Information Technology Customer Service

Darlene M Green

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

New Orleans, LA 70131

Cell 504-***-****

*******.*******@*****.***

PROFESSIONAL SUMMARY

Twenty-Seven + years of Information Technology, Administration, Customer Service and Management skills that includes Managing mainframe security database; Programming; Strong work ethics and integrity; Problem Solver; A Natural Leader and Self-sufficiency; Follow through with task and deadlines to see them finished; Effective written and verbal communication skills.

EXPERIENCE

Para Professional SPED 01/2024 – 3/2024

Jefferson Parish Schools

Works with individual or small groups of students to reinforce skills/concepts.

Provides instructional leadership when working with substitute teacher.

Assists with specific skills (e.g., interpreting, etc.) as required by exceptionality. Prepares materials to help meet individual differences such as rewriting reading materials for less able readers, taping reading assignments for dictated materials, etc.

Helps organize classroom at beginning of the school year. Arranges room for instructional activities.

Helps provide assistance for the physical needs of students with disabilities after proper training is provided. Helps provide assistance for the medical needs of students with disabilities, c.g., catheterization, etc., after proper training

Maintains discipline standards according to the regulations of the school system and the assigned teacher (s). Relieves assigned teachers for conferences and emergencies.

Obtains, secures, sets up and operates A-V equipment and other instructional materials.

Performs all other related duties as required by the principal.

IT Specialist (APPSW) 08/2023 – 09/2023

USDA NFC

Lead a team that plans, develops, schedules, tests COBOL software applications in support of IRS modernization and production systems using established standards and system lifecycles.

Facilitate, coordinate, coach, build consensus, and integrate work processes and products.

Ensure the organization's strategic plan, mission, vision and values are communicated to the team and integrated into the team's strategies, goals, objectives, work plans and work products and services.

Permanent Substitute Teacher 05/2023 – 08/2023

Algiers Charter School

Performed the instructional and classroom management processes for teachers who are absent for a day or more extended periods that includes taking attendance, explaining homework, and maintaining classroom cleanliness.

Adhering to the curriculum and lesson plans assigned by the regular teacher.

Following procedures and achieving lesson goals.

Assigning and explaining homework.

Overseeing students outside of the classroom, including in the hallways and cafeteria.

Complying with all school regulations and policies at all times.

Taking attendance and documenting daily notes.

Ensuring the classroom and workstations are kept clean and orderly.

Overseeing the normal classroom rhythms and activities.

Compiling a report for the teacher when they return.

Substitute Teacher 02/2023 – 05/2023

Plaquemines Parish School System

Study and adhere to the curriculum and lesson plan that the principal or the absent teacher gave.

Use a variety of instructional strategies to promote engagement and enhance learning, such as interactive exercises and game-based lessons.

Prepare teaching materials, including exercises, notes, and reference materials.

Assign homework and classwork.

Take attendance according to school policy

Assessment of student work and constructive criticism

Track pupils’ progress and record details that the regular teacher may find beneficial.

Report any instances where pupils’ conduct both within and outside of the classroom.

Keep the classroom orderly and secure for the pupils.

Observe classroom tools and make sure students are using them properly.

Long Term Substitute 11/2021 – 02/2023

Inspire NOLA

Responsible for providing classroom coverage for a teacher who is absent. As a long-term substitute teacher, works the regular hours of the absent classroom teacher during his/her absence.

Teaches content and skills in subject area utilizing designated curriculum.

Execute lesson plans and supplementary materials provided upon arrival.

Provides individualized and small group instruction in order to adapt the curriculum to the needs of each student and subgroups of students.

Prepares report cards, keeps appropriate and accurate records to include attendance reports, interims, and other record-keeping activities as necessary under the supervision of the administrative team.

Establishes and maintains standards of student behavior needed to provide an orderly, productive classroom environment.

Identifies student needs and cooperates with other professional staff members in assessing and helping students.

Supervises students in assigned out-of-classroom activities during the working day.

Exemplify InspireNOLA’s core values in all interactions with students and their families to demonstrate your commitment to students’ academic and behavioral success.

Perform other related duties as assigned.

Core/Actress 03/2020 – 03/2021

NCIS New Orleans

Serves as a recurring actress for various roles.

Performing in a studio or 'on location' for film, television, internet and radio broadcast.

Liaised with venue managers and accommodation providers.

Retained records for company managers.

Researched or undertook activities to help prepare for a role/par.

Performed voice-overs for advertisements or recording audiobooks.

Managed the performance area, costumes and props.

Undertook activities associated with touring, such as driving a van, ‘get-ins’ and ‘get-outs’ at theatres (i.e. setting up and dismantling the performance area).

Discussed interpretation and delivery with other members of the company and the director.

Served as a walk-on or extra for television or film with NCIS N.O.

IT Manager 09/2019 – 09/2020

U.S. Census Bureau

Supervise office operations, supervisors, and clerks responsible for supporting various automation activities.

Provide extensive training, and supervise others to train office employees on software, hardware and automation operations.

Manage automation functions in the office; the first line-of-contact for all hardware, software, and telecommunication problems in the office, troubleshooting duties, and evaluating, analyzing, and coordinating automation operations to efficiently support office functions with available equipment.

Conduct on-site LAN/WAN hardware diagnostics for infrastructure cabling and hardware such as router, switches, servers, mobile devices, laptops, iPads, personal computers (PCS), Voice over Internet Protocol (VOIP) telecommunications systems and printers. Disable and Enable Users accounts.

Provides program support for the development, enhancement, maintenance, and deployment of CENSUS information systems deployed throughout CENSUS (e.g. Census, WebTA, ITMS, ADM, CHRIS, E-2, Citrix Workspace, Active Directory, Remedy, etc.).

Develops written material and communication for diverse audiences, such as Standard Operating Procedures (SOP), briefing material, Issue papers, etc.

Responsible for the paper and automated tracking of property management to include ensuring necessary forms are accurately filled out; property management systems are updated, and regular audits are performed, and secured devices are stored. Schedule and coordinate data entry operations for optimal use of workstations and print devices.

Manage the property control system for Office Computing Equipment (OCE), Mobile Commuting Equipment (MCE) and peripherals.

Coordinate printing activities and ensure that printers are prepared to handle large jobs, long-running print jobs without jams, breakdowns, and toner shortages.

Maintain inventory of all hardware, equipment and other accessories.

Serves as a fingerprinting Tech to transfers fingerprints of persons onto cards for purposes of identification: Directs individual to extend fingers and presses fingers on ink pad or glass plate and rolls them in specified spaces on card.

Writes or types identifying information, such as name, address, and occupation on card. May administer oath of allegiance and perform other clerical duties.

Administrative Support Rep. (Triage) 09/2018 – 09/2019

Alere/Abbott Toxicology Services

Liaison between internal Federal Client Services and the laboratory to address requests and issues.

Correct drug test result records as requested, including changes to donor information, facility, and/or panel.

Research Federal lost specimens and received specimen status. Arrange for shipments of Federal specimens identified as “Send-Outs” to other laboratories of analysis and track progress with alternate labs.

File federal positive and negative Chain of Custody forms (CCF). Handles Department of Transportation (DOT) Unacceptable; receives affidavits and forward to Negative Certifying to report.

Adherence to all security procedures for ensuring confidentiality of donor information. Also, Adherence to all established guidelines outlined in Alere’s Employee Handbook.

Recommend and initiate process improvement initiatives based on identified trends and key performance metrics.

Troubleshoot user issues.

Work under defined deadlines and be accountable for completing work within specified time periods.

Access the Data File (G) to Rename FBI files with Date and Collection site number, move files to FBI Logs file folder (G).

Compose a SOP and training guide for Federal retesting and Send-Outs.

Lab Specimen Specialist 05/2018 – 09/2018

Alere/Abbott Toxicology Services

Performs forensic quality laboratory analysis for drugs and alcohol to prevent substance abuse in the workplace. In addition to the analysis being accurate, rapid, and legally defensible, I also provide superior customer support and customized solutions for all substance abuse testing needs.

Prepares urine specimens from a wide variety of industries, including employers, government agencies, occupational health clinics, pain management practitioners, physician offices, rehabilitation centers, and resellers prior to laboratory analysis and testing.

Unpack sorts and determine suitability of the specimens.

Checks laboratory specimens and requisition forms for adequacy.

Utilize a scanner to scan both the form and specimen barcode into the computer to assign an identifying barcoded number to a test request form and sees that all specimens received match the identification on the form and that all requests are processed properly before delivering it to the appropriate bench for testing.

Completes data entry and provide quality assurance support while maintaining a clean and safe work environment.

Perform QA review procedures to verify data entry accuracy and make any necessary corrections, for a specific account.

Identify problems with specimen types, missing information and assigns the issue to the appropriate ancillary department or in some cases resolving them.

Recognize and process routine problem specimens, such as, specimen received without a label, no DONOR ID, no TEST request.

Enter Problem Specimen data into the Problem Specimen Database.

Follows the protocols for resolving additional problems due to accounts on hold, specimen intended for other laboratory, or any other issue that prevents a specimen from being accessioned.

Information Technology & Record/Security Specialist 03/2013 – Present

Poppas Seafood & Deli New Orleans

Maintain a high level of awareness of the technological changes in the computer industry; be strategic in identifying the future IT needs of the restaurant and provide the proper recommendation; Telework occasionally.

Assure that data, programs and documentation are secured and backed up; Organize the daily operations of the computer systems; Meet with potential clients to demonstrate TRUIST software and participate in contract negotiations, software customization and all necessary follow through.

Work with outside vendors that perform IT functions for the restaurant to ensure they are performing all required contract duties.

Deposit cash daily and manage financial and budgetary operations for restaurant.

Make recommendations and suggest changes to contracts and vendors as needed; Identify and escalate situations requiring urgent attention and redirect problems to appropriate resources;

Investigate, trouble-shoot, and resolve IT related problems so that computer problems are resolved quickly and satisfactorily.

Configure and resolves issues with hardware, conduct minor repairs where possible, and coordinate with hardware vendors and follow-up as required to coordinate maintenance servicing; Connect and configure phones, fax, and the internet to provide connectivity for restaurant users.

Actress/ Extra 05/2014 – Present

Caballero Casting New Orleans

Actor/Extra in various movies. Served as an Off Duty NOPD Police Officer (NCIS N.O.); Served as a Business/Legal Visitor in the New Orleans Federal District Court (NCIS N.O.); NCIS Agent (NCIS N.O.)

Receive reports of crimes committed against Navy or Marine Corps personnel and their dependents.

Served as a tourist in the French Quarters Bourbon Street (Girls Trip) Central Casting; Served as a PARENT ST. SEBASTIAN Basketball Team Player (Shadows) Central Casting; Served as a Float Rider – Group Tropical (Shadows) Central Casting; Served as a PRIDE's BAR PATRON (NCIS N.O.); FBI Agent (NCIS N. O)

Investigate a wide variety of crimes and assist with investigations, conduct interviews, and help build cases. Served as a Business Tourist (NCIS N.O.); Served as a Nurse (Claws); Served as an IT Engineer Vista Bullpen Staff (The First) Batherson Casting; Served as a High End Lawyer (NCIS N.O.); NOPD Police Officer (Power); NOPD Police Officer (NCIS N.O).

Protects citizens by preventing crime, enforcing laws, apprehending suspects, and monitoring traffic.

Prevents crime by explaining and enforcing applicable federal, state, and local laws and ordinances; teaching preventive, protective, and defensive tactics; mediating disputes; patrolling assigned area; responding to notices of disturbances; conducting searches; observing suspicious activities; and detaining suspects.

Apprehends suspects by responding to complaints and calls for help, observing violations, and making arrests.

Conduct criminal investigations by gathering evidence, interviewing victims and witnesses, and interrogating suspects.

Document observations and actions by radioing information and completing reports; Served as an U.S. Navy Military Personnel (NCIS N.O.); Served as the First Female Commander for (NCIS N. O.) Also responsible for planning, supervising, and reviewing the activities of all personnel assigned to a major division, which may include a patrol or support function.

Technology (Computer Literacy) Teacher 10/2016 – 05/2018

New Orleans Military & Maritime Academy

Facilitate and inspire student learning and creativity by engaging students in exploring real world issues and solving authentic problems using digital tools and resources aligned to Louisiana State Standards, ISTE NETS Standards for Students, and Focused Instruction.

Model digital age work and learning demonstrating fluency in technology systems and the transfer of current knowledge to new technologies and situations and collaborative skills to work with students, teachers, peers, and the community to support student success and innovation.

Promote and model digital citizenship and global awareness by teaching safe, legal, and ethical use of digital information and technology and engaging with colleagues and students of other cultures using digital age communication and collaboration tools.

Engage in professional growth and leadership by evaluating and reflecting on current research and professional practices and effective use of emerging digital tools and use of resources.

Complete all grading, create progress reports and conduct parent conferences in a timely manner.

Support the instructional program with asynchronous web conferencing sessions and synchronous instruction.

Review curriculum and devise alternate approaches to presenting lessons to increase student understanding (working directly with students and parents).

Communicate with parents, students and other teachers on a regular basis to develop and update Personal Learning Plans and schedules, score assessments, provide feedback on student work, suggest instructional approaches and strategies, monitor completion of assignments and coach special projects.

Work collaboratively with other teachers to ensure that all students are successfully progressing through the program that parents have a central point of contact, and that tasks are distributed among the teachers.

Develop a general knowledge of the entire program’s 9-12 curriculums and a very detailed knowledge of the courses for which responsible.

Support students and parents with alternate strategies and provide additional assistance with daily assignments and projects.

Communicate regularly with parents, students, and curriculum specialists through use of computer and telephone.

Keep student records and data up-to-date, including cumulative files, online student and family information, attendance accounting, and logging all student and parent contacts.

Consult with other teachers and staff learning specialists to develop alternate enrichment activities and modifications to students’ programs to increase student understanding.

Work with other teachers to coordinate social activities and relevant field trips for students.

Manage regional field trips and make efforts to integrate trips into the curriculum.

Devise and implement virtual methods of creating and maintaining a “school community”.

Participate in the organization and administration of the State Testing, as directed.

Participate in student recruiting sessions and other marketing efforts that require teacher representation.

Work with Advisory Teachers and School Counselor to ensure students and families are receiving appropriate communications, students are making adequate progress and established goals are being met.

Attend field trips and other community activities implemented for families; other duties as assigned.

Security duties assigned on off periods: Patrols and monitors assigned areas of the school buildings, grounds and parking lots to deter, detect, report and stop violations of the law and/or school board policies.

Detects, investigates and reports unauthorized or suspicious persons, vehicles and activities via two-way radios.

Assists administrators and staff in crisis and emergency situations also via two-way radios.

Supervises and directs pupil movement.

Notifies the administrative staff, police, fire department, or other appropriate authorities of security or emergency situations.

Operates metal detectors and conducts searches when directed to do so.

Investigates student violations of school board policies and prepare reports of the results.

Works with school administrators and law enforcement officials in handling serious student offenses and law violations.

Testifies in court and at School Board Disciplinary Review Committee hearings as required.

Assists with fire drills and other emergency building evacuations.

Supervises classroom behavior in lieu of faculty; Maintains security records, logs and reports.

Attends and successfully completes all staff development training as required by state law or directed by the Security Department; Abides by Security Department guidelines, directives and post orders.

Reads and responds to email communications.

Models nondiscriminatory practices in all activities.

Also act as a Substitute Teacher upon request directing the learning procedure in the direction of accomplishing curriculum objectives and goals as implied in the lesson plans for projects, lessons or units assigned.

Substitute Teacher 09/2016 – 10/2016

Kelly Services

Direct the learning procedure in the direction of accomplishing curriculum objectives and goals as implied in the lesson plans for projects, lessons or units assigned.

Make use of instructional procedures and materials which are most suitable for attaining lesson goals.

Go through the attendance according to the procedures of the school.

Ensure an orderly and tidy classroom and may need to keep tables and chairs well-arranged and clear of the chalkboard.

Adhere to all procedures, guidelines, and policies followed by regular teachers in line with recommended teaching procedure.

Ensure a sustainable relationship with parents, pupils, school personnel and members of the public by communicating in a confidential, polite and refined manner.

Transportation Security Officer SV-1802-D 09/2015 to 03/2016 Dept. of Homeland Security (TSA) MSY New Orleans

Provide security and protection of air travelers, airports and aircraft in a courteous and professional manner.

Operate screening equipment to identify dangerous objects in baggage, cargo and on passengers, and prevent those objects from being transported onto aircraft.

Perform searches, to include hand-wand and pat-down searches.

Control terminal entry and exit points; Interact with the public, giving directions and responding to inquiries.

Report all incidents, PII breaches, and suspected security violations to appropriate department in accordance with applicable procedures.

Prepares investigative reports and findings.

IT Specialist (System Analysis) NO-2210-04 05/2012 to 03/2013 (Retired)

Dept. of Navy Business Systems and Production Support (Production Support) New Orleans

Responsible for administration, maintenance, and monitoring of day-to-day production services activities for Navy manpower, personnel, and distribution mainframe processing performed at designated Defense Enterprise Computing Centers (DECCs) and DFAS/Army Production system.

Manage the administration and maintenance of Mechanicsburg department mainframe security database.

Served in the capacity of Information Security (INFOSEC) to manage accounts and access to mainframe systems to include setup of new user accounts, disabling accounts, resetting passwords, ACF2 access/rule permissions.

Disseminated standards to users; provided training, Implementation, assistance and review of customer functions.

IT Specialist (System Admin) YA-2210-02 02/2007 to 05/2012

Dept. of Navy Engineering/Logistics & Fleet Support Distance Support Division (Cust Sup) N.O.

Serves as a Customer Service Representative/Quality Assurance of a large Call Center to Plan, deliver, and provide oversight for information technology customer support services, including computer installation, configuration, troubleshooting various technology, customer assistance, and customer training; prioritize, evaluate procedures, escalate issues, and monitor support provided by contracted staff.

Served as Mainframe Support/Logistics team lead and a Project Manager to manage the administration and maintenance of Mechanicsburg department mainframe security database.

Served as an Acceptor/COR for Engineering/Logistics Fleet Support Distance Support Division to review Receiving Reports and compare products/services to the contract terms which is vital to the command. Analyzed contractor activities: contract reporting, asset management reporting, and new contract development.

Acted on behalf of the supervisor in her absence. Served as a Risk Manager (CMMI) for the CSC project. Assumed the duties of the Customer Services Director, upon request maintaining the integrity of the division, and approving leave and providing input for appraisals. .

Served as a Risk Manager (CMMI) for the CSC project.

IT Specialist (APPSW) YA-2210-02 10/1996 to 02/2007 Dept. of Navy Systems Engineering Dept, Active Duty Systems Div IMAPMIS Branch New Orleans

Utilized Inactive Manpower Personnel Management Information System (IMAPMIS) database for the Navy’s Inactive Reserve, maintaining 850,000 personnel master records for members of the Selected Reserve, Individual Ready Reserve (IRR), Standby Reserve, and all United States Navy (USN) and United States Navy Reserve (USNR) Retired, which IMAPMIS supports IRR mobilization readiness and personnel data reporting.

Acted on behalf of the supervisor in his absence.

Prepared flowcharts, designs, code, modifies, debugs, and corrects new and existing COBOL or MANTIS programs on a OS/390 Operating System (ROSCOE) using MANTIS CICS language to design prototypes; Prepared and maintained records of support material (Program Specifications) related to the development and implementation of COBOL/MANTIS Programs

Performed in the capacity of a system analyst to investigate user needs and determines the appropriate action to resolve program problems, and development of programs.

Assumed the duties of the Branch Head upon request maintaining the integrity of the division, and approving leave and providing input for appraisals.

Computer Assistant (Scheduling) GS-335-05 09/1996 to 10/1996 UDSA National Finance Center Info Resources Mgmt. Div. Oper Branch Scheduling New Orleans

Monitored and scheduled production jobs and provided technical assistance and coordination in the resolution of problems encountered by users of NFC computers.

Coordinated programmatic error solutions and preparing statistical reports on these errors.

Provided Automated Data Processing (ADP) technical support and worked directly with the users/customers in helping to formulate their ADP.

Assisted in problem recognition with current applications by analyzing system interrelationships, proposing alternative approaches and methods.

Computer Clerk (Helpdesk Consultant) GS-335-04 01/1995 to 09/1996 Dept of Navy Information Systems Dept. Customer Service Div. New Orleans

Acted as the initial point of contact for end-users.

Provided software consultation, problem resolution hardware maintenance support, clerical and technical assistance to all end-users.

Performed primary problem identification and initial troubleshooting.

Determined the nature of technical problems or notified the appropriate repair shop (LAN) or Personal Computer (PC) utilizing E-mail via GroupWise.

Tracked & controlled the problem through the Problem Tracking System and created an informal customer satisfaction tracking procedure.

Responded to end-users’ inquires and give status on technical problems by telephone or E-mail via GroupWise.

Computer Clerk (Scheduling Dept) GS-335-04 11/1992 to 01/1995 Dept of Navy Information Systems Dept. Scheduling NAVRESPERSCEN New Orleans

Implement ROSCOE application on the mainframe to analyze and execute Job Control Language (JCL) from a Remote Job Entry (RJE) environment to an on-line computer.

Followed program logic, detailed flowcharts and instructions for program segments of limited scope and difficulty in modification of existing program capability.

Served as a Lead over other Computer Clerks responsible for monitoring and scheduling production jobs and provides technical assistance and coordination in the resolution of problems encountered by users of Navy computers.

Decided processing requirements, arranged run streams, schedules, and guaranteed satisfactory completion of all jobs.

Acted on behalf of the supervisor in her absence.

Lead Data Transcriber (Drill Pay) GS-356-04 11/1990 to 11/1992 Dept of Navy Naval Reserve Personnel Center Info/IMAPMIS Operations Division

Performed in capacity of acting supervisor in distributing incoming workloads among nine data transcribers.

Accessed supervisor's code and password to boot the computer operation that controls access to disks, high-speed printers, Scan-Plex II CRT terminal that cause input/output operations to occur.

Set priorities in distributing the input workload to ensuring each data transcriber were performing at their maximum capability and according to prescribed quality standards.

Assumed the Computer Operator's duties to monitor and performed a daily backup of all batch jobs by collecting and consolidating input data from the operator's console, during IMAPMIS processing cycles.

Acted on behalf of the supervisor in her absence.

Evaluated job performance of subordinates and recommended appropriate personnel action, recommended changes in work procedures to effect savings in time, cost, and to improve operating efficiency.

Data Transcriber GS-356-03 01/1988 to 11/1990

Dept of Navy Naval Reserve Personnel Center Information System/IMAPMIS Operations Division

Performed in the capacity of acting supervisor in distributing incoming workloads among nine data transcribers; Accessed supervisor's code and password to boot the computer operation that controls access to disks, high-speed printers, Scan-Plex II CRT terminal that cause input/output operations to occur.

Set priorities in distributing the input workload to ensuring each data transcriber were performing at their maximum capability and according to prescribed quality standards.

Verified each batch job and maintained a total of records received which then compared to the total of records entered in the terminal.

Assumed the Computer Operator's duties to monitor and performed a daily backup of all batch jobs by collecting and consolidating input data from the operator's console, during IMAPMIS processing cycles.

Clerk Typist GS-0322-03 11/1986 - 01/1988

Dept of Navy Naval Reserve Personnel Center Information System/IMAPMIS Operation Division

Served as a receptionist to provide clerical support for the office.

Compiled and recorded employee time and payroll data.

Verified invoices and processed payments including confirmation that services have been received and accepted by employer.

Maintained division calendars, office

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