Service Representative Data Entry
Resume:
MONICA DADE
*********@***.***
Alexandria,Virginia 22305
Security Clearance: Secret - Active
Education:
Columbia School of Broadcasting – Alexandria, VA - 1983 - 1985
Associates Degree: Public Speaking, Radio Broadcasting
Northern Virginia Community College (NOVA) – 1982 – 1983
Introduction to Computer Science - 20 credit hours
Communications related subjects - 20 credit hours
Skills Summary:
Systems and Applications: Windows XP, Windows 7 (also other Windows based platforms), Dell Deployment Management (DDM), TBS, ASAP, SRMS, Microsoft Office / Outlook, Active Directory, Remoting Tools (SMS)Remedy, GWI Ticketing System, Uni-Center (Word, Excel, PowerPoint and Access), Lotus Notes, Various DOS Proprietary Software (ACS+, NIV, IVO, ACRS).
Project Experience:
Drug Enforcement Agency (Contractor) Arlington Va. 3/2018 – 2/2022
NOC Tier 1 Network Administrator
Interacted with network and hardware engineers as well as system and database administrators regarding network/system activities and outages
Worked with the most current technologies and ensures that our network and systems are fully maintained and operational!
Provided technical analysis to all customers to isolate issues and develops strategies to restore or activate services
Identified network problems, isolates root causes, and initiates corrective action
Created, maintained, and documented tools and automation for handling system state and operational excellence
Knowledge of network troubleshooting, traceroutes, pings, Gomez and Keynote
Investigated and researched improvements on existing workflows to improve efficiency
Performed DNS Add/Change/Delete request and DNS troubleshooting tasks.
Drug Enforcement Agency (Contractor) Arlington Va. 11/2016 – 3/2018
SMART Technical Support
Maintained detailed documentation on significant problems that affected successful
Receipt / Transmission of message / cable traffic.
Assured timely correction of switching problems between various interface systems.
Maintained continual evaluation of all incoming & out going operations.
Control / Monitors & assist with troubleshooting the Core system KG equipment.
DEA-CAPS, Multi-functional Secure Gateways Messages & all other associated Hardware & Software.
Ensures the Automated Message Handling System (AMHS) is operational 16/5.
Provides operations maintenance & user support to all DEA offices via the core systems,
DEA-CAPS, MSG & related circuits
Provided advice & instruction to foreign offices pertaining to the composition
Transmission, receipt & delivery of messages.
Conducted special searches as requested by users
Follows the procedures in the Computer Operation Unit (SIOM) Security Standard Operating
Procedure (SOP) for the Comm Centers Open Storage Area (OSA)& the SOP for the SIOM OSA/C
Ericson / HP(Contractor) Herndon Va. 8/2015 – 4/ 2016
Incident Management
Identify performance issues proactively
Solve technical problems on assigned hardware and software
Platform (s) /application(s) following standard protocols
Problem Management
Uses proactive monitoring procedures/tools to identify problem
prevention opportunities
Facilitate/follow change management procedures
Configure system hardware, software and network components to
meet established standards with assistance
Perform routine system installations and/or configurations
Assemble and integrate system/product / operations maintenance
Perform Routine maintenance
Perform tape/backup operations
Understands the impact of operations delivery on the customers’
business
Contribute to teams’ ability to meet target goals through
Participation in continuous service improvement initiatives
Complaint Handling
Responds to customer- relations problems
Takes ownership to facilitate completion of complaint, through
Engagement of appropriate resources
FinCen (Contractor) Vienna Va. 05/2015 – 08/2015
Help Desk Specialist 3A
Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions
Act as first point of contact with customers to respond to telephone and electronic requests for support as part of the Application Desk; typical issues include password resets, questions on the application’s functionality, basic user training, role-based access and processing and/or completing access requests
Enter, monitor, and update help desk tickets in the HEAT trouble ticket system to track progress and resolution of customer issues
Ensure on-going maintenance and development of positive customer relationships with team members and end-users
Tasks include resolving issues for business applications while maintaining the Help desk infrastructure and operational needs.
Performs closed-loop communication with end users to resolution
Ensure all time reporting and other required reports are accurate and submitted on time
Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction)
Assist in the development and documentation on training materials, knowledge base articles and FAQs
Receive inbound customer calls and email inquiries, analyze problems, research solutions and provide solid answers easily understood by the customers
Ensure issues are fully documented in the help desk ticketing system application
Maintain knowledge of software updates and enhancements
Provide training on specific tasks in the application
Provide support for a variety of proprietary government applications
Verizon FNS, Washington DC, Oct. 2011 – Feb. 2014
Customer Service Specialist
Provides administrative and technical support to the Department of State, via Vangaurd 2.2.1 Program as administered by SAIC Inc.,
In-put TSR’s & DSR’s into NET Plus database.
Determines customer requirements and disseminates orders to Systems Administrators and other appropriate staff.
Resolve conflicts between customer and Government Services Officer (GSO’s)
Tests and assign new telephone numbers.
Manages customers service help desk calls and provides backup support for the Connectivity Administrative Specialist, Maintenance Administrator, the Wireless Services Specialist, and the Network Provisioning Specialist
USPS/OIG (Contractor), Arlington, VA – 01/11- 09/11
Client Support Desk / Hardware
Provided support for OIG new hires according to manager request for Laptop / Desktop
Completed Desktop to Laptop initiative, transferred data from hard drive to D Partition, provisioned email (Outlook), mapped drives, re-established Workflow mailboxes, Favorites.
Installed any & all required programs via License Key: Adobe Acrobat Pro 9.0, Adobe Reader, Cisco VPN, Check Point FDE, Manage Soft, Connected / Stone Mountain 4.04
Assigned / Installed Printers, HP Scanners
Installed Windows XP program on Desktop / Laptop, Installed Dual monitors, installed any & all software for NIPR workstations.
Mailed any & all equipment requested by new hire & manager
Pentagon (Contractor), Arlington, VA- 04/10 – 10/10
Surge Team Member, Support Desk
Provide support in accordance of first call resolutions for Surge Tasks via Tasks placed in Remedy Queue.
Completed Desktop to Laptop initiative, transferred data from hard drive to D Partition, provisioned email (Outlook), mapped drives, re-established Workflow mailboxes, Favorites.
Installed any & all required programs via License Key: Adobe Acrobat Pro 9.0, Adobe Reader, Sharp Desk, Juniper, Gal- Mod, D-Set Microsoft Professional
Assigned / Installed Printers, HP Scanners
Activated Black-Berry’s 9000, 8530, Synced w / desktop email, wiped, Black Berry of previous owners’ information, upgraded Black-berry w / latest software via Desktop Manager
Installed SIPR / NIPR workstations, Installed Dual monitors, Installed SIPR Cables for clients
Installed any & all software for SIPR workstations.
Harris IT, Falls Church, VA - 08/08 – 04/10
Help Desk Support Technician
Provide support in accordance of first call resolutions via telephone support to DOS Consular Affairs customers
Document customer information & detailed problem descriptions in call tracking software program (Remedy)
Evaluate team workflow and processes and recommend/implement improvements to those processes.
Escalate problems in accordance with Service Level Agreements and program policy
Review customer support requests for accuracy & monitor quality of work performed by the team, as directed by the manager.
Adhere to government client reporting requirements and standard operating procedures
Provide first contact resolution to IT problems via KB link
GSA (Contractor), Arlington, VA - 04/07 – 04/08
Help Desk Support Technician
Provide first-tier support and problem escalation for government client service offerings, network operations, equipment, and installations
Resolve tier-one network problems for customers
Acquires and maintains current knowledge of relevant service offerings and the government client organizational initiatives
Provide first contact resolution to IT problems
Facilitate issue resolution through appropriate contacts within the organization
Follow established administrative, tracking, and best practice procedures
Adhere to government client reporting requirements and standard operating procedures
Ensures appropriate security standards and procedures are employed
Acquire and maintain knowledge of all network operating systems through continuous education, learning opportunities, and participation in the government
client's information sharing initiatives
Unisys Corporation (Contractor), Reston, VA - 09/06 – 03/07
Order Processing Specialist
Support the TSA/Bridge Project’s deployment tasks
Track asset information for deployed hardware
Perform quality control for asset spreadsheets
Assemble and deploy Dell refresh packages
Quality Control testing of software
Answer calls for the Unisys Deployment Center
Verizon Telecommunications (Contractor), Arlington, VA -1/06 – 7/06
Sales Engineer
Responsible for providing price quotes on telecommunications equipment, maintenance, and labor for MCI and Verizon Account Managers
Responsible for quoting equipment through Cisco, NEC, NNEC, and Siemens
Obtained quote information from CPE Database, quote is then forwarded to Account Managers via CPE Quote Integrator (CQI)
Make modifications in accordance with customer requests, assuring that customer requests are line with Verizon’s allowable discounts and changes as stated in VZN’s MOP
Entered quote info. to Siebel-Info Pro for documentation/location purposes
Forwarded quote to customer for changes and or approval
Attend weekly conference calls to ensure communication goals are met between Verizon and external customers
Monthly reviews with Verizon Managers to ensure Integrity of Method of Procedures
Computer Science Corporation, Sterling, VA – 6/04 – 1/06
Human Resources Help Desk
Responsible for taking the initial call directly from the employee
Verify correct identification information from each employee, i.e., correct name, SSN, phone & organization number
Open help desk ticket, forward documentation to employees, i.e., Designation of Beneficiary, Change of Address and Name Change forms via Lotus Notes
Verify employment/salary for lenders, mortgage companies or Potential Employers
Track and document open tickets to resolution via Remedy based ticketing system
PlanetGov, Chantilly, VA - 9/03 – 2/04
Customer Service Representative
Service Dept of Defense, Bureau of Prisons and outsourced computer vendors including Dell, facilitated calls between various Government agencies (including Internal Revenue, Hewlett Packard and ITG) regarding service-related issues with computers and printers
Dispatched technicians in a timely manner for troubleshooting via telephone and on-site service
Corresponded with customers using Microsoft Mail to track missing inventory such as laptops, monitors, hard drives and printers
Utilized Remedy, WSS and Tiger Paw to log calls and track customer Purchase Orders
Also used FEDEX, UPS and USPS online tracking systems to manage orders
Lucent Technologies, Reston, VA - 1/02 – 3/03
Drive Tester/Data Collector
Analyzed and evaluated performance parameters of various cell sites in the Verizon Wireless network
Placed test calls and established FTP sessions to determine the functionality of the server and the switch
.
The Room Store, Chantilly, VA - 9/01 – 6/02
Order Management - Customer Service Representative – Part-time
Performed data entry duties to input and track sales and delivery orders
Presented proposal to management to streamline order and inventory tracking procedure
Teligent Inc., Fairfax, VA - 9/00 – 4/01
Provisioning Network Analyst
Worked independently to plan, coordinate and manage special projects associated with network provisioning
Provided DS3/DS1 facilities for Customer Access and Hub Interconnection
Coordinated complete provisioning process from sending ASR to receiving FOC, designing CLR/DLRs to the final step of testing and turning up circuits with the Operations and Switch team
Escalated circuit design problems with Facility Carrier providers and Operations technicians as necessary
Interfaced with Customer Provisioning to discuss circuit design requirements and potential problems to ensure customer satisfaction
WinStar Communications, Herndon, VA 11/99 – 12/00
Network Provisioning Coordinator I
Ordered and implemented DS1/DS3 facilities for Customer Access and Hub Interconnection
Provided necessary forecasts for OC12/OC48 fiber builds
Provisioned DS3, DS1, 8/D1-4 low frequency and 38 GHZ network facilities
Managed Co-Muxd DS-3 and B site radio capacity ensuring DS-1 port availability for Customer Provisioning
Coordinated complete provisioning process from sending ASR to client via receiving FOC, designing Circuit Lay out Record /Design Layout Records to the final step of testing and turning up circuits with the Operations and Switch team
Global One, Herndon, VA - 6/99 – 10/99
Support Specialist
Provided front-line technical application support via the telephone to customers using Global One IP services and products
Analyzed problems described by customers and provided resolutions
Used electronic ticket system to open and expedite trouble tickets as required
Moderated communication between customers, Operations Department and global partners including Sprint, France Telecom and Deutsche Telecom
WinStar Communications, McLean, VA - 10/98 – 5/99
Provisioning /Implementation Manager
Initiated Installation Service Requests for projected sites and tracked the progression of the order through certification
Ensured all team members completed assigned tasks accurately and on schedule
Efficiently managed ASAP database which tracked ASR’s / Internal Service Records, projected and current target sites
Maintained and tracked Field Operations tasks in ASAP
Served as ASAP Focus Group Point of Contact. Duties included researching, maintaining and extracting regional data; providing statistical and scheduling reports
MCI Telecommunication, Arlington, VA - 4/98 – 10/98
Project Manager
Independently coordinated implementation and completion of various projects that typically involved multiple, complex system applications or processes and normally included broad horizontal functionality
Worked with internal groups to evaluate and develop processes for support of network infrastructure products
Defined business needs and functional requirements and lead assigned projects from conception to completion
Identified capital and expense requirements, created documentation of support processes and coordinated training requirements on behalf of the network management and field operations organizations
APC / Sprint Spectrum, Herndon, VA - 7/96 – 2/98
Lead Customer Care Representative
Lead Representative for over 15 Customer Care Representatives to ensure specific job functions were completed and every customer inquiry was addressed
Trained new employees joining the Activation’s team on Remedy Ticketing system
Assisted irate subscribers with billing analysis, general services and filing claims
Identified technical problems with Motorola, Ericsson and Nokia handsets and provided service support
Coordinated the implementation of the Collections department
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