Experience

A P Ventures, LLC (APV)

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Level II Help Desk Specialist

  • Aug 2021 - Present

  Analyze evidence of change requests and process client record management tickets • applications accordingly while adhering to the Service Level Agreements(SLAs). • Research tickets and correction requests through submission requests for information from • users. Examples of documents to be reviewed include USCIS documents, CBP records, Visas, foreign • passports, SEVIS records, school transcripts, and letter of support from users. • Work closely with stakeholders responding to questions or issues associated with SEVP students; and provide insight on procedures associated with F, M, and J visa holders (international students holding a visa).. • Log each interaction with users in ticketing systems as well as document the decision and course of • action for multidepartment use. • Responsible for completing record actions in SEVIS to approve or deny changes to visitor’s records. • Assess various request and provide detail information to stakeholders, always treating them with respect and following strict office procedures and Federal Regulations. Responding to a high volume of ticket request daily. Show less



Cambridge International Systems, Inc.

• United States
• Technology, Information and Internet
• 100 - 200 Employee

• Level II Helpdesk Analyst

  • Jul 2019 - Aug 2021

  • Analyze evidence of change requests and process client record management tickets and applications accordingly while adhering to the Service Level Agreements(SLAs). • Research tickets and correction requests through submission requests for information from users. Examples of documents to be reviewed include USCIS documents, CBP records, Visas, foreign passports, SEVIS records, school transcripts, and letter of support from users. • Work closely with stakeholders responding to questions or issues associated with SEVP students; and provide insight on procedures associated with F, M, and J visa holders (international students holding a visa).. • Log each interaction with users in ticketing systems as well as document the decision and course of action for multidepartment use. Show less



Insight Technology Solutions

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Customer Service Representative

  • Jan 2018 - Jul 2019

  • Receive inbound calls from foreign students, exchange visitors, CBP Officers, School Officials, and general public with inquiries and guidance about the SEVP ( Student and Exchange Visitor Program). • Assist clients with technical issues and provided guidance to issue that the clients were able to use SEVIS and SEVP Portal Account. • Log each interaction with users in ticketing systems as well as document the decision and course of action for multidepartment use. • Receive inbound calls from foreign students, exchange visitors, CBP Officers, School Officials, and general public with inquiries and guidance about the SEVP ( Student and Exchange Visitor Program). • Assist clients with technical issues and provided guidance to issue that the clients were able to use SEVIS and SEVP Portal Account. • Log each interaction with users in ticketing systems as well as document the decision and course of action for multidepartment use.



ICS Nett, Inc. (ICS)

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Customer Service Representative

  • Nov 2015 - Jan 2018

  • Receive inbound calls from current WMATA customers regarding SmarTrip®, Charm Card, etc. • Answer questions about the product details, resolve customer issues, and follow-up if necessary through phone or email. • Assist customers with any technical issues experienced with website and escalate any issues to management appropriately. • Perform basic account maintenance activities. Including processing mail and FAE's for refunds • Meet Quality Assurance Requirements and other key performance metrics Show less



MV Transportation

• United States
• Ground Passenger Transportation
• 700 & Above Employee

• Call Center Representative

  • May 2007 - Jul 2014

  • Actively listened to callers to determine purpose of the call and routed calls in a systematic and organized manner following departmental guidelines • Entered client data into Trapeze and Microsoft Access databases, updated contact information, and recorded customer notes allowing staff to capture the usage and resolution of calls • Updated scheduling manifest daily, maintained electronic records, and created Metro Access client reports using Microsoft Word and Excel • Trained newly hired Metro Access employees on company policies and internal procedures • Proactively participated in ongoing training in all aspects of the Customer Service Show less