Customer Support Assistant resume title

****Patricia M. Dozier

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

Greenwood, IN 46142

317-***-**** (Mobile)

Email: *********@*****.***

Piezo Technologies Dates Employed: 07/2024 – 07/2025

**** ********** **** *******: Natalie Dugan

Indianapolis, Indiana 46268 Hours per Week: 4

0074 will perform assignments that may not be completely standardized, as well as those that are specific and require heavy diligence. Select or adapt standard procedures.

JOB DUTIES & RESPONSIBILITIES

Constructs components, subunits, or simple models or adapts standard equipment using solder, bonding or, mechanics troubleshoot and correct malfunctions.

Follows specific layout and scientific diagrams to construct and package simple devices and subunits of equipment.

Conducts various tests or experiments that may require minor modifications in test setups or procedures as well as subjective judgments in measurement; selects, sets up, and operates standard test equipment and records test data.

Extracts and compiles a variety of engineering data from field notes, manuals, lab reports, etc.; processes data, identifying errors or inconsistencies; selects methods of data presentation.

Assists in design modification by compiling data related to design, specifications, and materials that are pertinent to specific items of equipment or component parts.

Develop information concerning previous operational failures and modifications.

Use judgment and initiative to recognize inconsistencies or gaps in data and seek sources to clarify information.

Supports the facilities function as needed.

FedEx Ground Dates Employed: 11/2023 – 07/2024

8951 Mirabel Road Manager: Amandeep Kaur 800-***-****

Indianapolis, IN 46241 Hours per Week: 20-32

Part Time Package Handler

I worked in several different areas depending on Freight Output. I may be Loading, Unloading, Induction, or other job specific positions. I have used company supplied scanners to inventory which location and count of product. I needed more hours of work. I only receive 10-20 hours of work a week.

HP Inc. Dates Employed: 08/2021 – 06/2023

1301 Smith Road Manager: Brian Popovitz 765-***-****

Plainfield, IN 46168 Hours per Week: 40

HP Federal-Manufacturing Operation Technician

Comprehensive understanding of the general/technical aspects of the job. Works on assignments that are complex in nature and require considerable judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions. Work is completed with minimal supervision and assignments may be completed without established procedures. May determine methods and procedures for new assignments.

Download secret clearance system onto HP Desktop/Laptop computers.

Performs specialized job assignments in the manufacturing process with minimal supervision, rework of hardware in computers, remove damaged boxes and submit damaged products or replacement, keep inventory product by product number, submit any completed products on skids for warehouse for further processing or storage.

Performs moderate-complex tasks, such as testing high- end servers.

Monitors the execution of process-oriented tasks of others in lower-level roles.

Identifies complex and undocumented areas for process improvement.

Mentors lower-level employees.

Leads production tasks and operates machinery while continuing to support quality assurance measures.

Maintain security clearance.

Internal Revenue Service Dates Employed: 01/2010 -10/2017

575 N. Pennsylvania Street Series: 2210 Pay Plan: GS Grade: 09

Room 452 Manager: Jeffery Kuhl, 859-***-****

Indianapolis, IN 46204 Hours per Week: 40

Information Technology Specialist (Customer Help Desk Support)

As an Enterprise Service Desk Specialist, I managed telephone IT customer support. I troubleshot and resolved end user’s hardware and software issues. I had above baseline access to the COE site and routinely downloaded and installed requested software if all the approvals were in order. I troubleshot IRS specific software, applications, and off-the-shelf software such as Microsoft, Adobe, AUTOCAD, JAVA, internet browsing. I added and set-up configurations for printers, scanners, and plotters remotely using BOMGAR or various other Remote Access Software. I routinely aided users with computer configurations, network connectivity issues such as Cisco VPN connections, WIFI, Network Adapters, and Domain issues. Windows 7, Office 2016, Cisco AnyConnect, Guardian Edge/Symantec, and Smart ID were also daily issues. I routinely used Remote Tools Console, Office Communicator, or pcA QuickConnect to remote to machines across the country. I have also volunteered whenever possible for software testing. I have used approved disk utilities to remove all software and data from computers chosen for excess or destruction. I ensured system degaussing. I have also aided the Integrated Equipment Group by verifying inventory certification in Indianapolis and eight other Posts of Duty by physically tracking down equipment assigned to end users in my building or offsite. If the equipment were replaced all changes would be documented.

Internal Revenue Service Dates Employed: 10/2009 - 01/2010

4030 Vincennes Road Series: 0962 Pay Plan: GS Grade: 07

Indianapolis, IN 46268 Manager: William Brockmann

Tax Law and Accounts

As a Contact Representative I supplied technical aid to individuals and/or business primarily through telephone interaction in a Call Center environment. I addressed a wide range of issues/problems that require unique solutions. I applied the Tax Code to aid taxpayers in understanding and meeting their tax responsibilities. I secured, analyzed, and protected sensitive personal and financial information. I made determinations and used sound judgment to resolve taxpayer disputes and delinquency issues. I have used IRS specific systems such as ITLA, IDRS, AMS, IAT, RMAIL, RTR, and GovTrip/Concur. I was certified in Application 231 and Balance Due. I have several years of experience with Microsoft software, internet applications, databases, queries, and other search techniques. I conducted interviews as part of my first assessment of why the taxpayer, Power of Attorney, or third-party designer was seeking aid with their tax situation. I answered questions about individual taxpayer eligibility for tax credits, exemptions, and deductions in relation to Tax Law. During my research I confirmed key requirements of their accounts, such as full compliance, cause, and cure of their situation, updating contact information, and what tax years were involved. I researched any notices, letters, or history they received. I set up various Installment Agreements, Extensions of Time to Pay, Currently Not Collectible, Skipped Payments, Status, Payment Tracers, and TDI’s based upon IRM’s that have been set up and enforced.

US Customs and Border Protection Dates Employed: 06/2008 – 10/2009

9043 Tradeport Drive Series: 0962 Pay Plan: GS Grade: 07

Orlando, FL 32827 Manager: Ilene Freeman, 407-***-****

Detention and Removal Associate Hours per Week: 40

I supplied clerical, administrative, and investigative support to the Detention and Removal Program. I set up, reviewed, and started the proper action to ensure proper maintenance of the assigned docket. This includes but is not limited to performing a wide range of record checks, such as CIS, TECS, NCIC. I would aid in the research of a person of interest’s identity when false information was supplied. I also aided in updating the databases; phone/written correspondences to family/Consulates, prepared warrants, answered memorandums and closeout procedures. I prepared documentation for FLIA. I processed and reviewed officer’s notes, reviewed program documents for completeness/accuracy. I prepared and sent records to appropriate offices for removal/exclusion hearings, reviewed and analyzed case files to determine proper action, accessed databases systems to retrieve and input information. I screened calls/visitors and supplied the basic information. I maintained and reviewed deportation docket files and systems supporting proper time limits. I used the available automation tools to create spreadsheets, reports and other documents from data sent. I also managed all documentation needed to support the government fleet vehicles for units.

Transportation Security Administration Dates Employed: 9/2007- 6/2008

Orlando International Airport Grade Level: SV-1802-E/06

1 Jeff Fuqua Blvd. Supervisor: Andre Bernard Tel: 617-***-****

Orlando, FL 32827 Hours per Week: 40

Transportation Security Officer

I interpreted and implemented TSA policies, processes, and procedures. I coordinated the work and performance of a diverse team. I supplied guidance, direction, and support for my team of Transportation Security Officers. I communicated to the public (passengers) the mission, vision, and values of TSA. I resolved conflicts with passengers when passengers did not understand or want to follow the aviation security screening process. I resolved conflicts between my team members and passengers. I resolved conflicts between my team members when needed. I promoted employee participation, innovation, and teamwork on my team. I continually promoted EEOC and human relations policies and procedures with my team. I was a Mentor who instructed new employees in the on-the-job training. I was certified for all stations in the passenger screening process. I executed surveillance and inspection requirements as directed in agency standard operating procedures, policies, and local airport procedures.

Transportation Security Administration Dates Employed: 8/2002- 09/2007

Indianapolis International Airport Grade Level: SV-1802-F/06

5420 W. Southern Ave. Supervisor: Lisa Phinney, 317-***-****

Suite 203 Hours per Week: 40+102

Indianapolis, IN 46241

Lead Transportation Security Officer

I interpreted and implemented TSA policies, processes, and procedures. I coordinated the work and performance of a diverse team. I supply guidance, direction, and support for my team of Transportation Security Screeners. I was a Lead for a security screening lane, entire concourse, and the acting Supervisor Transportation Screener when needed. I checked the performance of my team personnel to ensure TSA standards of conduct and supported performance, supplied consistency of applications for TSA policies, processes, and procedures for the aviation security screening process. I communicated to the public (passengers) the mission, vision, and values of TSA. I resolved conflicts with passengers when passengers did not understand or want to follow the aviation security screening process. I resolved conflicts between my team members and passengers. I resolved conflicts between my team members when needed. I checked employee training to ensure all required training was completed. I conducted or aided in the morning briefings. I promoted employee participation, innovation, and teamwork on my team. Continually promoted EEOC and human relations policies and procedures with my team. I was also a member of the Safety Action Team. I have recorded the minutes for the Lead Screener meetings and the Safety Action Team and ensured the minutes distributed to team members. I am a Mentor who instructed new employees in the on-the-job training. I have been certified on the Threat Image Protection Ready X-ray (TRX) and Explosives Trace Detector (ETD) equipment. I have been certified for all stations in the passenger screening process. I also aided in the facility planning for the new checkpoint layouts for the new Indianapolis Midfield Terminal.

Specialty Tool, Inc. Dates Employed: 5/2000-12/2001.

5575 Elmwood Ave, Suite G Supervisor: Todd Gibson, 317-***-****

Indianapolis, IN 46203 Hours per Week: 40

AutoCAD Design/Manufacturing Engineer

I managed subcontract work performing inventory verification upon receipt of material from the customer, tracking of product shipped to vendor, quality inspection of vendor reworked product of customer product, shipment of finished product to customer and generated any CAD drawings needed to support making the tooling for custom applications. The customer products were tracked by customers, vendors, product type, and counted by spreadsheets. Interfaced with vendors to obtain quotes, negotiate orders, and place purchase orders. I performed price analysis using cost benefit trade-off methods to achieve the best quality and price for the company. I created and kept a configuration management system to record, support, and retrieve specialized drawings. Generate drawings for new and existing tooling using AutoCAD 2000.

Viking Air Tools Dates Employed: 02/1999- 03/2000

1400 Hancel Parkway Manager: Jim Wrobleski 317-***-****

Mooresville, IN 46158 Hours per Week: 40+

Manufacturing Engineer

I worked directly for the Plant Manager. I was routinely responsible, in his absence, for executing all manufacturing tasks. I managed the entire production floor. I planned and assigned tasks to the manufacturing supervisor. I translated production requirements from floor personnel for tooling and other manufacturing support material into requirements and transmitted them to suppliers. Interface with suppliers to get pricing on production tooling equipment, machine tools, and other manufacturing support materials. I performed price analysis using the cost benefit tradeoff method to achieve the best quality and price for the company. I generated letters to suppliers and coordinated the buying of production tooling, machine maintenance materials, and miscellaneous worker consumable items. I managed hazardous materials disposal. I ensured records of production control gauges calibrated to support quality of production produced. I created MS Excel spreadsheets to track and project machine tooling requirements and cost projections. I was also a member of the Safety Committee.

Diamond Chain Company Dates Employed: 08/1992-02/1999.

402 Kentucky Avenue Manager: Bob Barton, 317-***-****

Indianapolis, IN 46225 Hours per Week: 40

Machine Tool Design

I created and supported a configuration management system to record, support, and retrieve production drawings including the Bill of Material and Tool Sheets. I managed to standardize tooling to reduce costs and lead time for production. I completed requests for engineering changes and design of tooling using AutoCAD. I had to redesign outdated machine tooling to improve production and reduce machine setup time. I aided salaried and hourly production employees in researching documentation of Bill of Materials and Tool Sheets in order produce copies of existing drawings of machine tools, electrical drawings, and plant layouts.

EDUCATION:

Southport High School

Indianapolis, IN 46227

High School, 1975

Indiana Vocational Technical College

Indianapolis, IN 46204

Machine Tool Operation, 1982

Major: Machine Tool Operation

Indiana University Purdue University of Indianapolis

Indianapolis, IN 46225

A.S., 1999

Major: Mechanical Engineering Technology

Lantech of America, Inc.

Indianapolis, Indiana

I T Certification, 2002

JOB-RELATED SKILLS:

My typing ability is 50wpm. I am experienced using MS Word, Excel, dBase, WordPerfect, and Internet applications software Microsoft Internet Explorer and Netscape Communicator. I am also experienced in AutoCAD releases 12, 13, 14, and 2000 as well as Pro/Engineer 200i and Anvil.

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