Betsy Bushnell
Adams Center,NY
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Realty Specialist
Directorate of Public Works, DOD, Army
04.2022 - Current
- Confer with representatives from the Corps of Engineers and other department representatives involved in the construction process to inspect infrastructure, determine needs, requirements for maintenance and contract planning
- Point of contact for the installation in Real Property affairs pertaining to acquisition and accountability
- Lead on project to correct errors in GFEBS (General Fund Enterprise Business System), an Enterprise Resource Planning Software and accounting database, to preserve and/or increase sustainment dollars for the installation and to ensure accuracy of all facility information
- Review, analyze, and provides information from multiple application and systems for reporting purposes, review as-built drawing to review record accuracy and completion
- Create and maintain all facility records in both GFEBS and hardcopy files, paying attention to details in all databases ensuring the information provided in accurately presented and make any needed changes
- Maintain effective working relationships, both internally and externally, to maintain high levels of customer service, department cohesion, and build strong working relationships
- Develop, maintain and audit real property facilities and infrastructure from pre-construction through completion and acceptance as Real Property
- This includes review of preliminary documents; safety and quality assurance during construction; final inspection at acceptance as Real Property; post-construction inspections and asset reviews
- Collect and analyze data for program evaluations, operational efficiency assessments, and the creation of necessary reports or new documents
- Generate new documents or update older documents to help execute and support the mission and to ensure safety operations in all business aspects
- Communicate between team members and other departments using Microsoft Office 365.
- Reviewed and executed confidential documents, contracts and disclosures.
Senior Mentor Instructor
My Computer Career
11.2017 - 02.2022
- Provided technical guidance in the areas of CompTIA A+, Network+, Linux Essentials and Microsoft Security Fundamentals training using Virtual Box, equipment maintenance and support, including security protocols, software and peripheral installation and troubleshooting for equipment and software issues
- Worked independently/remotely and managed day-to-day administrative functions of the team and students, keeping a log of all activities performed, ongoing projects and customer needs to guarantee completeness
- Spearheaded virtual training initiatives and supervised a team to ensure a comprehensive IT training program
- Provided personal coaching and academic guidance to fellow employees and students
- Taught courses on soft skills and the importance, to students transitioning to the workforce, focusing on effective collaboration and responding to student posts on the Canvas platform
- Led New Student Orientation sessions to introduce the platforms used and answer questions to maintain student/customer success
- Mentor and facilitate students using Quick Assist and Remote Desktop to help resolve technical issues with the provided laptops
- Helped students to install and configure new or modified hardware, software, operating systems, and application software
- Assisted with reviewing the findings on strategic project teams, helping supervisors to identify issues with students and mentors, and how to resolve any concerns in the program materials and procedures
- Recommended actions/changes to policy to achieve improved outcome for students and employees
- Ensured that standard operating procedures and processes were followed and documented, in compliance with company requirements implementing the use of company internal controls
- Respond and document daily activities and all interactions with students and staff in Salesforce
- Lead monthly Mentor meetings to guide other members of out team and answer questions for new Mentors to help them preform at their best at their job duties.
- Provided guidance and recommended coping mechanisms for youth dealing with difficult issues.
- Planned, developed, and implemented strategies to convey information with key decision makers.
- Assisted mentees in setting and achieving educational and career goals to encourage independence.
- Supported classroom activities, tutoring, and reviewing work.
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- Worked with teacher to optimize learning plans based on student test grades and evaluations.
- Facilitated activities in small groups to reinforce concepts taught by class teacher.
- Mentored and tutored individual students needing additional help.
Customer Service Assistant
Direct Auto and Life Insurance
06.2017 - 11.2017
- Presented first point of contact to all clients and potential clients in the office and on the phone providing excellent customer service to ensure a positive experience
- Contributed to the improvement/maintenance of customer engagement and relationships through active listening to customer needs and answering all their questions to their satisfaction and complete understanding
- Met and exceeded company sales goals by ensuring the retention of current customers and through obtaining new business for the local office
- Implemented and applied marketing programs and initiatives to increase local knowledge of the Direct General brand
- Preserved customer accounts by receiving, applying payments, issuing receipts and verifying daily reports of cash transactions
- Resolved and recorded customer payments and interactions, along with policy information and due dates using AS400 program
- Maintained customer referral information, marketing calendar, and Business Unit communications through Salesforce CRM software
- Provided insurance quotes to new clients through the National General Quote program, collecting essential information from prospects and running Motor Vehicle Records for the Licensed Agent on duty to help potential customer understand the policies and to get them the best value.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Managed [Number]+ incoming calls each day with utmost professionalism and knowledgeable service.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Utilized problem-solving skills to address customer queries and complaints.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Technical Support Analyst
Kodak Alaris
10.2016 - 01.2017
- Providing front-line technical support to Kodak end-users on various issues with hardware, software, and peripheral by providing on call support giving step by step directions in a clear and nontechnical terms to help them solve complex issues without the feeling of stress
- Supported clients' technical issues through real time problem analysis and resolution via phone and/or remote access of kiosks and APEX devices with Remote Business Manager & Go TO Assist
- Recorded all interaction and resolutions through ServiceMax ticketing system
- Worked assigned projects, system alerts and scheduled callbacks independently to resolve all issues in a timely fashion for high customer satisfaction
- Applied multi-tasking ability to work or resolving several client's issues simultaneously through Remote Access to maximize time efficiency and customer satisfaction
- Interacted with multiple teams to make sure to provide customers quick and effective solutions
- Monitored server performance using specialized monitoring tools and software
- Completed work and parts orders promptly to mitigate customer location downtime
- Identified basic anomalies or errors in network and/or system services
- Assisted in taking actions to mitigate security risks, including installation of security patches, running anti-virus software and other utilities
- Documented all interactions with customers along with steps taken to resolve issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Monitored systems in operation and quickly troubleshot errors.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Collected and monitored incoming data from sources such as remote sensors, third party vendors, and visual inspection.
Tier II FiOS Support Technician
Mercury Z
08.2016 - 10.2016
- Troubleshoot FiOS (Fiber Optic Service) field technicians network provisioning problems and provided solutions allowing completion of service order ticket and ensure customer satisfaction
- Resolved customer VoIP, Data, and voice problems through the field technician on site via phone and remote access of Frontier proprietary software
- Used resources provided to help solve non-routine issues and come up with ways to help customer quickly and effectively and logged solution used in customer account
- Provided excellent verbal and written communications while summarizing, notating, and researching within the CRM system and ticketing process to ensure a successful resolution was reached
- Responsible for applying security rules to complete tasks and protect IT systems
- Assisted with review of findings on strategic project teams
- Interacted and engaged corporately with multiple operational teams to resolve customer needs, such as the Triad, and VoIP NOC (Network Operations Center)
- Administer information technology (IT) principles, methods, and security products to protect and maintain the availability, integrity, confidentiality, and accountability of information system resources
- Worked within the Secure Global Desktop software to research and identify problems within the ONT and its ports to find resolution for any problems, including removal and rebuilding of the ONT.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
- Managed high levels of call flow and responded to technical support needs.
- Promoted efficiency among departments with prompt resolution of system issues.
Facility Manager
The Local Bar
08.2013 - 11.2015
- Installed, programmed, managed, and updated POS (Point of Sale) system for the business
- Responsible for all staff members, including hiring, training, termination, and scheduling
- Input data into computerized payroll system to ensure payment to employees
- Managed payments for all contract work completed in the building and on the grounds
- Responsible for event planning including all marketing, advertising, cost control and cash management
- Addressed all customer service needs/problems calmly and efficiently
- Contributed to the improvement and management of customer engagement and relationships
- Completed and controlled all alcohol and bar supply orders through the completion inventory reporting, ordering, and intake.
- Supervised staff of [Number] in day-to-day activities.
- Led facility management staff and consultants in producing business plan that focused on facility operations.
- Oversaw all aspects of equipment installation, maintenance, and repair for both internal and external services.
- Tracked and documented operational and financial records to perform analysis of performance and costs.
- Maintained inventory and ordered supplies to keep facility resources readily available.
- Ordered, maintained and distributed supplies and inventory.
- Established and maintained relationships with external vendors for prompt restocking of needed items and supplies.
- Reviewed and oversaw construction and renovation projects.
- Negotiated contracts with vendors to obtain favorable and cost-effective terms and conditions.
- Created and implemented operational policies, processes and procedures to keep facilities running smoothly.
- Prepared reports and schedules with accuracy.
- Maintained facility grounds, equipment, and safety compliance.
Education
Information Technology System Administrator -
My Computer Career
Associate of Arts - Business
Ashford University
2012
Skills
- Problem-Solving
- Effective Communication
- Attention to Detail
- Troubleshooting
- Adaptability
- Teamwork
- Space Planning
- Property Management
- Instruction and Training
- Asset Management
- Client Relationship Building
- Operations Oversight
- Performance Evaluation
Accomplishments
- Achieved recognition in the FY23Q3 HQIIS Newsletter and earning recognition at the HQDA level for my contribution in the reduction of RAVE Errors, by eliminating over 7000 errors in the reporting system for Fort Drum.
- Achieved completion of the Fort Drum FY23 Real Property Inventory Inspections by streamlining operations and completing Inventory within 120 days with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Realty Specialist
Directorate of Public Works, DOD, Army
04.2022 - Current
Senior Mentor Instructor
My Computer Career
11.2017 - 02.2022
Customer Service Assistant
Direct Auto and Life Insurance
06.2017 - 11.2017
Technical Support Analyst
Kodak Alaris
10.2016 - 01.2017
Tier II FiOS Support Technician
Mercury Z
08.2016 - 10.2016
Facility Manager
The Local Bar
08.2013 - 11.2015
Information Technology System Administrator -
My Computer Career
Associate of Arts - Business
Ashford University
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