Summary
Overview
Work History
Education
Skills
Timeline
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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

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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

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Asya T. Mays