in Netsuite and Axcess databases. Developed ability-appropriate classes in cooking, gardening, and arts and crafts. Developed and maintained excellent working relationships with parents, providers, case managers, and community partners. Responsible for care and support of participants. I developed and taught classes in art, cooking, and life skills. Managed a caseload of 30 participants and their families.

Additional Training

Type 55 WPM

10 + years Call Center Experience 24/7

10+ years Level 1.5 Troubleshooting

20+ years Excellence in Customer Service

Additional Relevant Work Experience: Long-term Customer Service positions at Kmart, WalMart, Navy Exchange, Officers Club, Military Recreation Services, cashier supervisor and day care teacher at various Military facilities.

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