Computer Instructor Customer Service

Sonya Herndon

760-***-**** **** Brown Street *******@***.***

Oceanside, CA 92056

Profile

Twenty years of progressive computer systems, management, customer service, and troubleshooting experience. Background in training, counseling, consulting, systems and security administrator, peripheral deployment and logistics. Customer service oriented. Project management skills: Influencing, leading, negotiating and delegating abilities. Highly reliable, responsible, a quick learner and a team player. Natural communicator with strong motivational skills and the ability to support operational goals and meet business objectives. Strong work ethics in overseeing the operational functions of any organization. Possess the ability to transition between tasks efficiently.

Clearance - Yes

Core Competencies

Leadership Skills

Customer Service

Team Coordination

Scheduling

Program Evaluation & Resolution

Staff Training and Development

Training and Development

Active Communication, Writing & Listening Skills

Computer Savvy

Researching

File Management

Organizational Skills

Time Management Skills

Conflict Resolution

Program Planning

Management & Reporting

Process Monitoring & Improvement

Problem Solving

Reconciliations

Educational Background

Certificate, Healthcare Information Technology, UCSD, 2010, San Diego, CA

Bachelor of Science, Computer Programming, Coleman College, 1998, San Diego, CA,

Associates of Arts, Radio & TV Production, Palomar College, 1989, San Marcos, CA

Experience

D2 Government Solutions, Camp Pendleton 2019 - 2021

Site Security Manager Lead

Provides professional military personnel support services to the U.S. Navy's Identification Card Administration (ICA) program at Navy installations designated as Defense Enrollment Eligibility Reporting System (DEERS) and Real-time Automated Personnel Identification System (RAPIDS) sites.

Oversees and supervise related functions and activities, administer company policies and procedures and train new employees.

Administer new hire orientation.

Provide weekly stats and reports to directors.

Accept, receive, and open inventory for use on RAPIDS.

Screen and interview potential applicants to ensure they are the right candidates.

Organize department workflow.

Participates in special projects as required.

Ability to create, maintain, and update Standard Operating Procedures for day to day activities and processes.

Responsible for managing the security of RAPIDS workstations that are under his/her purview.

Act as the primary site POC for Real –time Automated Personnel Identification System (RAPIDS).

Maintain the Site Roster of RAPIDS users. Add and assign roles for the various categories of RAPIDS users.

Request a new DEERS logon ID for a new user, delete a DEERS logon ID, and update the security privileges on a previously issued DEERS logon ID.

Deactivate and report security violators.

Report SSM changes immediately to DEERS Security.

Maintain the Site Information (i.e. site name, site location address, site phone numbers, and site mailing address).

Perform all ID card and CAC issuance related tasks to include researching and reviewing source documents, verifying eligibility, and discussing entitlements as defined in AFI 36-3026_IP and the RAPIDS Training Guide.

Steinmart, Carlsbad, CA

Department Store Lead 2016 – 2018

Provide a clean and well-maintained store.

Ensure merchandise and store standards are followed.

Look for ways to proactively assist fellow team members.

Package online orders (Ship from Stores).

Follow Company policies and procedures to control inventory.

Receive and check in merchandise.

Assist in minimizing loss of company assets.

Organize department workflow.

Provide leadership and guidance to assure growth and competence of all associates.

Provide exceptional customer service to enhance customer retention.

Control payroll cost, cash flow, balancing and audits accounts on a daily basis using required forms, databases, registers/POS terminals and checkout processes.

Identify areas for opportunities to increase profits and decrease expenses.

Maintain on-going marketing campaign for the branch.

Follow up on emails and phone calls on billing discrepancies.

Confirm prices and approve payments.

Process and reconcile credit card charges.

Prepare and process check payments, wire transfers and ACH payments.

Assist in month end closing process.

Perform all other tasks as assigned by a manager.

CONTROLTEC, Escondido, CA

Training & Client Support Specialist 2007 to 2008

Supervised, instructed, and coordinated training in relations to peripheral, and systems security to numerous associates in a technical environment.

Researched and developed curriculum on “Introduction to Computers” in order to instruct classes to Upward bound students (9th & 10th graders) for higher learning.

Maintained excellent working relations while conducting surveys, interviews, and validation to meet SLA for Camp Pendleton, San Onofre, Camp Horno, San Mateo, Las Pulgas and other military installations.

Liaison with the system developers, business system analysts, and directors to develop, test, and maintain quality assurance for system enhancements nationwide with the remedy ticket tracking system.

Managed, developed, edited, and maintained training documents, and manuals for over 35+ personnel to ensure consistency and uniformity in order to deliver excellent customer service.

Experience Continued

Assisted with job search to provide necessary guidance to obtain necessary data to secure future employment.

Accomplish and maintain a lasting rapport/relationship with clients to ensure their needs are being met continuously.

Maintaining a positive atmosphere while promoting teamwork with staff members. Proficient with HTML, Microsoft Office Suite (Access, Excel, Word, PowerPoint), and other software.

PC literate; XP/Windows NT/95/98.

Provide fist line, high quality client service and technical support to clients via telephone email, GoToMeeting, online support and personal interaction.

Liaison between Project/Product Managers and Software Engineers, Database Administrators and clients to resolve escalated issues in a timely manner.

Fleet Family Support Center, Pt. Loma CA

Transition Manager/VA Coordinator 2006 to 2007

Coordinated and facilitated informative Retirement Transition Assistance Program (RETAP) workshops along with EDD, Veterans Administration, Finance, Tri-Care, and Medical for transitioning military personnel and spouses regarding options beyond retirement

Coordinated with VA reps to ensure they were informed of RETAP classes. Provided employment material for personnel.

Provided roster for 30 - 100 military personnel for accountability purposes.

Lectured on Finding Federal employment.

Developed and updated presentation for RETAP classes.

Coordinated with recruiters regarding employment openings and/or seminars.

Researched, developed and launched curriculum/program on “INSIGHTS to a Home-based Business” to market and instruct workshops for military spouses to enrich, educate, and promote entrepreneurship

Instructed, coordinated, and presented specific employment related programs/seminars to 2 to 70 military personnel, spouses, and DOD employees by providing guidance, knowledge and insight for preparation to the civilian job market.

Coordinated, and facilitated informative Retirement Transition Assistance Program (RETAP) workshops along with EDD, Veterans Administration, Finance, Tri-Care, and Medical in order to enlighten, and educate transitioning military personnel, spouses regarding choices/options beyond retirement.

Maintained and fostered relationships with Human Resources, Headhunters, and Recruiters with local and national companies to ensure current employment information, training, and career fairs are available to military establishments and civilians who are seeking employment.

Researched and developed curriculum/program on “INSIGHTS to a Home-based Business” in order to market and instruct the workshop to military spouses to enrich, educate and promote entrepreneurship.

Analyzed, advised, and edited resumes for military and civilian personnel to ensure the necessary data is captured for applied positions.

Recommended, coordinated, and organized career assessments to assist military/spouses to determine career path for employment

Open and close facility for RETAP program.

Software Programs

(Not limited to the following)

Microsoft Windows

Word

PowerPoint

Access

Excel

Internet

HTML

XP/Windows NT/95/98

Office Electronic Equipment

(Not limited to the following)

Telephone

Fax

Computers

Copiers

Certificate of Achievement

“FEMA”

Experience Continued

CSSMU, San Marcos CA

Computer Instructor/Mentor 2006 to 2009

Provide a one-to-one/small group teaching experience

Show evidence of adapting and differentiated instruction for all students and a classroom forum for holistic growth.

Maintain complete and accurate records.

Develop and maintain genuine, positive and consistent communication with all students.

Practice professionalism through ongoing professional development, reflection and continuous improvement.

Expertise in the relevant subject area.

Understand learning differences and emotional difficulties.

Ability to mentor as a positive role model.

Understand and support each student’s formal education plan

Actively learn any technologies and instruction methods to support a high-performing education environment

Assist maintaining computer lab and facility

Other duties as assigned

Camp Pendleton Base, CA

Site Peripheral Data Analyst 2003 to 2005

Created and submitted monthly and quarterly reports to analyze and establish the need for future programs.

Managed daily operations for deployment, and management of personnel that include: Review of all maps, spreadsheets, and equipment control to meet SLA.

Managed supply warehouse for logistic and transportation support.

Worked closely with end users to identify business requirements, technical issues, and training needs for systems enhancements and development.

Subject matter expert for numerous business applications to provide knowledge and assistance via teleconference, internet, and or training environment.

Managed the closure of trouble tickets called into the helpdesk by performing outbound follow up calls to users and technicians for satisfied resolution of issues.

Tested and evaluated over 1000+ peripherals to ensure connectivity to network with proper IP protocol for Camp Pendleton base.

Developed and edited knowledge base integration for southwest region support center.

Productivity manager liaison for management and support staff to alert and resolve scheduling conflicts that will impact the helpdesk’s ability to achieve the Service level of Operation.

Specialized Experience

Management/Security Administration

Created and submitted monthly and quarterly reports to analyze and establish the need for future programs.

Managed daily operations for deployment, and management of personnel that include: Review of all maps, spreadsheets, and equipment control to meet SLA.

Managed supply warehouse for logistic and transportation support.

Worked closely with end users to identify business requirements, technical issues, and training needs for systems enhancements and development.

Subject matter expert for numerous business applications to provide knowledge and assistance via teleconference, internet, and or training environment.

Managed the closure of trouble tickets called into the helpdesk by performing outbound follow up calls to users and technicians for satisfied resolution of issues.

References

Upon Request

Specialized Experience Continued

Tested and evaluated over 1000+ peripherals to ensure connectivity to network with proper IP protocol for Camp Pendleton base.

Developed and edited knowledge base integration for southwest region support center.

Productivity manager liaison for management and support staff to alert and resolve scheduling conflicts that will impact the helpdesk’s ability to achieve the Service level of Operation.

Managed, executed, marketed, coordinated and advertised strategies for special events and MLK ceremonies for various organizations/churches.

Coordinated mission projects for chapel/church and community organizations to establish, foster, and nurture community relations.

Developed and managed spreadsheets to track and centralize business systems access request and equipment for deployment, security and helpdesk accessibility.

Managed schedule for over 35+ helpdesk analyst to ensure proper staffing based on the call volume to meet SLAs.

Supervised and trained over 50+ members while assigned as Director of choirs.

Counseling/Facilitator

Organized teams, equipment, and spreadsheets to maintain a high state of readiness for deployment for over 13,000 marines and 500 pieces of equipment (estimated dollar amount 250, 000).

Conducted process review, which provided equipment and personnel readiness.

Analyzed problem areas and wrote policy/procedures to implement corrective measures.

Facilitated new material to support groups, managers, and over 35 end users via teleconferencing or PC training environment for the helpdesk, and security applications.

Developed, organized, chaired, and managed committees to encourage knowledge of applications, morale, team spirit, and camaraderie amongst peers.

Client Support/Computer Usage

Proficient with HTML, Microsoft Office Suite (Access, Excel, Word, PowerPoint), and other software.

PC literate; XP/Windows NT/95/98.

Provide fist line, high quality client service and technical support to clients via telephone email, GoToMeeting, online support and personal interaction.

Liaison between Project/Product Managers and Software Engineers, Database Administrators and clients to resolve escalated issues in a timely manner.

Specialized Study Courses

IS-00100.c - Introduction to Incident Command System, ICS 100 - Completed: September 25, 2018

IS-00200.b - ICS for Single Resources and Initial Action Incident, ICS 200 - Completed: September 27, 2018

IS-00230.d - Fundamental of Emergency Management - Completed: October 5, 2018

IS-00700.b - An Introduction to the National Incident Management Sys - Completed: October 16, 2018

Currently Studying IS-00800

Contact this candidate