Customer Service Help Desk

Claudia Monroe Email: *********@*****.*** 310-***-****

Dear Sir or Madam:

With this letter, I wish to express my strong interest in seeking employment within your offices as a Computer Information Systems representative. Therefore I am submit- ting my credentials for your review and consideration. I have the ability to follow instructions and manage multiple projects, activities and tasks simultaneously. My background and experiences are excellent matches for your needs, as demonstrated by the following highlights; integrity, hands-on software and hardware expertise, a positive team player with five years experience in customer service both face to face and phone based. I have managed various OS systems that included setup and installations. Among other skills that I have are, the capability of adapting to fast changing situations, making positive decisions toward positive outcomes. I look forward to the opportunity to speak with you to discuss my qualifications for employment within your office. Having had experience in various types of businesses doing contract work or as a consultant, I have gained many skills that can only serve to enhance your organization. My salary is open to negotiation, as well as being open to all shifts and days for assignments. You may reach me for more information at, (310) 985- 7852. Thank you for your consideration.

Claudia Monroe REFERENCES: Supplied Upon Your Request.

Computer Languages, Applications and Hardware Skills - COMPTIA NETWORK+ CERTIFICATION, LINUX, WINFAX, WINDOWS 3.1-10.0, WIN- DOWS SERVERS, ACTIVE DIRECTORY, OUTLOOK, OFFICE SUITE, NOVELL, VIS- UAL BASIC, MS-EXCHANGE, MS-MAIL, APACHE, OPEN OFFICE, AD-HOC RE- PORTS, DB, CRYSTAL REPORTS, REMEDY, CITRIX, SQL, ORACLE, MS-ACCESS, LOTUS, RACF, RDP, VOIP, FTP, WI-FI, CABLING, VLAN, ROUTERS, SWITCHES, FIREWALLS, VPN, RAID, SECURITY MONITORING TOOLS, TCP/IP, HTML, PRINTERS, DOS AND MACINTOSH PC'. Comptia A+ qualified. Membership: Advancing Women in Information Technology. Claudia Monroe “Will Do and Can Do Attitude” HTTP://www.linkedin.com/in/it2win Claudia Monroe Email: *********@*****.*** 310-***-**** WORK EXPERIENCE

EMPLOYMENT PROGRAM REPRESENTATIVE

EDD - VARIOUS DEPARTMENTS

SANTA MONICA, CA.

Duties: Assisted employers and job seekers in fulfilling their labor needs. Facilitated work- shops on job search skills. Interviewed and referred applicants for work. Coordinated, man- aged and provided information to job seekers to help them accomplish their goals. Trained and helped customers with the dedicated computer automated 'Cal-jobs' website. Perform- ing administrative duties as assigned such as completing the weekly work schedule for the office staff members. Completed job training that included: a twelve-module customer service representative course, Total Quality Management, Microsoft Office and Job Search Workshop Specialist as suggested by the State of Ca. This was a complex environment with a diverse customer / staff work population.

HELP DESK ADMINISTRATOR

[VARIOUS IT CONTRACT / CONSULTING POSITIONS]

TRANSAMERICA

LOS ANGELES, CA.

20TH CENTURY FOX

LOS ANGELES, CA.

LATHAM & WATKINS

LOS ANGELES, CA.

ABC ENTERTAINMENT

LOS ANGELES, CA.

J.P. GETTY - SANTA MONICA, CA.

Duties: Using Windows, Compare Rite, Novell, and MS Office Suite products, I answered user questions regarding review forms and other forms used throughout the offices. At one job site I created a Help Desk log-tracking program in MS Access. My duties included maintaining the company Intranet website. Collected all required data for the development team for prob- lem resolution. Information was gathered from installers after customer installs to ensure timely escalation of customer problems to team leaders. Other duties included, maintaining Help Desk database and all software running on help desk PC's. Responsible for implementa- tion and maintenance of user accounts on the WINNT and NOVELL Client/Servers. Followed up with customers to insure their computer programs worked to their satisfaction. Main- tained IT assets inventory for hardware and software. Claudia Monroe “Will Do and Can Do Attitude” HTTP://www.linkedin.com/in/it2win Claudia Monroe Email: *********@*****.*** 310-***-**** SYSTEMS ADMINISTRATOR

PACIFIC BELL DIRECTORY

LOS ANGELES, CA

Duties: Provided solutions to user problems, respecting user satisfaction and productivity. Making necessary changes and repairs or coordinated the proper resolution to any problem or issue. Resolving operation problems on Windows NT servers and File Net (Oracle based) AIX UNIX system with HP and DEC printer interfaces. Documented and reported system up- grades and changes to the corporate I.S. Dept. Other tasks that I performed were, research, resolving and responding to complex questions received via telephone calls, pager, follow up call-backs, or escalation's, information liaison for major departmental purchases. Technical support with documentation for instruction was provided. Many years of experienced in oper- ating and utilizing a variety of micro-computer hardware and software program applications. TECHNICAL SUPPORT

AMERICA TOURS INTERNATIONAL

LOS ANGELES, CA.

QUARTERDECK OFFICE SYSTEMS

SANTA MONICA, CA.

Duties: Technical Support of all staff members that included system upgrades, software eval- uations, and PC relocation. Acquired and maintained knowledge of all relevant product of- ferings to provided technically accurate solutions to all end-users. Maintenance and support using Lotus Notes, Novell NetWare, Windows NT operating systems and Work-groups for Windows as their main software packages. Handled call escalations in a 2-4 hour time pe- riod. I also assisted in the setup of micro-computer networking and telephone (VOIP) sys- tems.

GLCSC

LOS ANGELES, CA.

APLA

LOS ANGELES, CA.

Duties: While working for these two non-profit organizations I help to build a comprehensive health care and services network system to create reports and proper storage procedures. At the same time I was responsible for representing the agencies at all of the state and federal monthly correspondence and reporting meetings. We completed all networking infrastruc- tures of new buildings. In addition to servicing all staff desktop support request, I also com- pleted staff training's on all the new computer system installs. At the same time keeping all client's reporting information confidential. Updated and upgraded servers data back-up and recovery scripts/programs.

Claudia Monroe “Will Do and Can Do Attitude” HTTP://www.linkedin.com/in/it2win Claudia Monroe Email: *********@*****.*** 310-***-****

Knowledge:

Knowledge of various operating systems of a PC.

Knowledge of personal computer troubleshooting

techniques.

Knowledge of interfaces between HW/SW; and the

requirements for the installation and implementation of the most complex information technology software systems.

Knowledge of word processing, spreadsheet, data- base, electronic messaging software.

Knowledge of technical report writing.

Knowledge of customer service and customer sup-

port principles in an Information Technology (IT) envi- ronment.

Knowledge of general computer architecture (CPU, memory allocation, peripheral devices, I/O, etc.).

Knowledge of ITS system development life cycles.

Knowledge of problem-solving techniques and pro- cesses.

Knowledge of advanced customer technical support standards, protocols, and procedures, including

tracking procedures and security devices above.

Knowledge of operating systems, applications, net- working components and their interrelationships.

Knowledge of advanced principles of Information

Technology (IT), including its, current trends, meth- ods, and practices.

Abilities:

Ability to interpret and analyze numerical data accu- rately.

Ability to determine the accuracy of various mathemati- cal calculations.

Ability to identify problems, including cause and effect to ensure problems are properly addressed.

Ability to analyze and evaluate data and information to for- mulate conclusions and courses of action.

Ability to provide technical assistance to individuals to re- solve issues and/or problems.

Ability to analyze and evaluate situations to determine ap- propriate courses of action.

Ability to adapt to changes in priorities, work assignments, and other interactions.

Ability to prioritize work assignments and/or problem solu- tions to ensure completion within established time frames.

Ability to work on multiple projects and/or assignments si- multaneously.

Ability to perform job tasks during stressful working condi- tions (e.g., tight deadlines, heavy workload).

Ability to adhere to established policies and procedures.

Ability to work cooperatively and productively as a member of a team to achieve a common goal.

Ability to establish and maintain effective working relation- ships with others.

Ability to interact with and relate effectively to individuals at all levels of an organization.

Ability to listen to others to facilitate an open exchange of ideas and provide for effective communication.

Ability to collaborate with others on project issues and sta- tus.

Ability to work with others to identify problems to seek im- provements in Information Technology (IT) and other work processes.

Ability to provide technical and descriptive documentation.

Ability to read and interpret charts, diagrams, and graphs.

Ability to integrate new information with existing knowledge to formulate conclusions.

Ability to work independently on projects or assignments without close supervision or detailed instructions. Claudia Monroe “Will Do and Can Do Attitude” HTTP://www.linkedin.com/in/it2win

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