Customer Service Air Force

CHENIKA R. TORNEY

**** ********** ***, *********, ** 20770 * 410-***-****) adcr2p@r.postjobfree.com

Experience:

General Dynamics/ValidaTek:

October 07, 2019 – Present:

Help Desk Technician I (Secret Clearance)

Identifies, researches, and resolves customer issues.

Act as a primary interface to customers for support issues.

Performs escalation procedures.

Properly assigns customer tickets priority using impact and urgency and product categorization classification.

Perform password resets for customers on applicable systems.

Collect information from callers and ensure that tickets are promptly and accurately documented in ticketing system.

Utilize the Cherwell ticketing system for knowledgebase to guide callers through resolution of reported issues.

Properly assign tickets not resolved to the appropriate support organizations.

Operate within the Customer Service Center phone, email, and chat tools to provides support.

Answers incoming calls via New Voice Media, works received email tickets, and process requests received via HSIN chat tool.

Creates and updates tickets for all calls, email, and chat requests handled.

Creates and updates Knowledge Management documents as needed for HSIN program use.

Reviews existing documents for currency.

Provides feedback and suggestions to management for improvements with HSIN Service Desk.

Telesis:

August 26, 2019 – September 23, 2019:

INTAKE SPECALIST

Andrews Air force Base

Collects data on a continuing basis utilizing a variety of sources and systems • Reviews and examines all data from customer’s tickets and provides metrics; reports any problems found and makes recommendations.

Use the Help Desk software to track and record all transactions

Create and maintain training materials for common workflow and issues

Maintain knowledge base records of solutions to known issues

Collects and merges data from databases and spreadsheets to display into other formats.

Perform data functions in Excel including Pivot and Lookup tables.

Utilize industry standard best practices for problem solving

Research and investigate alternate solutions from various sources when necessary

Request assistance from or escalate issues to appropriate internal or external resource Understand and perform basic PC peripheral installations as needed.

Perform Software installations both general and complex.

Runs various mathematical calculations to determine how the data metrics might best be applied to improve program activities.

Analyzes and reports on trends in data collected.

Assists staff in resolving complaints in data and customer service problems.

Performs other related duties as assigned.

Respond to requests for technical assistance in person, via phone, electronically, in a timely manner

Ability to patiently listen and understand the client’s issue or concern

Use appropriate judgment to identify, prioritize and escalate issues requiring urgent attention Regularly communicate status of resolution with clients

Ensure the issue has been solved and properly train client where appropriate the successful candidate will also demonstrate the following abilities:

Independent Decision Making: Uses intelligence, analysis, consistent rationality and objectivity when making decisions; Anticipates consequences of judgments with the ability to work autonomously with little supervision and a high attention to detail and quality.

ManTech:

July 8, 2019 – August 26, 2019

Annapolis Junction, MD

Create, Analysis and transmission of critical reports providing time sensitive updates to TSA customer organizations on potential terrorist activity

Assist with the escalation and bridge/conference calls for complicated maintenance activities and critical outages

Provide technical support on mission critical systems during maintenance activities and outages

Proactive monitoring of the health of the systems and data flow using commercial and proprietary monitoring tools Such as:

oSolar winds, Netcool, secure flight, Alert & Warning System, Time incident management system (TIM), Remedy,

Phone and email call triage requiring the ability to understand and respond to customer requirements

Incident and service request ticket creation, analysis, routing, updating and closure

Verify system application execution to ensure mission critical applications are operating as expected

ensure mission critical applications are operating as expected

Initial troubleshooting of IT and non-IT related issues identified thru monitoring tools and system checks

Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts and/or resetting passwords

Onsite facilities checks verifying the integrity of the mission systems

Chenega Worldwide Support:

March 08, 2019 – July 03, 2019

Print Client Associate (Secret Clearance)

Pentagon, Arlington, VA

Manage consumables and supplies

Perform basic device cleaning, and replacement of operator accessible parts and consumables per equipment specifications.

Pro-actively manage consumables and supplies using the DOS calculator.

Maintain on-site operator replaceable parts inventory

Basic troubleshooting of devices

Complete preventative maintenance on high frequency service items

Collect equipment meter information and submit for billing purposes

Perform basic equipment problem diagnosis

Serve as the primary customer contact for equipment support and service

Coordinate Move/Add/Change (MAC) process

Perform Data Entry for activity and asset tracking

Provide on-going end user training on equipment

Remove hard drives and memory and other light mechanical work

Point of contact for equipment removal and delivery

Contact service as required (Xerox and 3rd party)

Utilize Xerox web-based applications as required

Maintain on-site operator replaceable parts inventory

Agensys Corporation: (October 15, 2018 – November 09, 2018)

Call Center Rep

Bluemont, VA (Telework –Work from home) (Secret Clearance)

Receive and respond to help desk calls relating to:

Document actions taken in the incident tracking system and give customer guidance to prevent reoccurrences of the problems within FEMA’s fixed facilities and disaster support center.

Incidents that are not resolved are forwarded to L2 or appropriate functional group for resolution.

Provide password and Pin resets

Help disaster assistance user in creating user accounts

Directviz: (May 01, 2017 -July 26, 2018)

Help Desk technician (Secret CLEARANCE)

Crystal City, VA

Answer Help Desk phones and provide Tier I support to users on a variety of issues

Responds to telephone calls, email and personnel requests for technical support

Documents, tracks, and monitors the problem to ensure a timely resolution

Possess strong customer service and communications skills

Handle heavy call volume

Experience using Microsoft Office tools

Windows Operating Systems

Strong customer service and strong communication skills (both written and verbal)

Excellent interpersonal skills, especially ability to listen and understand what is being described

Working knowledge of Remedy ticket system; creating, updating and closing tickets

Experience with computer terms and customer service operations

Agensys Corporation: (November 08, 2017 – March 28, 2018) (Secret CLEARANCE)

Call Center Rep

Blumont, VA (Telework –Work from home)

Receive and respond to help desk calls relating to:

Document actions taken in the incident tracking system and give customer guidance to prevent reoccurrences of the problems within FEMA’s fixed facilities and disaster support center.

Incidents that are not resolved are forwarded to L2 or appropriate functional group for resolution.

Provide password and Pin resets

Help disaster assistance user in creating user accounts

K-Force/DMI: (February 15, 2017 – May 01, 2017) (Secret Clearance)

Help Desk Specialist

Beltsville, MD

Answer Help Desk phones and provide Tier I support to users on a variety of issues

Responds to telephone calls, email and personnel requests for technical support

Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)

Documents, tracks, and monitors the problem to ensure a timely resolution

Possess strong customer service and communications skills

Handle heavy call volume

Experience using Microsoft Office tools

Windows Operating Systems

Strong customer service and strong communication skills (both written and verbal)

Excellent interpersonal skills, especially ability to listen and understand what is being described

Working knowledge of Remedy ticket system; creating, updating and closing ticket

Experience with computer terms and customer service operations

Password reset for the GO system

Work station exclusions

Data transfers classified and unclassified

Document Transfers Classified and unclassified

Unlock accounts

Enable Disabled accounts

Verify that customers have taken their cyber awareness training to enable account.

Integral Consulting Services: (September 2016 – October 15, 2016)

Application Support, Service Desk

Tysons Conner, VA (Secret CLEARANCE)

Work as part of the Application Support Desk team responsible for Tier 1 through Tier 2 support

Respond to telephone and electronic requests for support as part of the Application Desk operation; typical issues include password resets, questions on the application’s functionality, basic user training, role-based access and processing and/or completing access requests

Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction

Support multiple applications in a Help Desk/Call Center Environment

Requires good written and communication skills in order to effectively respond to and answer customer inquiries both via phone and/or e-mail correspondence

Enter, monitor, and update help desk tickets in the call tracking system to track progress and resolution of customer issues

Apex Systems: (March 28, 2016-September 2016)

Andrews Air Force Base (AFNCR call center)

Help Desk Support Technician: (Secret CLEARANCE)

Answer calls coming into the Tier 1 Help Desk by the third ring.

Create a customer incident in Remedy, the call tracking software for every call answered

Coordinate with team to ensure rapid response times and follow-up with customers.

Ensure that all VIP calls are responded to immediately.

Develop professional working relationship with customer to better understand business needs.

Process customer orders, prepare correspondence, and fulfill customer needs to ensure customer satisfaction.

Provide technical support to end users on a variety of issues.

Identify, research, and resolve technical problems.

Respond to telephone calls, email and personnel requests for technical support.

Document, track and monitor the problem to ensure a timely resolution.

Education

Everest College, Vienna VA

Medical Administrative Assisting Diploma Graduated 02/2013

College of Southern Maryland 04/22/2014-06/12/2014

Computer Repair Technician

Hands on lab exercises to instruct the novice user.

Learn the fundamentals of computer repair, routine

Maintenance, and upgrading.

Discover how to troubleshoot problems, prolong the life of the system by avoiding major malfunctions.

Develop the skills required to configure systems

Advanced Women Health, Centerville, VA

Medical Assistant Externship (200 Hours) 12/2012-01/2013

Measured vitals, height and weight

Cleaned and sterilized exam and specimen rooms

Assisted physician with biopsy procedures

Prepared specimens for testing and pick-up

Answered phones; scheduled appointments

Maintained patient files

Verified payments

Directed patient flow

Security + (In Progress) (self-study will be able obtain in 60days)

Clearances:

TS/SCI W Polly -10/2007/2011

Secret- Active

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