Data Entry Customer Service

Sushana Thomas, B.A.

**********@*****.*** 207-***-**** Boston, MA,

EDUCATION

University of Massachusetts, Boston Boston, MA.

Bachelor of Art in African American Studies & Theatre Arts 2019 CERTIFICATES

Google Coursera Certificate Online

Technical Support Fundamental 2021

PROFESSIONAL EXPERIENCE

Department of Children and Families(DCF) Braintree, MA Social Worker Technician 07/2024 - present

• Work collaboratively with DCF social workers, supervisors and managers to support various action planning tasks to reinforce casework direction.

• Complete all documentation in accordance with agency and regulatory requirements, including but not limited to completion of BRC Approval Requests, referral packets and case filing.

• Transport children to health, social services or other agency-related appointments as required.

• Supervise visits between children in placement and family members as directed.

• Maintain ongoing communication with DCF staff and other constituencies as needed.

• Conduct and document collateral calls to health/social service providers, schools and law enforcement agencies as directed.

• Attend supervision, staff meetings and in-service training.

• Maintain a high degree of professionalism in the community, with clients, schools, courts and with referring agencies seeking to build and sustain positive relationships. Northeast Security Boston, MA

Lead Operations Analyst (SOC) 01/2023-06/2024

• Utilizing Microsoft Office Suite programs to generate reports and access security-related information.

• Monitoring operational network video camera cameras; operating all SOC technologies, including network video, access control, security operations and Johnson Controls programs.

• Overseeing the verification of security-related alarms, monitor the dispatching of first responders, and provide situation updates to the security manager.

• Serving as an initial point of contact in emergencies that may affect employees’ health, safety and building operations with urgency and sensitivity.

• Overseeing the verification of security-related alarms, monitor the dispatching of first responders, and provide situation updates to the security manager.

• Creating accurate communications logs and accurately report incidents in case management databases.

• Making important decisions during high-tension and stressful situations. Thompson Technologies Atlanta, GA

Video Reviewer 10/2022-03/2023

• Remotely monitored the company’s locations and found precise site updates/grade measurements.

• Used video surveillance to monitor the vehicular traffic volume at the drive-thru.

• Established and utilized a comprehensive data tracking system on Microsoft Excel and used it to highlight weekly and update for ongoing analysis. Allied Universal Boston, MA

Security Operations Analyst 11/2015-12/2022

• Utilized Microsoft Office Suite to generate reports and access security-related information.

• Monitored operational network video camera cameras; operated all SOC technologies, including network video, access control, and Johnson Controls programs.

• Oversaw monitoring systems such as CCTV, Access Control Systems, Lenel Systems, Continuum, Metasys, Struxureware, ALC, and Otis-EMS Systems.

• Served as an initial point of contact in emergencies that may affect employees’ health, safety and building operations with urgency and sensitivity.

• Oversaw the verification of security-related alarms, monitored the dispatching of first responders, and reported situation updates to the security manager.

• Created accurate communication logs and accurately reported incidents in case management databases.

Schneider Electric Foxborough, MA

Remote Watch Analyst 09/2021-03/2022

• Provided support to external and internal customers remotely, using systems such as Salesforce.

• Logged in remotely to customers’ sites, updated remote-watch servers, McAfee, Windows, and Ferret, and troubleshooted technical issues.

• Maintained databases, core systems, and core-related applications: document system processes and programs developed in projects and work orders.

• Provided support services on-site and via telephone and core application and ancillary systems.

• Performed root cause analysis on reported problems using system diagnostics, product symptoms, and data provided by the customer.

C.G.I. Federal Boston, MA

Administrative Assistant I 12/2020-12/2021

• Provided service via phone and email to relevant parties.

• Engaged in database management.

• Maintained Agency/Center and Director calendars.

• Reviewed incoming documents and took appropriate action.

• Tracked and monitored the status of memoranda, correspondence, and taskers. Informed Agency/Center personnel of overdue items, upcoming deadlines, and format and department procedures for processing documentation.

• Prepared written communications using various office software: MS Word, MS PowerPoint, MS Publisher, MS Excel, and SharePoint & Salesforce.

• Prepared briefing materials and compiled reports.

• Received deliveries and arranged for pick-up of outgoing shipments.

• Assisted with ordering, tracking, receiving, inventorying office supplies through various methods (GSA, CA internal).

• Maintained and processed DOS employees’ biweekly payroll and records.

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