Q U A L I F I C A T I O N S P R O F I L E

Multifaceted, performance-focused, and goal-oriented professional, offering integrity and a positive work ethic. Tremendous oral communications, attention to detail and problem-solving skills to ensure quality data and presentations to leadership, clients and customers. Expert at working with teams to achieve optimum results. Skilled at using all components of Microsoft Office applications.

P R O F E S S I O N A L E X P E R I E N C E

Help Desk Technician/ Department of Justice Federal Bureau of Investigations, Washington D.C. May2020-Present

Use ticketing system (Service-Now) to document, track, escalate, and resolve incidents

Respond to incoming incidents and service requests received via Call Center escalation, telephone, email, walk-in, and self-service portal

Provide initial customer support to include preliminary investigation of issue/request. Identifying customer needs as part of this triage, and correctly diagnosing the underlying issue or determining what is being requested – in order to correctly resolve, fulfill, or escalate the event/incident/request and to permanently resolve the root cause of an issue, rather than “quick-fixing” a symptom.

Classify and prioritized incidents and/or requests in accordance with approved guidelines

Escalate incidents and/or requests to Desk-side/Tier 2 or specialized support groups as appropriate, providing warm hand-off

Ensure details (who, what, where, when, why) are accurately captured in ticketing system

Manage and track the life-cycle of all incidents and service requests through closure.

Following incident resolution/request fulfillment validate ticket was categorized correctly and close the ticket.

Generally, types of incidents/requests include:

Addressing tickets as they are submitted and working queues for backlog and post-submission tickets related to:

Troubleshooting across IT services, including: Hardware, software, networks, and other functionalities which support these services

Operating system and common business software issues

Mobile device issues and requests

Network connectivity and shared drive / file server troubleshooting

Printer mapping and troubleshooting

Resetting user pins

Answering requests for information or providing “how-to” steps

Determining basic-level factors such as checking hardware or peripheral status

Installing and uninstalling software programs

Guiding customers in correct use of applications and systems

Utilizing existing knowledge repositories to effect rapid repairs

Creating/updating knowledge repositories as-needed or regularly as directed by the Government

Administrative support and request fulfillment for service operations

Coordination with IT service providers to track incidents and requests to resolutions and fulfillment

Maintaining situational awareness and leveraging daily operational experiences

Promoting ticket consolidation and efficiency

Monitoring views and/or dashboards which produce actionable, proactive, and predictive alerts

Administrative Assistant/ Department of Justice Federal Bureau of Investigations, Washington D.C. Sep 2019- May2020

Interface with customer, who put in request in the print shop.

Pulled orders and put them in queued so that they could be processed.

Filed competed order, one the ordered was shipped, picked up, or delivered.

Help process orders that could be shipped same day.

Laminated papers.

Closed the print shop at the close of business day.

Put in the request for customers, and assisted.

Made phone calls to customers awaiting proofs, and had orders in the pick up room.

Solved problems for customers

Diplomatic Security Assistant, Inter-con Security / US Department of State, Washington, D.C. February 2018- Sep 2019

Control access to the buildings in accordance with General, Post, and Special Orders and Circulars.

Interface with Visitors, guest, and DOS Employees and provide proper instructions and to gain access into DOS controlled buildings.

Perform package and vehicle inspection.

Receive, issue, and account for all keys to DOS buildings, offices, and gates.

Monitor and operate building security and fire alarm, or other protection systems.

Observe building occupants and visitors for compliance with DOS rules and regulations.

Summon professional assistance and provide First Responder First Aid, when required, for individuals who become injured or ill while in buildings or on property under the control of the DOS.

Updates job knowledge by participating in educational opportunities. Advises management officials and staff regarding the creation, maintenance, retrieval, and disposition of official information and records, and in applying policies, standards, and guidance

Participates in planning and providing for the analysis and development of near - and long-term needs for production and storage facilities with specific emphasis placed on electronic media

Provides technical and programmatic assistance for transactions relating to transfer, retrieval, and disposition of records; advises personnel on security risks of poor records management and improper disposal

Serves as the point-of-contact for the analytical architecture, development, and continued analysis of the Sharepoint Program, and acts as the primary facilitator for leading and evaluating changes to sites as well as working with IT Specialists on the development of new sites, permission schemas, and technical evaluation programs

Coordinates with appropriate DOS offices, other agencies, and various vendors on matters related to the records management program to include funding, purchase, installation, and maintenance of optical disc storage and reproduction equipment

Serves as the Alternate Contracting Officer (ACOR) for and performs analytical evaluation of Indefinite Delivery Indefinite Quantity (IDIQ) Scheduling Consultant services contracts and Specialist Consultants

Senior Helpers Care Coordinator, Jacksonville, Fl June 2017-Aug 2017

Provides customer support by phone, email, or instant message to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department

Processes a high volume of customer inquiries of One Call Care Management products and services

Troubleshoots customer problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve customer problems

Tracks and documents inbound support requests and ensures proper notation of customer problems or issues

Updates customer information and ensures accurate entry of contact information

Hopewell In Home Care, Home Health Aide, Tallahassee, Fl Dec 2015–April 2017

Assisted more than 80 patients with commendable ratings; commended for maintaining the safety, respect, and dignity of clients while attaining zero incidents or accidents

Creating a Safe, Effective Environment, Health Promotion and Maintenance, Nursing Skills, Health Care Administration, Patient Services, Verbal Communication, Listening, Training, Dependability, Emotional Control, Medical Teamwork

Monitors patient condition by observing physical and mental condition, intake and output, exercise while also collecting routine samples for processing.

Supports patients by providing housekeeping and laundry services; shopping for food and other household requirements; preparing and serving meals and snacks; running errands.

Assists patients by providing personal services, such as, bathing, dressing, and grooming.

Helps patients care for themselves by teaching use of cane or walker, special utensils to eat, special techniques and equipment for personal hygiene.

Helps family members care for the patient by teaching appropriate ways to lift, turn, and re-position the patient; advising on nutrition, cleanliness, and housekeeping.

Career Highlights:

Records patient information by making entries in the patient journal; notifying nursing supervisor of changing or unusual conditions (zero deficiencies)

Maintains a safe, secure, and healthy patient environment by following asepsis standards and procedures; maintaining security precautions; following prescribed dietary requirements and nutrition standards;

Head Cashier, Wendy’s, Jacksonville, Fl April 2011 – November 2015

Maintain a positive work environment for all Cashiers

Advised, trained and assisted junior cashiers in professional customer service and interaction

Resolve cash tills at the end of every shift – 100% accountability

Generate accurate till reports for each register – zero deficiencies

Manage and perform all check-out functions daily

Communicate clearly and openly with customers; resolved all customer concerns or issues immediately

Communicated daily with management to ensure synchronization of all work areas as well as provide recommendations for improvement

Manage the check-out area and ensure each station remains clean and professionally run

Respond to Cashiers’ requests for price checks and other functions for customer service

Listen to customer complaints and questions and refer them to the assistant manager when required

Career Highlights:

Worked as a key member of the total team for total success of the organization

Commended for accurate accountability for funding and resources

Served as mentor and trainer for junior cashiers to ensure the franchise was being represented in a positive manner

Ensure all stations have adequate cash and change always. Operated cash register to itemize and total customer purchases.

Serve as the primary point-of-contact for customer service associates

T E C H N I C A L S K I L L S

Operating Systems: Windows XP & Windows 7

Application Software: MS Office Suites, Lotus Notes

R E F E R E N C E S

Available upon request

E D U C A T I O N A N D C R E D E N T I A L S

BACHELOR OF SCIENCE in Allied Health Science /Pre-Physical Therapy (2016)

Florida A&M University, Tallahassee, FL

Top Secret Clearance (April 2019)

Basic Life Support (BLS) for Healthcare Providers (2018-2020)

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