Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Additional Information
Timeline
Generic

Heather Deich

Panama City Beach,FL

Summary

Hardworking and focused Administrative professional offering excellent communication, planning and prioritization skills demonstrated through 14 years of performance. Exceptional leadership skills with expertise in streamlining workflow to optimize personnel strengths. Delivers proactive support on key administrative and business matters to promote productivity across departments. Recognized for organization and time management skills.

Overview

14
14
years of professional experience
1
1
Certification

Work History

IT Specialist

US Navy
04.2020 - Current
  • Managed hardware and software inventory, ensuring timely updates and replacements as needed.
  • Streamlined technical support process for enhanced user satisfaction and faster issue resolution.
  • Trained employees on new technologies, increasing competency levels across the organization.
  • Provided exceptional customer service by promptly addressing problems reported by endusers.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Walked individuals through basic troubleshooting tasks.
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

IT Help Desk Agent

King Technologies Inc.
01.2019 - 04.2020
  • Improved customer satisfaction by promptly addressing and resolving technical issues.
  • Streamlined help desk processes for increased efficiency and faster response times.
  • Enhanced IT support with comprehensive documentation of common issues and resolutions.
  • Reduced downtime, diagnosing and troubleshooting hardware and software problems.
  • Developed strong working relationships with clients, providing exceptional customer service.
  • Increased first call resolution rates by providing accurate and timely solutions to user inquiries.
  • Maintained detailed records of all help desk interactions, using them to identify trends and recurring issues for further investigation.
  • Provided remote assistance to users, enabling quick resolution of off-site technical issues.
  • Managed ticketing system effectively, prioritizing urgent requests while maintaining overall response time standards.
  • Documented support interactions for future reference.
  • Researched product and issue resolution tactics to address customer concerns.
  • Used ticketing systems to manage and process support actions and requests.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issuesinto digestible language for non-technical users.
  • Diagnosed and troubleshot hardware, software and network issues.


Administrative Officer

Executive Protective Systems
01.2016 - 01.2019
  • Streamlined office processes by implementing efficient administrative systems and procedures.
  • Enhanced overall office productivity through effective staff management and coordination of daily tasks.
  • Reduced expenses by negotiating with vendors for cost-effective supply contracts and services.
  • Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
  • Provided exceptional support to the Department and Division supervisors by managing schedules, coordinating travel plans, and organizing meetings.
  • Contributed to successful projects by providing essential administrative support and resource management.
  • Developed comprehensive training programs for new hires which resulted in faster onboarding and increased efficiency.
  • Managed sensitive data securely by establishing strict access controls and implementing proper storage protocols.
  • Assisted in achieving company objectives through active participation in strategic planning sessions and goal setting initiatives.
  • Coordinated complex logistics for large-scale events or meetings with minimal supervision.
  • Created, prepared, and delivered reports to various departments.
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Updated reports, managed accounts, and generated reports for company database.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Delivered performance reviews, recommending additional training or advancements.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Scheduled office meetings and client appointments for staff teams.
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
  • Processed customer orders accurately and within agreed timeframes to meet service standards.
  • Drafted correspondence and other documents for Commanding Officer and department heads per Navy guidelines and standards.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Proofread and edited documents for accuracy and grammar.
  • Served as Department liaison for finance, IT and marketing departments.

Administrative Assistant

Crane Army Ammunition Activity
02.2015 - 01.2016
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Facilitated collaboration within the team by organizing regular meetings, maintaining meeting minutes, and tracking project progress.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Created and maintained databases to track and record employee time keeping.
  • Drafted white papers and other documents for Commanding officer and department heads.
  • Organized travel orders and itineraries for employees within the Branch.

Organization Defense Travel Administrator

Tristar Engineering
08.2010 - 02.2015
  • Streamlined travel booking processes by implementing an efficient online tool, reducing time spent on administration.
  • Improved cost management for corporate travel by negotiating preferred rates with airlines and hotels.
  • Enhanced employee satisfaction with travel arrangements by conducting regular surveys and addressing concerns promptly.
  • Developed comprehensive travel policies to ensure compliance with company guidelines and industry regulations.
  • Coordinated visa applications for employees traveling internationally, ensuring timely processing and adherence to regulations.
  • Maintained detailed records of all travel expenses, streamlining reimbursement processes for employees.
  • Supported travelers in resolving issues encountered during trips by acting as a liaison between them and service providers or insurers when needed.
  • Collaborated with other departments to ensure all necessary documentation was completed accurately and on time for employees traveling overseas.
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.
  • Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
  • Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.

Education

High School Diploma -

Bedford North Lawrence High School
Bedford, Indiana

No Degree -

Taylor University
Upland, IN

Skills

  • Administrative Support
  • Troubleshooting
  • Service support
  • Customer Service
  • Ticket management
  • Hardware upgrades
  • Business Development
  • Office Administration
  • Help Desk Support
  • Office Management
  • Travel Arrangements
  • Human Resources Support
  • Project Coordination
  • Effective Communication
  • Software Installation
  • IT equipment procurement
  • Personnel Management

Accomplishments

  • Temporarily Promoted to Customer Service Branch Head for a 30 day rotation, December 2023-January 2024, supervising a team of 30 employees.
  • Outstanding Organization Support Annual award recipient.
  • Accepted into Leadership 3 Cohort Development Program For Fiscal Year 2024.
  • Collaborated with team in the development of new IT Procurement purchasing Tool.
  • Completed Tech refresh projects of upgrading IT assets of over 2,300 seats for the Command in 2021 and is currently in the process of Tech Refresh for 2024.

Certification

  • Certified CompTia-Security+March 2019

Additional Information

Awards received:

-On the spot Incentive award for Superb support in the ID office receiving a 90% satisfaction approval for NAVSEA's "First Impression" Survey.

-Commanding Officer and Technical Director Annual Awards for Outstanding Organizational Support Award For 24/7 Technical Support during pandemic, in addition to conducting a Technical Refresh, Senior Leaders recognized the 1042 Technical Refresh process as best practice and should be emulated at other Warfare Centers.

-Honored in the 2022 Spring Coastal Compass for excelling in Technology Refresh at Naval Surface Warfare Center Panama City Division.

-Business Excellence Certificate for excellent customer service.



Proficient in the following:

Defense Travel System (DTS)

Navy Enterprise Resource Planning (ERP)

Information Technology Procurement Requests (ITPR)

Navy Marine CORPS Intranet enterprise Tool (NET)

MS Teams and Office 365

Microsoft Office

Microsoft Excel

Adobe Photoshop

Adobe Creative Cloud




Timeline

IT Specialist

US Navy
04.2020 - Current

IT Help Desk Agent

King Technologies Inc.
01.2019 - 04.2020

Administrative Officer

Executive Protective Systems
01.2016 - 01.2019

Administrative Assistant

Crane Army Ammunition Activity
02.2015 - 01.2016

Organization Defense Travel Administrator

Tristar Engineering
08.2010 - 02.2015

High School Diploma -

Bedford North Lawrence High School

No Degree -

Taylor University

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Heather Deich