Pass Christian, Mississippi, United States
In June of 2011, I began my career at the Commander, Naval Meteorology and Oceanography Command (CNMOC). Throughout my three years at CNMOC, I performed both administration and graphic design. I received a Performance Award, Letter of Appreciation, and Navy coin from acting Admirals for my graphic design contributions to their Change of Command and/or Retirement Ceremonies. In May of 2015, I received my Bachelor's in Business Administration from the University of Southern Mississippi in Long Beach, MS. Shortly after, I started at the United States Citizenship and Immigration Services (USCIS) Service Desk and gained a vast knowledge of technical support and customer service. In under two years at the USCIS Service Desk, I had the opportunity to advance to two different departments: Account Management and Knowledge Management. In 2016, I obtained my Information Technology Infrastructure Library (ITIL) certification. In November of 2020, I began working as a government contractor for Lynne Carbone & Associates, Inc. My first contract was for the National Oceanic and Atmospheric Administration (NOAA) National Data Buoy Center (NDBC) performing procurement. In November of 2021, I began a new contract with NOAAs Office of Marine and Aviation Operations in Gulfport, MS as their Uncrewed System's Business Administration & Communication Specialist. I perform a variety of work, including: budget, finance, graphic design, facility management, IT support, and any other administrative and communication duties.
Creating new Knowledge Articles when USCIS deploys new software or applications. Editing existing Knowledge Articles when new features arise or changes need to be made. Retiring Knowledge Articles when they are no longer needed or decommissioned. Responding to customer requests via telephone and email and effectively answered questions and inquiries. Implemented ServiceNow based testing features to use on final product. Creating and editing Self-Help articles for customer's to utilize on their own. Creating step-by-step Self-Help troubleshooting videos to include in Knowledge Articles.
Grading the Tier 1.0 and Tier 2.0 Service Desk Agent's tickets monthly and providing feedback. Ticket grading consists of 11 questions and 20 tickets per agent monthly (45 agents total). Running reports on the agent's monthly QA scores and sending them to the supervisor. Coordinating follow-up meetings with new Service Desk Agents to review their ticket quality and provide feedback.
Creating DHS employee's network IDs and email address for new hires nationwide. Editing DHS employee's accounts when they transfer to a new USCIS location or if they moved from a contractor to a federal position. Removing DHS employee's accounts when they have resigned or been terminated. Managing the AMB queue by assigning tickets to the appropriate assignment group and distributing the internal tickets among the AMB technicians. Assisting the Service Desk agents with issues regarding end user's various accounts. Troubleshoot and resolve issues with end user's various accounts. Granting access to various applications for end users. Responding to emails addressing customer inquiries, solving problems, and providing information.
Providing quality technical support to DHS, ICE, and CBP employees. Answer phones to provide first line of customer support, addressing basic customer issues such as general inquiries, non-technical questions, password recovery, website navigation assistance, basic procedural “how-to” questions. Record/categorize/prioritize/escalate service desk tickets based on SLAs, SLOs, and SOPs. Act as the single Point of Contact for individual customers to report difficulties with IT services and a focal point for all stakeholders. Take responsibility for the control of incidents from initial logging through closure. Restore normal service as quickly as possible and thereby maximize service availability. Identify root causes of incidents via a problem management process to prevent re-occurrence. Escalate unresolvable issues to Tier-1.5 or Tier-2 support. Assigned a special task of managing the Service Desk's queue.
Used consultative sales approach to understand customer needs and recommend relevant offerings. Applied excellent communication skills and ability to establish rapport to close sales and meet targets. Maintained organized, presentable merchandise to drive continuous sales. Cash register experience Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral. Skillfully prepared merchandise for distribution and placement across sales floor.