Information Technology Specialist

• Jan 2022 - Present

Mainframe Operator

• Oct 2021 - Jan 2022

Customer Technical Support

• Aug 2019 - Oct 2021

Provide client support and technical issue resolution via phone. Build rapport and elicit problem details from non-technical or technical customers. Provide timely, efficient and pleasant follow up to user questions or issues. Document all incidents in incident tracking system. Interact effectively with customers and internal developers. Escalate issues as needed.

Customer Service Representative

• Jul 2017 - Aug 2019

Managing incoming calls and customer service inquiries in a timely manner. Identifying and assessing the callers needs to achieve satisfaction. Manage large amounts of incoming calls. Provide accurate, valid and complete information by using the right methods/tools. Strong phone contact handling skills and active listening. Customer orientation and ability to adapt/respond to different types of characters. Excellent communication and presentation skills. Responds to inquiries from Soldiers, Commanders, Active and Reserve component units, Retirees, Veterans, and family members creating a case log for every call to be able to track all guidance given and for being able to back track and ensure proper guidance was given to the caller.

Military Police

• Apr 2012 - Apr 2017

Provided walking and motorized patrols of installation and property to prevent crime, protect life and property, and to enforce regulations and laws. Provided specialized pedestrian and traffic control services in connection with ceremonies, parades, emergency situations, and similar events. Responded to calls for services and provided first responder services. Proficient in felony traffic stops, search and seizures, interrogations, detainee handling, fingerprinting, and processing. Performed 100% ID checks during heightened security levels at all gates of the military installation. Performed inspections on incoming and outgoing personnel, packages, and vehicles at various gates and checkpoints to detect, detain, or cite those who attempt to steal government property or are in possession of contraband. Supervisor role that ensured the personnel were properly and accurately performing their duties. Managed and accounted for over 20 personnel daily. Accurately reported any incidents that occurred and provided sound guidance to my subordinates.