Customer Service Training

Beverly Brooks

***** **** **

Clinton, MD *****

Phone: 301-***-****

Cell: 301-***-****

E-Mail: *******@***.***

Career Overview

QUALIFICATIONS:

IT specialist with 10+ years demonstrated success in the area of Computer Security to include new hire, role based and specialized security training. Experienced in network security at the desktop, and Internet levels.

I have a positive, mature, and responsible attitude. I work well with a team or individually. I am also honest, hardworking, dependable and always interested in developing new skills.

I am a retired government professional seeking a challenge.

OBJECTIVE: To obtain an administrative position with a reputable company.

Qualifications

MS Word, WordPerfect, PowerPoint, Microsoft Work

Windows XP/Vista

Information security

Excellent communication skills

Strong analytical skills

Skilled multi-tasker

Accomplishments

Standardized GAO's Security Awareness Training for new hires at headquarters and the field offices by providing the training via DVD and IPTV. Facilitated the Security training program for all GAO staff and contractors and the role-based training for users with specialized security roles and responsibilities.

Team leader with the SecurID token implementation project that changed the way GAO secures its network and authenticates its users. Reduced technical escalations to management by 10% to only 2% per day.

Work Experience

March 1985 to January 2010

US Government Accountability Office Wash. D.C

IT Security Specialist

Managed the New Hire training program at GAO providing training to new hires on GAO's policy for their responsibility of GAO's computers and other resources. Trained new employees and explained protocols clearly and efficiently.

Monitored staff to ensure compliance on the GAO network ensuring that official government business was conducted on the GAO network at all times.

Served as Customer Service Representative for GAO Employee Suggestion program. Displayed courtesy and strong interpersonal skills with all customer interactions.

June 1979 to October 1982

Clerk

Responsible for verifying eligibility and processing benefit payment checks to eligible coal miners via the Black Lung Program. Referred difficult issues to upper management while maintaining positive rapport with customer.

March 1975 to June 1979

Payroll Clerk

Responsible for processing payroll salary checks ensuring accuracy and that state and local taxes, and other designations were processed in a timely manner.

Provided thorough support and problem resolution

for employees.

Education and Training

1971 McKinley Technical High School , D.C.

Diploma

2009 Learning Tree International Reston, VA

Associate of Arts ITIL Certification

Coursework in Information Technology and Project Management

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