Customer Service Air Force

Harris, Lenora C.

**** ****** ***** *****

San Antonio, Texas 78244

210-***-**** ***********@*****.***

Country of citizenship: United States of America

Veteran’s Preference: Yes

Federal Civilian Status: Air Force Contractor

Security Clearance: Secret

Contact Current Employer: Yes

AVAILABILITY

Job Type: Permanent

Work Schedule: Full Time

Desired Locations: US-TX-San Antonio

Professional Experience

Goodwill Contract Services Dates: 10/2017 – Present

3370 Nacogdoches Road, Suite 116 Salary: $33,717

San Antonio, Texas 78217 Hours per week: 40

Supervisor: Magaly Martinez 210-***-****

Serve as Medical Records Administrative Specialist overseeing storage of several hundred digital copies of medical records via Health – Artifact and Image Management Solutions (HAIMS), Clinical Documentation Improvement (CDI), digital and physical records management, medical records tracking, release of information, transcription and scanning programs.

Develop recommendations regarding workflow, interpretation of section policies and objectives to process medical/legal documents, correspondence requests for information, store and retrieve medical records information in accordance with Federal, State, and local statuses.

Utilize, protect and disclose approximately fifteen Air Force medical records daily, in accordance with Health Insurance Portability Act of 1996, for responding to written, electronic and telephone requests for release of medical records or medical information to authorized internal and external requestors.

Validate the authority to release information in compliance with policies, procedures, and all regulations to external parties such as, next-of-kin, law enforcement and attorneys.

Proficient with the following government databases: Assignment Management System (AMS), Retrieval Applications Web (RAW), Defense Enrollment Eligibility Reporting System (DEERS), General Inquiry of DEERS (GIQD).

Expert medical information management with the following government databases: MHS Genesis (military health system), Military Personnel Data System (MILPDS), Automated Records Management System (ARMS), Healthcare Artifact and Image Management Solution (HAIMS).

Deal tactfully with veterans, next-of-kin, attorneys, medical facilities, high level government staff, and other public and private agencies.

Explain complicated technical matters in non-technical terms.

Work independently in the absence of supervision.

Understand and follow oral and written instructions.

Communicate clearly and concisely, both orally and in writing.

Establish and maintain effective working relationships with contacts.

Expert user of Microsoft Excel, Word, Outlook, Visio and Access.

USAA Dates: 3/2014 – 3/2016

9800 Fredericksburg Road Salary: $43,680

San Antonio, Texas 78288 Hours per week: 40 Supervisor: Brian Mazurek 210-***-****

Provided member service and facilitated product acquisition through various channels.

Served as a Financial Foundations Specialist who professionally managed general lines property and casualty insurance to meet the needs of a diverse group of members’ financial security.

Certified and licensed to issue Auto, Renters, Valuable Personal Property (VPP), and Home Owners Policies for more than forty states.

Educated members on insurance contracts, including balances, resolutions and long term benefit coaching expectations.

Accurately gathered and complied data statistical reports for both internal and external uses, preparing and disseminating reports within established timeframes.

Assisted with billing questions and process payments.

Received recognition and ecards for excellent customer service surveys, awards for facilitating product solutions for 97% and above of my members, awards for excellent customer service, and awards for going “Above and Beyond”.

United States Navy Reserves (honorable discharge) Dates: 10/2006 – 10/2013

Navy Operational Support Center Highest grade: E-5

3837 Binz-Engleman Road Monthly E--5 drill pay: $3,076 San Antonio, Texas 78219 Hours per month: 16 Supervisor: Chief Kevin Chambers 210-***-**** Weeks per year: 3

Served as an Information Systems Technician, assisted with Chief Watch Officer duties, created seven Information Systems (SOPs) standard of procedure manuals for communications check OCONUS and CONUS, conducted regional video conferencing, sustained secure messaging, solved hardware/software issues, and modified SIPR and NIPR accounts for 2500+ military members.

Database Development - Specialized in object-oriented approaches to network and platform development. Completed extensive background in full life-cycle of software development processes: gathering design, coding, testing, debugging and maintenance for high volume network of over 3 million users.

Proven track record of designing and implementing flexible solutions which support frequent functionality changes: database development, multi-thread programming, network development, client server systems.

Helpdesk Support - Maintained TCP/IP connections and handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries.

Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.

Identified physical security program issues working within the organization and throughout the command to develop, adopt, and implement security guidelines to support the mission.

AT&T Dates: 8/1999 – 6/2011

4119 Broadway Street Salary: $64,320

San Antonio, Texas 78209 Hours per week: 40

Supervisor: Sarah Graves 210-***-****

Developed blueprints as a Certified Computer-Aided Drafting (CAD) Technical Specialist - responsible for the planning, design and analysis of outside plant facilities/telecommunications networks to include aerial, buried and underground fiber and copper cable design, underground conduit systems, manhole/hand-hole placement, building entrance and riser facilities, utility, road and railroad crossings and other complex ROW issues.

Designed for all required feeder facility relief including Central Office transfers, major undertakings and/or routine activities after closely coordinating with the Planning group.

Prepared preliminary and final project cost estimates.

Executed cost-estimation and budgeting of vital funds ($5,500,000+) ensuring quality production of blueprints: urgency, maintenance, and long term $10,500,000+ construction and engineering.

Reviewed a variety of construction plans, maps, reports, applications, and various development and construction agreements for interpreting and determining the application of design criteria and procedures.

Established a system to review, control, and report project status and issues to management.

Led, planned, trained, and supervised the work of AT&T employees’ multiskilling for a flexible response to downsizing various clerical departments into (CAD) trainees, engineering staff responsible for designing blueprints for construction.

Verified the work of twelve assigned employees for accuracy, proper work methods, techniques, and compliance with applicable standards and specifications.

Advocated as an advisor on an OSP Engineering Steering Committee with other experts and senior stakeholders to establish and prioritize project goals, scopes, budgets, timeliness, and methods.

10+ years of experience developing, collecting and analyzing data and technology solutions that contribute to defining and refining metrics necessary in determining customer needs and requirements.

Assuming additional responsibilities and performing special projects as needed.

AT&T /CWA 6143

Communication Workers of America Dates: 8/1999 – 6/2011

1027 N. St. Mary’s Street Monthly stipend: $386

San Antonio, Texas 78215 Hours per week: 10-25

Supervisor: President Ralph Cortez 210-***-****

Served as Board of Directors Chief Union Steward, facilitated training of local union stewards and members focused on skill building which included upgrading skillsets according to their technical positions/focus.

Assisted in analyzing, planning, researching and administering resources for meetings and efficient program administration processes.

Proven success as an interpreter of by-laws and company policies negotiator, organizer and mentor with a talent for relationship building in the workplace as an effective liaison to management for the employees.

Specialized knowledge of basic objectives and policies governing operations; knowledge of (HR) Human Resource rules and procedures with a wide variety of interrelated HR support work.

Communicated and motivated activists to reach legislative, mobilizing, collective bargaining, organizing community service and coalition building goals.

Maintained harmonious working relations between employees and management.

Ensured employee grievances are promptly addressed, and follow through to resolution.

Led with integrity by promoting and empowering employees to speak-up, listening to them when they do, and guarding against retaliation.

Promoted compliance and ethics as a top priority to the site; fostering a culture where employees themselves own and embrace compliance and ethics; and providing coaching, as necessary.

Identified ways to enhance, develop, implement, and execute compliance and ethics programs and initiatives in ways that resonate best at the San Antonio site.

Communicated the importance of the Company’s Code of Conduct and how it relates to various aspects of the business.

Maintained monitoring processes and other preventative controls to detect and prevent potential violations of the Company Code of Conduct, including violations of company policies and behavior inconsistent with company values.

Discerned and understood local business priorities and implementing strategies to advance those priorities consistent with our values.

Analyzed investigations metrics, business imperatives, external factors, and observations made through engagements to develop tailored guidance and business solutions based on this analysis.

Identified and escalated emerging risks to management and functional partners as appropriate.

Ascertained and managed risks, monitoring, enforcing and evaluating the effectiveness of compliance and ethics policies and promoting an inclusive speak-up culture.

Dillard Corporate Office

Planning and Design Dates: 1/1998 – 6/1999

1600 Cantrell Road Salary: $22,881

Little Rock, Arkansas 72201 Hours per week: 40

Supervisor: John Lincoln 501-***-****

Possess a certificate in Design Drafting Technology.

Served as a civil Computer Aided Drafting and Design (CADD) technician in a complete 3D environment utilizing AutoCAD and Micro-station software.

Designed with a thorough knowledge of coordinate systems, cartographic layouts, civil design techniques and understanding of civil engineering practices.

Prepared various support graphics for reports and meetings.

Translated store designs within various formats and in completing drawings documentation as needed.

Multitasked projects within various phases.

Teamed up across multiple key functions.

Supported store design project workflow and meets project deadlines provided.

AFCO Steel

Architectural Department Dates: 1/1997 – 12/1997

1423 East 6th Street Salary: $17,160

Little Rock, Arkansas 72202 Hours per week: 40

Supervisor: Greg Weemer 501-340-62007860

Provided support as a Computer Aided Drafting Associate by updating various product line standards for proposals and sales pricing.

Drafted and designed structural steel framing and mechanical piping plans, elevations, spool sheets, and piping supports.

Reviewed blueprints from the architects for estimates, safety and costs for management reports.

Submitted shop drawing reviews and new calculation developments.

Prepared GIS maps for engineers used for placement of fiber optic lines.

Implemented ECO's (engineering change orders) on time for accurate and working products.

Prepared drawings and their bill of materials for fabrication of steel structures using AutoCAD and metal building software (MBS).

Drafted architecture for over 200 designs, house floor plans, commercial floor plans, and building structures for clients.

Experienced in producing ready to build assembly and CNC design drawings for direct manufacturing of parts and components.

Designed & drafted armor steel parts, windows and windshields for bullet proof automobiles, as a contract employee.

Team player receptive to feedback from team and leadership.

United States Navy (honorable discharge)

United States Naval Weapons Station, Joint Base Charleston

USS Alamogordo ARDM-2 Dates: 6/1988 – 3/1991

2316 Red Bank Road Salary: $11,808

Goose Creek, South Carolina 29445 Hours per week: 40

Supervisor: Chief Duncan 843-***-****

Served as a Boiler Technician Second Class supervisor for 15 junior engineering personnel to ensure work assignments were satisfactorily and appropriately accomplished to maintain operations within permitted limits for operational readiness.

Trained and remained current on preventive maintenance and operating procedures to recognize and respond to urgent and emergency situations concerning the boiler room, engine room and pump room systems.

Ensured safe drinking water with daily chloride and hydrogen ion (pH) testing of the ship's potable water.

Inspected, maintained, and repaired everything involved in the steam-propulsion system.

Performed potable water and fuel oil inspections, tests and inventories which had to be maintained at appropriate levels and proper quality.

Submitted fuel oil and potable water report to the ship’s commander daily.

Executed machining skills necessary to maintain and repair equipment.

Qualified engineering plant and personnel safety petty officer to react with steps necessary to return the operating system to normal, including making all required notifications during an event.

Advanced knowledge and monthly training of firefighting systems and equipment, shipboard damage control, ventilation systems, ship stability, drainage systems, communication, emergency breathing devices and de-smoking and gas analyzing equipment.

Actively promoted, supported and participated in all Navy safety programs.

Provided safety leadership and acted as a safety and environmental resource on all shifts.

Supervised daily inspections of the ship’s various systems and gages: bilge and ballast pumping systems and collection, holding and transfer system (CHT) pumping rooms, other engineering spaces.

Oversaw and managed response(s) to all abnormal conditions.

Performs first responder functions, Incident Management, and other critical operational, preventive maintenance and emergency planning duties.

Provided technical leadership, including initial analysis of disturbances and forced outages, initial incident investigations and assisted with formal reports.

Assisted in reviewing and updating operating procedures including Clearance and Protection Procedure, line orders, bulletins and memorandums.

Reviewed all clearance requests and switching orders to ensure correctness and conducted clearance and switching audits.

Coordinated with maintenance programs to identify defective equipment and submitted work requests, assigned priority level to corrective maintenance work.

Coordinated planning, scheduling and testing with project managers to expedite return-to-service of critical equipment.

Provided on the job training exercises to subordinates and maintained records of training.

Performed other assignments and duties as assigned to improve results such as increased reliability, increased efficiency and decreased government costs.

Identified and took action to address disciplinary matters related to junior engineering staff.

Education

UNIVERSITY OF THE INCARNATE WORD, SAN ANTONIO, TX – 3.5/4.0

BSBA: Information Systems Technology

Graduated 4/2013

ITT TECHNICAL INSTITUTE, LITTLE ROCK, AR – 3.87/4.0

Associate in Applied Science – Computer Aided Drafting

Member of National Technical Vocational Honor Society

Graduated Highest Honors 06/1999

NEW HORIZONS LEARNING CENTER, SAN ANTONIO, TX – 3.4/4.0

CompTIA Network Systems Administration Program

Certificate of Completion 03/2017

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