Diligent professional with 15+ years committed to providing exceptional customer service in records management and help desk support. I am currently seeking an environment where I am an asset growing professionally, bringing my excellent communication skills and the ability to interface with all levels of management.
SUMMARY OF QUALIFICATIONS
Microsoft Office Concepts
Records & Information
Microsoft Windows Concepts
Organizing and Transcribing
★ Developed and implemented new procedures with network systems to re-organize and identify records inaccuracies to save time and overhead
★ Received quarterly promotions for supported collaborations and increased records efficiency
★ Lead Special Projects accomplishing higher data collection input and retrieval searches, increasing volumes by 30 – 60% (from 200 to 260 on average or 300 during peak months)
Federal Contractor: Records Specialist
BarnAllen Technologies, Inc., Rockville, MD Nov. 2018 to Sept . 2021 Site: Federal Trade Commission
Process the documents received by the Records and Information Management Office. • Accurately organize and prepare records for shipment to off-site storage facility sites, including assisting agency staff with packing, preparing the necessary documentation, and updating electronic systems, including SharePoint.
Process internal requests for agency records and requests for information regarding records. • Perform searches for records utilizing various tools provided, i.e., Iron Mountain Connect, Matter Management System, SharePoint, RFO records onsite shelving
Assist with the search, compilation, and delivery of documents requested by internal groups. • Responsible for data entry of Litigation Hold and FOIA search results and responses and document Validation information into SharePoint.
Responsible for maintenance, rotation, and disposal of paper documents after a business practice holding period.
Planned, controlled, directed, organize, trained, and promote consistent and systematic processes concerning records creation, records maintenance, use, and disposition to achieve adequate and proper documentation of the policies and transactions of the Federal Government and effective and economical management of agency operations.
Check out staff members leaving the agency by verifying/identifying any records loaned to the staff member. Coordinate the return of documents, if any.
Help Desk Support Technician
Robust Consulting Group Inc., Upper Marlboro, MD July 2014 to December 2018 • Used troubleshooting skills to diagnose and repair PCs and Laptops.
Completed Incident Tickets and made outbound service calls to resolve customers’ problems and inquiries, including but not limited to tech support and account information. • Diagnosed, troubleshot, and resolved a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing, and rectifying problems.
Configured system networks.
Monitored and reviewed completed Service Tickets for completeness and accuracy. • Performed PC and Mobile Hardware and Software Installations supporting Executives • Conducted On-Boarding or Migration Orientation Sessions for Executives. • Supported Data Retention Practices.
Provided process improvement recommendations.
Created task folders, and uploaded documents into individual electronic official personnel folders.
Tested new operational hardware and software.
Assisted in Training Technical Staff.
Provided Technical input for process improvements.
Administered repairs, upgrades, and completed configuration of PCs and related peripherals. • Prepared new folders for each customer inquiry received by phone, email, and fax and saved them in the database.
Help Desk Support Technician
Peak Technologies, Columbia, MD Jan 2010 to July 2014
Provided IT support to all University staff, including students and faculty. • Password resets to customers within one hour of the time of logging off their tickets (Remedy database).
Created new user accounts and updating existing accounts for students.
Performed software installations and regularly scheduled updates.
Supported with any software installation and upgrades.
Responsible for 24/7 department coverage.
Provided customer service on multiple IT applications and systems in the production, operation, distribution, and maintenance stages.
Researched and resolved issues/inquiries daily.
Routed issues to the proper help desk associate when necessary and followed up on any escalated issues, all within a timely manner.
Communicated thoroughly with client representatives and customers, enabling effective information exchange and efficient process management.
Documented all inquiry activities in the appropriate reporting system.
Responded to inquiries in writing using professional email skills
EDUCATION & CREDENTIALS
Kennedy King College, Chicago, IL
A.S. in Information Systems (conferred May 1994)
Windows XP, Windows Server 2008, Vista, Windows 7 & 8, Apple OS
Dell Workstations, Dell Latitude Laptops, and Printers, Apple
Browsers: Chrome; Safari; Firefox; MS Edge
Android OS, iPhone/iPad iOS, Tablets, Google watch