KIMETRIA GRAHAM

214-***-**** / 214-***-****

adw26k@r.postjobfree.com

Insight Global Staffing/ T-Mobile USA, Inc.

February/2016 - Present

IT Support

•Troubleshoot and resolve printer issues, fax machines and copiers. (HP, Xerox, Ricoh)

•Emulate or reproduce technical problems encountered

•Triage, diagnose, escalate and resolve incidents

•Translate customer-reported symptoms into technical terms

•Support and contribution to special projects as needed

•Contributions to Knowledge Management system

•Develop business and technical writing skills

•Conduct in accordance with corporate Values

Robert Half Staffing/Contract

June 2015 – February 2016

IT Support/Data Entry

Rename and Index Auto Exchanges, Used and New Vehicles

Record all new and used vehicle purchases and trades into the General Ledger and manages Floorplan cash flow.

Stock New vehicles into AAU, post New and Used purchases and Dealer Trade. Scan, burst and index. Long Meadow Care Center

December 2014-May 2015

Licensed Vocational Nurse LVN

A LVN - Licensed Vocational Nurse - provides care and treatment in accordance with physician orders.

Works in a team environment and within scope of practice as defined by State.

The LVN works under the direction of physicians and registered nurses (RNs). Supervises LPNs and certified nursing assistants. Communicates with physicians regarding changes in resident's conditions, diagnostic test results, etc. Children’s Health Hospital

June 2014 - March 2015

Housekeeping

Complete routine cleaning functions in assigned areas following established schedules and using prescribed methods.

Duties may include, but are not limited to, dusting, vacuuming, gathering and disposing of trash and waste materials, removing linens, cleaning and disinfecting bathrooms and/or patient rooms, cleaning and disinfecting fixtures, wet mopping and other similar duties.

Verizon Business

November 2011- August 2013

Customer Service/Order Processor

Managed and supported assigned Tier I and Tier II Enterprise customer base consisting of multiple Fortune 500 companies requiring large network implementation of new service/network & customer premise equipment installations, adds, disconnects of service.

Interfaced daily via telephone or email with customers, vendors and consultants to assist and recommend necessary services, equipment and configurations to meet all telecommunication and data needs.

Supported > 8 Account Reps throughout the US and managed 70 > orders a month for customers with annual revenue ~ $1M.

Tracked the progress of orders throughtout project life cycle via Legacy MCI (Coms, Netpro, OMS), Legacy Worldcom

(Tcoms, F&E, Ixplus, IntradNet) and Verizon (RequestNet, Eli) systems.

Designated subject matter expert (SME) of all Ethernet and Ethernet PIP products, provided Training for 3-4 New hires

Coordinated and scheduled order entry and participated in customer account activations not cutovers and migration of telecommunications systems/circuits: including MPLS, Ethernet, Internet, Local, Toll Free, Long Distance Data/Voice services, related switching and peripheral equipment.

Collaborated with order entry, provisioning and translations organizations to resolve any problems that could jeopardize the on time delivery of services.

Oversaw managerial escalations to make certain that all issues we resolved in a timely manner.

Provided weekly project milestone reports (excel based or sharePoint) to customers, project leads and upper management.

Facilitated 3-4 weekly customer conference status calls,

Obtained SOW’s, P.O’s and Contracts for Equipment orders: Cisco, Adtran and Avaya Routers and Manage (LAN/WAN) Services.

Bank of America Addison, Texas

August 2009-April 2010

Loss Mitigation Collector/Customer Service

Assisting customers experiencing financial difficulties with their delinquent home loans.

Primary responsibilities included resolving late stage delinquencies on home loans through both inbound and outbound collections calls.

Worked with customers to help them understand, review and negotiate mortgage terms, delinquency patterns, and payment arrangements.

Worked over 500 accounts daily.

Cuna Mutual Group Ft. Worth, Texas

January 2007-December 2008

Claims Generalist

Answering calls in a high volume call center daily.

Assisted both internal and external customers with canceling and obtaining collateral protection insurance for homes, automobiles, medical, GAP, and life insurance.

Job duties also included answering questions regarding insurance premiums and processing refunds.

Manage Credit Union Protection and Collateral Protection workflow requirements as submitted via email and fax. Track servicing requests and assign to responsible party by territory

Create, compile and track accurate data and statistics for the department/function. Create, prepare, maintain, and update daily reports on all individuals for Team Leads review, verifying compliance with service standards

Miscellaneous and varied assignments to meet the business needs EDUCATION

Lincoln High School

Dallas, Texas

Academic Diploma, 1997

ATI Career Center

Dallas, Texas

Medical Assistant Certificate, 2002

Concorde University

Dallas, Tx

Licensed Vocational Nurse, 2014

Expertise

Word

Excel

Microsoft Outlook

MSP/Fidelity

Quick Collect

Fed-Ex Shipping

ImageOne

Total Trac

CPI and FPF experience

10 Key by touch and strong typing

Excellent communication skills

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