mhereford

MARY ANN HEREFORD

Sterling, VA *****

Home: 804-***-****

email: *************@*****.***

WORK EXPERIENCE

Carmax Super Auto Store

April, 2008 - Present

Title: Customer Assistance Representative

Sterling, VA

Answers multi-line phone system, responds to callers’ needs, direct calls to appropriate extention and operate paging/intercom system when necessary.

Greets and assists customers and respond promptly to any questions or concerns.

Monitor the 'For Kids Only' area as needed, following the prescribe guidelines.

Coordinate with co-workers to maintain coverage at the Information Desk at all times.

Distribute dealer tags plates to Sales Consultants and data entry into Microsoft Excel Windows as required for logging each vehicle from Carmax proprietary.

Research each tags registration is returned and data entry out of Microsoft Excel, before the end of store closing.

Multi-task in a high energy, fast-pace work environment and prioritize daily duties and convey high sense of urgency throughout sales process.

Olive Garden Restaurant

December, 2007- Present

Title: Hostess

Sterling, VA

Welcomes and entertains guests in a warm and friendly manner to provide a positive first impression of service.

Offers the best seats to guests and works with team members in delivering 100% guest delight.

Provides fast, personalized and efficient service by making all guests feel special.

Offers menu suggestions and delivers attractive, great tasting food to ensure 100% guest satisfaction.

Provides each guest with an genuine Italian dining experience.

Allen Corporation of America

August, 2006 - March, 2007

Title: Telecommunications/Project Coordinator

Richmond, VA

Generated installation contract orders for Hotel customers-such as the Marriott Suites, Hilton Garden Inn, Windsor Hotel, Comfort Inn, etc.

Responsible for entering the sale orders in a Microsoft Access Network database and made the file folders for each customer.

Coordinated conference calls between the customer, the sales person and our installation manager to discuss the type of PBX/Switch equipment will be required and the timeframe the customer is expecting for the installation to be completed.

Set-up internal meeting with our engineer department, installation manager and our equipment order department to discuss all aspects for the installation.

Scheduled dates from our dispatch team, on which technician would be available for the customer request.

Ordered telephones and faceplates from a Teledex vendor for the new switch system.

Made all Airline flights and Hotel reservations for our technician's.

Ensure the vendor supply invoices for customer equipment from the order contract price list were correct to prevent billing errors.

Manager - Kenny Baltz 804-***-****

Zero Chaos Agencies

August, 2005 - March, 2006

Contractor Assignment for

(Electronic Data System/Bank of America)

Title: Voice/Data Communications Administrator (Service Delivery)

Richmond, VA

Coordinated orders from customer requests, by setting up new Network Station connections for communication services.

Responded to customer requests for additions, removals, repairs and changes of equipment and circuitry.

Activated, revises or removes software features in accordance with service order instructions.

Tracks and controls voice, data, pager, cellular and video repair and installation activities.

Follow-up with completion of pending service orders with customers, technicians, vendors and business office personnel.

Tracks trouble tickets and interfaces with customers, to ensure proper escalation for resolution during any systems performance outages.

Compared customer equipment inventory with statement of charges.

Identifies problems, determines course of action, and assembles resources required to apply typical solutions.

Recruiter - Raymond Cage 972-***-****

US Sprint Telecommunications / June, 1985 - July, 2003

July, 1999 - July, 2003 Contractor Assignment for (Sprint and

Global One Telecommunications)

Title: Network Administrator

Reston, VA

Generated install and disconnect orders through Network Systems.

Troubleshoot customer circuits through isolation.

Work with external and internal customers on available capacity for future business needs.

Dispatch field technians to customers site to replace any effective equipment or parts.

Assigned new network interface cards and built tables for gateway switch maintenance.

Participated in weekly conference calls on any scheduled customer migrations or cutovers.

Daily excel spreadsheet updates on all installations, disconnects and isolation issues.

Recruiter - Harvey Baumel 202-***-**** / Hareware Solution,Inc (HSI) Agencies

"Sprint continued" (August, 1995 - March, 1999) Network Operation Control Center (NOCC)

Title: Network Operation Specialist/II

Reston and Herndon, VA

Responsible for referring proactive tickets to fix agencies until resolution.

Provided technical troubleshooting for Private Network customers.

Responsible for fault isolation of varies technical protocols, such as Frame Relay, X25 and IP/IPX's.

Detected several platforms that required monitoring and troubleshooting for Cisco Router.

Performed snapshots from a Penril/Codex modem system to determine where the problems were.

Responsible for configuring Private Network customer modems.

Trained new technicians on all procedures.

"Sprint continued" (May, 1991 - August, 1995) GSD-FTS 2000 / Customer Services Call Center

Title: Senior Federal Service Representative

Daily interaction with external and internal customers in troubleshooting network problems.

Answer customer trouble calls and open proactive tickets in an ACD / PBX platform .

Monitoring and mananging isolated customers and chronic open tickets.

Prepared Statistical Reports for all Network Events, which included Fiber Cuts and Optical System Failures.

Trained new Representatives on Network Systems and company procedures.

"Sprint continued" (June, 1985 - May, 1991) Circuit Design/Network Provision Department

Title: Network Provisioner/II

Determine what software protocol to use, in assigning the switch site hardware and fiber path for circuit installation.

Ensure signaling and transmission levels were confirmed.

Verified circuit design was correct, by analyzing the Bell companies Design Layout Reports (DLR).

Serve as the point of contact for the Engineer's, LEC's, IEC's Traffic Planners, Sales and Vendors.

Coordinate delivery dates on transmission-installation facilities with the BOC's and Equipment Vendors.

Provided provisioning design support to Fields Operations and Marketing.

Processed re-grooming of circuits as needed and worked special projects as assigned.

Manager - John Williams 703-***-****

EDUCATION

Northern Virginia Community College

Alexandria, Virginia - September, 1971 - August, 1973

Major: Computer Sciences (Part-Time / 2 years)

Past Top Secret Government Clearance

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