Senior Remote Administrative & Customer Support Specialist

SHAWN DANIEL

Douglasville, GA 678-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Detail-oriented professional with 17+ years of experience in security operations and administrative management. Proven track record in processing documentation, maintaining accurate records, and coordinating communications across multiple channels. Strong background in handling confidential information and supporting organizational compliance.

CORE COMPETENCIES

● Administrative Support & Data Entry

● Records Management & Filing Systems

● Multi-line Phone Systems

● Microsoft Office Suite (Word, Excel, Outlook)

● Communication & Documentation

● Process Coordination

● Customer Service

● Team Collaboration

● Security Protocols

● Project Management

● Bid Solicitation

● Risk Assessment

● Event Planning

PROFESSIONAL EXPERIENCE

FLORIDA DEPARTMENT OF REVENUE

Child Support Program Specialist (MARCH 2025-October 2025)

● Resolved 50-75 weekly cases through internal system, consistently meeting accuracy and timeliness targets to maintain successful performance evaluations

● Coordinated with internal departments, custodial/non-custodial parents, and external partners to verify information and ensure policy compliance, accelerating case resolution and streamlining processes

● Researched and analyzed case information using CAMS (Florida Department of Revenue system), preparing cases for Legal Services Unit action

● Maintained accurate documentation and case records for 70+ weekly tasks, ensuring audit compliance and supporting legal actions

● Handled confidential PII and financial information (tax records, income data) with strict adherence to federal, state, and DOR privacy protocols

● Provided follow-up and customer service via phone and email to custodial/non-custodial parents, legal teams, and internal departments, improving case resolution speed and stakeholder coordination.

BUREAU OF ALCOHOL, TOBACCO, FIREARMS & EXPLOSIVES

Lead Physical Security Specialist (April 2011- November 2024) Held SSBI- DOJ Top Secret Security Clearance

Washington, DC

● Directed security operations and system implementations across Washington D.C. Field Division and National Capital Region field offices, streamlining office relocations, security upgrades, and facility buildouts

● Planned branch-level event operations for agency's annual Security convention, ensuring successful execution and professional representation

● Drafted scopes of work for security upgrade contracts, establishing clear project requirements and deliverables for awarded vendors

● Led vendor selection for multiple annual security projects, soliciting competitive bids and selecting cost-effective solutions while maintaining ATF policy compliance and budget adherence.

● Developed organization-wide security policies, standard operating procedures, and training protocols for HSPD-12 PIV card enrollment and activation

● Conducted physical security risk assessments for assigned division and field offices, compiled prioritized recommendations, and coordinated implementation of corrective measures

Identity Media Specialist (October 2007- April 2011)

● Directed enrollment of 1,500+ employees and contractors nationwide through USAccess, ensuring full compliance with HSPD 12 PIV federal identity credentialing requirements.

● Programmed and issued I.D. cards and access credentials for over 800 HQ employees and contractors using Lenel/Facility Commander, optimizing ID and access issuance workflows to strengthen ATF’s physical security posture.

● Verified eligibility and issued pocket credentials for employees and contractors nationwide, streamlining credential issuance and access authorization across the bureau

● Provided customer service via phone, email, and in-person support, resolving access card troubleshooting, eligibility questions, and issuance issues efficiently to minimize user downtime

● Maintained accurate records and documentation of personally identifiable information for auditing and compliance, adhering to operational security and information protection standards bureau-wide

● Processed administrative paperwork and data entry for ID forms and clearance verifications, maintaining accurate records to support bureau-wide security operations

● Developed training documentation and delivered nationwide training for HSPD-12 PIV card enrollment and activation, supporting successful mandate rollout nationwide

EDUCATION

Master of Arts in Administration of Justice and Security University of Phoenix, 2012 Bachelor of Science in Criminal Justice St. Johns University, 2007

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