Customer Service Data Entry

BRITTANY C RICHARDSON

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

Montgomery, Alabama 36116

Home: 334-***-**** Cell: 334-***-**** ********************@*****.***

EDUCATION

Amridge University

Montgomery, Alabama

Bachelor of Human Resource

August 2011- Present

Sidney Lanier High School

High School Diploma

CERTIFICATION & SECRET CLEARANCE

Comptia Security plus (2008 Edition)

Active Secret Clearance

PROFESSIONAL PROFILE

Experience in Information Technology, Administration, Data Entry, and Customer Service.

Results-proven management professional with 5 years of customer service experience and proven track record of success in improving data entry. Strong and decisive team/operation member with excellent coherent, team building, and planning abilities. Quick to identify and resolve problems in early stages of development.

PROFESSIONAL EXPERIENCE

Software: Windows 2007, 2010, XP, 2000/NT/Vista, Microsoft Office 97/2000 /2007/XP, Excel, Spreadsheet, PowerPoint, Word, Processor, Publisher 03,07,10, Norton Anti-Virus, McAfee Anti Virus, Remote Desktop, Active Directory, Remote Assistance, Software upgrades, Directory Resource Administrator (DRA), Network Connectivity, UNIX

Hardware: Network Printers, Non-network Printers, Scanners, Drivers, Hardware, Hard Drives, Memory Chips (RAM), Memory Compatibility, Wireless Routers

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CGI,

IT Support Specialist, Troy, Alabama September 2011-Present

IT Support Specialist provides support for low complexity applications. May create and develop

software solutions to application errors reported. Escalates unresolved issues to proper

personnel. Provides end-user support, which may include: providing systems administration

assistance, identifying the need to coordinate stakeholder discussions, identifying the need to

update user documentation or conducting training. Applications Support on a UNIX platform.

Experience on the UNIX platform, ie navigation in Directories, basic commands Unix Shell Scripting.

Performs other duties as assigned by IT management. Contact users, administration, and analyst to identify and research specifications to determine the specific information requirements. Analyzes requirements and data structures.

Selected Accomplishments:

• Receives and handles incidents for support following agreed upon processes and procedures

• Provides information to enable problem resolution and allocates unresolved incidents as appropriate

• Maintains records and advises relevant persons of action taken

• Ensures that Incident Management coordination documentation is available and in an appropriate form for those providing support

• Ensures that inventory of components to be supported is complete and accurate

• Keep track of changes as per agreed upon processes and procedures on a daily basis

• Ensure that changes are rigorously documented in the appropriate ITSM tools

• Collaboration with various groups of change coordinators and support (project and production environment)

• Ensure that the changes comply with approved procedures in place and escalation if required

• Active participation in working sessions on new processes, procedures and standards

• Investigate and provide recommendations when procedures are inappropriate

• Generate and distribute standard and adhoc reports

• Follow-up on the closure of completed changes and incidents

Enterprise Service Desk, Maxwell-Gunter Air Force Base

Tier 1 Technician, Montgomery, Alabama October 2010-September 2011

Providing helpdesk network support to all personnel at CONUS and OCONUS United States Air Force bases. Seeks to improve the delivery and consistency of Information Technology services for the United States Air Force, while gaining efficiencies, through the consolidation of Network Computer Center helpdesk operations and leveraging the latest in technological advances. Assisting with troubleshooting hardware, software, and network connectivity issues. Understanding network topologies. Experiences with Windows Server 2003, XP, OS X, and MS Officer XP/03/07/08, Vista.

Selected Accomplishments:

• Create accounts in Directory and Resource Administrator (DRA)

• Remote into workstations to install and update hardware and software for all workstations while creating a standard image utilizing imaging software

• Provide prompt and courteous customer service

• Provide hardware and software applications upgrades and enhancements to end-user workstations and laptops, configure user profiles and permissions

• Experience with Remedy trouble ticketing

• Provide user orientation on desktop hardware and software

• Experience adding software patches and vendor supplied service packs

• Install/ troubleshoot VPN service problems

• Maintaining passwords, data integrity and file system security for the environments

Loan Consolidation (Hewlett Packard)

Data Entry, Montgomery, Alabama November 2008-September 2010

Providing assistance to the loan consolidation department with inputting data into the system for student loans. Assisting students and previous students with consolidating their student loans payments.

FedTraveler.com (Hewlett Packard)

Technical Solutions Rep II, Montgomery, Alabama December 2007-October 2010

Providing assistance to Government agencies concerning Fedtraveler.com. Assist users with creating/ completing travel authorizations expense reports. Responsible for providing accurate information and documenting each incident handled. Perform troubleshooting and problem resolution to users. If needed escalate the incident to the appropriate level for support. Conduct follow-up calls with users when the incident has been resolved.

Selected Accomplishments:

• Assist Travel Management Centers with booking reservations for government employees

• Reset users password

• Trained users on how to navigate through the website

• Use RightNow to create tickets to track user issue

• Update and install hardware and software on PCs

Glovis America

Shuttle Driver, Montgomery, Alabama September 2006-March 2007

Process vehicles from the Hyundai plant. Inspect vehicles once they have been built. Load vehicles onto the train and trucks to be sent to dealerships.

United States Postal Service

Casual, Montgomery, Alabama February 2006-April 2006

Performing all mailroom duties on incoming and outgoing mail from the mailroom. Route mail to its appropriate destination. Maintaining all logos and reports to ensure accurate mail delivery.

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