Asya T. Mays
Washington,DC
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
Work History
IT Tier 2 Technical Support Representative
OCTO
Washington, DC
03.2015 - 06.2021
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Leveraged data-driven monitoring systems to identify and resolve potential issues.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Configured hardware, devices and software to set up work stations for employees.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Operational Cust Serv Rep
Quality Technology, Inc.
Arlington, VA
09.2014 - 02.2015
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
- Used ticketing systems to manage and process support actions and requests.
- Researched product and issue resolution tactics to address customer concerns.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Security Officer
USI Security
Washington, DC
07.2013 - 09.2014
- Oversaw daily monitoring and patrolled buildings, grounds and work sites.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Monitored central alarm systems for fire, intrusion and duress alarms.
- Patrolled and monitored premises in company vehicle, on bicycle and by foot.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Conducted regular patrols of key areas to spot and control security concerns.
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
Security Officer
Watkins Security
Washington, DC
07.2010 - 05.2013
- Oversaw daily monitoring and patrolled buildings, grounds and work sites.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Secured doors in office and main building.
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
- Checked and verified photo identification prior to granting facility access.
- Reported suspicious activities and persons to law enforcement.
Visitor Service Rep
NEWSEUM
Washington, DC
02.2008 - 10.2010
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Met and Greeted visitors, answered questions, assisted visitors with locating exhibits and movie operator.
Bus Driver
Metro Access
Springfield, VA
11.2009 - 02.2010
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
- Performed bus driving duties while keeping student safety in mind to maintain good safety record.
- Transported passengers safely along prescribed routes according to tight schedules.
- Reported vehicle traffic violations, vehicle damage and accidents to management to comply with legal and insurance obligations.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
Administrative Assistant
NCO Financial Systems
Washington, DC
10.2000 - 05.2004
- Executed record filing system to improve document organization and management.
- Edited documents to improve accuracy of language, flow and readability.
Education
IT Certificate - Help Desk Professional
Career Technical Institute
Washington, DC 10.2013 - 06.2019
High School Diploma -
Cardozo Senior High
Washington, DC 09.1996 - 06.1998
Skills
Technical documents comprehension
Customer service expert
TCP/IP
Desktop support
Mac systems
Data recovery
Staff education and training
Technical issues analysis
Application support
Software diagnosis
Training and Development
Timeline
IT Tier 2 Technical Support Representative
OCTO
03.2015 - 06.2021
Operational Cust Serv Rep
Quality Technology, Inc.
09.2014 - 02.2015
IT Certificate - Help Desk Professional
Career Technical Institute
10.2013 - 06.2019
Security Officer
USI Security
07.2013 - 09.2014
Security Officer
Watkins Security
07.2010 - 05.2013
Bus Driver
Metro Access
11.2009 - 02.2010
Visitor Service Rep
NEWSEUM
02.2008 - 10.2010
Administrative Assistant
NCO Financial Systems
10.2000 - 05.2004
High School Diploma -
Cardozo Senior High
09.1996 - 06.1998