Technical Support Data Entry

Linda Dyson

College Park, Georgia *****

Mobile: 770-***-**** Email: *********@*****.***

Objective

Retired professional with extensive experience in service operations and change management, seeking part-time or consulting opportunities to leverage my expertise in customer service, technical support, and process improvement.

Professional Experience

BJ’s Wholesale Club – College Park, GA July 2022 – Present

Part-Time Cashier

Assist customers with purchases, ensuring a timely and accurate checkout experience.

Maintain a high level of customer satisfaction through efficient service and friendly interactions.

Assist in other departments, as needed.

SITA – Atlanta, GA May 1997 – July 2021 (Retired)

Messaging Specialist/Engineer, Service Operations

Provided technical support to both internal and external customers, ensuring services aligned with SLAs and customer contracts.

Acted as the primary point of contact (SPOC) for customers, managing communication and coordinating timely service resolutions.

Handled incident and problem management, collaborating with resolver groups to restore service within set timeframes.

Conducted proactive maintenance of systems, performing diagnostics to prevent service interruptions.

Supported service delivery during cutovers and ensured the implementation of change management, configurations, and product design.

Identified operational issues, documented lessons learned, and improved service delivery practices.

SITA – Atlanta, GA August 2018 – July 2021

Change Manager

Developed and implemented change management plans for organizational initiatives.

Assessed risks, managed stakeholder communication, and developed strategies to mitigate the impact of changes.

Organized and led Change Advisory Board (CAB) meetings, prioritizing changes based on business objectives.

Tracked change progress, provided management updates, and conducted post-implementation reviews.

Supported organizational readiness for change, overseeing training, communication, and implementation activities.

U.S. Census Bureau – Atlanta, GA March 1980 – April 1997

Supervisory Computer Assistant

December 1989 – September 1991

Supervised data transcribers and oversaw computer-related tasks to ensure efficient operations.

Lead Data Transcriber

January 1985 – 1989, October 1991 – April 1997

Led a team of data transcribers, managing workload distribution and quality assurance.

Data Transcriber

March 1980 – December 1985

Entered data accurately and efficiently, contributing to the smooth operation of data processing.

Education

Atlanta Area Technical School, Atlanta, GA

Certificate – Computer Data Processing

August 1977 – September 1978

D.M. Therrell High School, Atlanta, GA

Diploma

August 1972 – June 1977

Certifications & Achievements

ITIL Certification – May 2011

VIA Award, Outstanding Customer Service (2x), SITA

Honored for Outstanding Academic Achievement in Computer Data Processing – September 1978

Who’s Who Among American High School Students – 1976-1977

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