PROFILE

The single point of contact for customers to obtain technical support. Provide end user

hardware and software support. Perform troubleshooting using different diagnostic techniques. Mitigated security issues and provided end user application training, also managed user profiles. Provide statistics and analysis of call volume, trends, and patterns. EXPERIENCE

CUSTOMS AND BORDER PROTECTION (CBP)SSSSWD+ SERVICE DESK TECHNICIAN, QBASE LLC, - 2020 - PRESENT

• Served as the first and second contact for reported issues (calls and e-mails), submitted via ServiceNow and Remedy portals.

• Redirect escalated tasks to proper support team (Remedy 9.0 or ServiceNow developer team)

• Assist TRADE Customers with completing Sign-up and Company modification procedures for the ACE Secure Data Portal

• Assist Customers with Import Manifests, Import and Export Reports (Business Objects Toolset), and modifications to their Company Structures.

• Assist CBP and PGA Customers with Import and Export Manifest Processing Errors and using the Reports Tool.

• Receive tickets from various teams to troubleshoot and diagnose issues to provide proper resolution or escalation.

• Troubleshoot client and customer PC compatibility issues including software and Internet browser configurations.

• Strong knowledgeable of SharePoint functionality, uploading and modification functions.

• Proficient in Windows 10 and windows Server 2019 HOSTESS, VIA SOPHIA, WASHINGTON, DC - 2019 - 2020

• Welcome guests in a warm and friendly manner.

• Ascertains their dining/lodging needs.

• Seats guests and manage the seating chart.

• Monitor’s restaurant activity to determine seating and dining flow.

• Responds to guest inquiries and requests in a timely, friendly, and efficient manner. FRONT DESK/NIGHT AUDITOR, EXTENDED STAY, UPPER MARLBORO, MD, 2019 Front Desk Attendant :

• greet the clients of a company and perform a variety of clerical and administrative tasks.

• Taking phone calls, handling mail, updating records and providing customer service. Night Auditor:

SERVICE DESK ANALYST

LaToy Hall

• Responsible for assisting guests with their overnight requests and balance accounts from the day shift. They

• Check in guests arriving at night, handle guest requests and take reservations.

• The night auditor also reconciles all accounts, processes invoices. FRONT DESK ATTENDANT, BEST WESTERN, FREDICKSBURG,VA — 2018 - 2019

• greet the clients of a company and perform a variety of clerical and administrative tasks.

• Taking phone calls, handling mail, updating records and providing customer service. EDUCATION

Stafford University, Woodbridge, VA — AAS, 2003

SKILLS

• Excellent organizational skills, ability to prioritize multiple priorities and strong attention to detail.

• Able to provide courteous and professional service when dealing with high profile customers & technical details with a “can do” attitude.

• Ability to work with VIPs and senior level management in a professional and proficient manner.

• Ability to broaden knowledge in the functional areas of IT and be proficient in 2 or more functional areas.

• Ability to provide excellent customer service. Ability to apply diagnostic techniques for problem troubleshooting.

• Excellent communication skills, ability to understand customer issues and resolve them quickly and efficiently.

• Quality and Partnership – ensure all assigned deliverables are completed at a high level of quality.

• Strong organizational skills with the ability to manage priorities and workflow providing accurate documentation and accountability.

• Strong computer skills and proficient knowledge of MS Office products

• Ability to apply knowledge acquired or from a knowledge base source to resolve user issues.

108 NESTORS PL STAFFORD, VA 22556 240-***-**** admp8l@r.postjobfree.com