Jacqueline Nelson
Randallstown,MD
Summary
- To obtain a public service position where my experience in customer service, technical support and network administration will contribute to greater office efficiency and productivity.
- Troubleshooting hardware and software problems in a network environment
- Experience troubleshooting and solving problems using technical manuals
- Understanding of advanced security protocols and standards
- Experience with software and security architectures
- Proactively assesses potential items of risk and opportunities of vulnerability in the network
Overview
14
14
years of professional experience
Work History
Admissions Coordinator
Johns Hopkins Hospital
08.2024 - Current
- Provided exceptional customer service during phone and email interactions with prospective students and their families, addressing concerns promptly and professionally.
- Confirmed all insurance benefits met standards of admissions as dictated by policy.
- Assisted in patient admission process based on federal and state laws.
- Collaborated with admissions team to develop and implement strategies to improve admissions process.
Guest Service Representative
Johns Hopkins Hospital
01.2024 - 08.2024
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
Fascinator/Coordinator
Capital One Bank
02.2019 - 12.2019
- Aided cardholders with account questions, billing transactions, financial plans and promotions
- Assisted customers with credit line increases/decrease inquiries, disputes and account education
- Effectively collaborated with clientele in resolving credit card disputes, written or verbal
- Keyed payments directly into customers accounts, adhering to customer and company specifications
- Maintained and exceeded company's established quality, compliance, and customer service standards
- Documented each customer's account accessed with information provided including results of the call
- Performed research and development on internal software that provides beneficial information to inform the clients
- Formulated ideas to create new and updated reports that will help find errors before they become problems
- Assisted fellow team members in training of both client and internal software
- Helped clients to solve issues in an effective and friendly manner
- Answered all incoming calls and requests to the banking center.
Entry Level System Services Rep
International Business Machines
10.2018 - 12.2018
- On-site installation, maintenance and repair of IBM and multi-vendor systems and components, hardware, networking products, software and operating systems
- Primary technical interface to clients for the coordination of hardware and/or software support and delivery of operational services
- Preventive maintenance, configuration, operation and environmental factors which may impact product performance or impair client's IT operation
- Perform services activities such as systems assurance, systems-level problem determination, discontinuance and relocation of IBM and non-IBM systems and products
- Accountable to ensure a high level of client satisfaction with service delivery, technical support and operational services for the client accounts
- IBM technical interface to clients and manage the situation until the problem is fixed
- Available to work in both consumer homes or enterprise environment.
Customer Service Analyst
Oracle
10.2017 - 09.2018
- Implement and manage all part of the client experience within Hospitality Support
- Ensure service related documentation is accurate and kept up-to date at all times
- Ensure quality of practice meets contractual requirements, legal obligations and organizational policy and procedures
- Coordinate and participate in monitoring, review and auditing processes related to support requests and service delivery
- Identify and elevate issues impacting on achievement on service delivery objectives and to continually improve services
- Review Hospitality Support targets/guidelines on service requests impacting achievement on service delivery objectives and to continually improve services
- Devise and implement relevant and meaningful processes to meet client expectations
- Provide an effective on-call response service, as appropriate, supplemented by approriately qualified team members as required
- Produce accurate and timely reports to demonstrate delivery performance to nominate customers and to ensure effective management of performance levels
- Facilitate the review, orchestration and communication of infrastructure changes with the organizations
- Develop strong working relationships and increasing engagement / collaboration with peers
- Ensure support services are aligned with agreed business needs and business expectations are both met and managed
- Contributing to the on boarding, training and mentoring of new team members
- Excels individually while contributing to the team dynamic by providing direction and mentorship of others in addition to sharing any relevant product information or issues with the team
- Through daily support activities, strives for a high degree of customer satisfaction resulting in positive references for the product that we support as well as the Cloud Services that we provide.
HSPD-12 IT Support Analyst
ICF International
03.2016 - 04.2016
- Responsible for inputting applicant data, collecting fingerprints, identity documents, photo identification and resume’s
- Verify the validity of the identity documents submitted in the registration package
- Review results of FBI fingerprint check
- Verifies a background investigation is on file or in progress
- Perform final identity verification checks, including a fingerprint scan and verification of photo identity
- Physically issues credentials to contractors and employees
- Resolve Technical issues within HSPD-12 software.
Customer Support Analyst
Akimeka
06.2013 - 04.2016
- Responsibilities included establishing web access accounts and providing account maintenance for well over 500 federal employees as well 300 congressional members
- Produced and maintained a Microsoft Excel spreadsheet to manipulate data and keep an accurate count of all users created and contacted for statistical purposes
- Responded in a professional and timely manner to email inquiries sent through the online services help link
- Researching guidelines to ensure corrective actions were taken
- Create and report all activities associated with implementation in the CAPRS system
- Mainframe and LAN password resets, printer jams, reimaging of laptops and workstation replacements
- The Division of National Network Services Operations SharePoint site to schedule Win7 and Server 2008 site migrations
- Assist with avoiding accumulating customer calls in the wait queue and commit to first call resolution standards
- Ensured security of stored information only allowing access to relevant persons registered with the GSO website
- Assisted the Batch Systems team on a weekly basis to initiate activities that involved testing automation software
- Discussing the release of web-based applications and reviews any programmatic discrepancies with the automation software
- Also initiated and produced a team project resulting in the first printed Standard Operating Manual for current and newly appointed employees.
Help Desk Specialist
Lockheed Martin
10.2012 - 06.2013
- Create/Track trouble tickets in Remedy ticketing system
- Provide Hardware support for laptops, desktop, printers, scanners, and blackberries
- Software installs request and other software support
- Provide password resets for LAN accounts in Active Directory
- Map Network/Local Printers and Scanners
- Provide VPN and access to Network drives while connected to VPN
- Provide Symantec PCAnywhere remote connection via IP to HHS machine users
- Unlock Customers account in Active Directory
- Remove Force Log off Scripts
- Support Outlook 2007/2010 issues
- Assist with the creation of .pst files, Recovery .pst files, Copy .pst files to USB/CD, and emails in Outlook
- Assist with Delegating Permissions to Resource mailboxes in Outlook
- Process new/current account request
- Provide support for asset review, verification, refresh, and orders for new equipment
- Support Blackberry Enterprise Activations, password resets to access Blackberry and voice mail.
ESSO Single Sign-On Support Analyst
ICF International
04.2011 - 04.2013
- Use email, ticketing, IM, or other administrative tools to address issues
- Perform installation, configuration and support within the Windows environment
- Troubleshoot and analyze hardware and software workstation problems to include a variety of peripherals and associated software for the HSPD-12 enrollment process
- Adjust Windows IE security and Windows registry settings to function with support software
- Addressing issues related to client configuration, system and application software for escalation to senior analyst support and/or software developers
- Performing remote Windows Server administration functions and network connectivity checks, including verify server availability
- Collaborating with team to escalate in-depth application, networking and database support
- Self-motivated and ready to take ownership of, and provide resolution for, end-user issues
- Able to adhere to all policy and security controls to include the Federal Information Processing Standard Publication 201(FIPS-201)
- Providing user support for ESSO Single Sign-On, VPN, McAfee encryption and main frame applications
- Troubleshooting and resolving user issues with ESSO Single Sign-On.
Advanced Solution Representative
Comcast
06.2011 - 10.2012
- Answered general calls and used multiple tools to troubleshoot customers’ web-mail and password problems, as well as home networking issues for phone, internet, and video products
- Assisted customers with all services offered by Comcast
- Provide high quality and efficient technical customer support via phone or e-support solutions
- Provide One Contact resolution to inquiries wherever possible
- Demonstrated courtesy and patience when dealing with customer interactions
- Maintain productivity and quality standards
- Acted as liaison between the customer and other departments and systems
- Assist Call Center in achieving required Call Center goals and industry requirements
- Perform other duties as assigned.
Education
Master of Science - Information Security Management
Strayer University
Bachelors of Science - Information Technology – Information Systems Security
ITT Technical Institute
Owings Mills, MD12.2011
Associate of Science - Information Technology – Computer Network Systems
ITT Technical Institute
Owings Mills, MD09.2009
Skills
- Operating Systems
- Windows NT/Windows 2000-2001 operating systems
- Window 7
- Windows 8
- Software
- Windows NT
- Windows 2000 Professional and Server
- Linux
- UNIX
- Novell Netware 51
- EPECS
- ESSO
- SQL
- Active Directory
- Intercede
- CAPRS
- SMS 2007-2012
- Personal Identity Verification (PIV) of Federal Employees and Contractors
- Single Device Sign
- SAP
- Microsoft Suite
- MS Project
- Provider Order Entry Systems
- Eclipsys
- Adobe Suite
- Mac OS
- Google Certified
- Search Engine coding and optimization
- Website builds and analysis
- Build backlinks and onsite links
- Adobe Acrobat
- Adobe Photoshop
- Open Office Suite
- Cisco Network
- IDS
- Host-based IDS
- Access Control
- ESM
- MySQL
- Administration
- Administration of Windows NT/Windows 2000 operating systems
- Utilize and configure computer software such as Microsoft Windows, Microsoft Word and Microsoft Office including PowerPoint
- Windows Linux Adobe Acrobat, Adobe Photoshop, Microsoft Office, Open Office Suite
Cover Letter
Jacqueline Markena Nelson, 3800 Offutt Road, Randallstown, MD, 21133, 443-780-5734, Jackie20051@yahoo.com, 40k, Dear Sir/Madam:
Please accept this letter as expressed interest in the position with your organization. I am forwarding a resume for your review and consideration, but would also like to draw your attention to several points of reference.
Throughout my career, I have maintained the highest performance standards within a diverse range of administrative functions as well as technical support. I value the dedication to people and quality of services. I know my work experience and skills will make a valuable contribution.
On the personal side, I consider my strengths to be excellent organizational and communication skills, a positive and professional manner, high energy level, exceptional follow-through and attention to detail and commitment to the customer as #1 priority. I am dedicated and enthusiastic about helping your company meet its goals and will provide top quality results with minimal oversight. I am an outstanding performer who takes pride in my work.
I am positioned to exceed your expectations. I would welcome an opportunity to meet with you to discuss my qualifications and my candidacy in further detail.
Thank you very much for your time and consideration.
Sincerely,
Jacqueline Nelson, G&B Solutions Inc., Customer Support Analyst, 06/01/13, 04/12/16, 35,500K, Lockheed Martin, Help Desk Technician III, 10/01/12, 06/01/13, 30,000K, Comcast Corporation, Advance Solution Representative, 05/01/11, 10/01/12, 28,000K, ICF International, 04/20/16, 07/58/17, 47,500K
Security Clearance
Public Trust
Timeline
Admissions Coordinator
Johns Hopkins Hospital
08.2024 - Current
Guest Service Representative
Johns Hopkins Hospital
01.2024 - 08.2024
Fascinator/Coordinator
Capital One Bank
02.2019 - 12.2019
Entry Level System Services Rep
International Business Machines
10.2018 - 12.2018
Customer Service Analyst
Oracle
10.2017 - 09.2018
HSPD-12 IT Support Analyst
ICF International
03.2016 - 04.2016
Customer Support Analyst
Akimeka
06.2013 - 04.2016
Help Desk Specialist
Lockheed Martin
10.2012 - 06.2013
Advanced Solution Representative
Comcast
06.2011 - 10.2012
ESSO Single Sign-On Support Analyst
ICF International
04.2011 - 04.2013
Master of Science - Information Security Management
Strayer University
Bachelors of Science - Information Technology – Information Systems Security
ITT Technical Institute
Associate of Science - Information Technology – Computer Network Systems
ITT Technical Institute