Sandy Munda
Round Rock,TX
Summary
Accomplished professional with a proven track record at US Army, enhancing communication capabilities and operational readiness through expert management of satellite communications and information security. Skilled in hardware installation and teamwork, I significantly improved customer satisfaction and streamlined processes, demonstrating exceptional problem-solving abilities and collaboration skills.
Overview
16
16
years of professional experience
Work History
Signal Support Specialist (25U)
US Army
02.2019 - 08.2024
- Enabled effective communication among command staff by setting up, configuring, and maintaining tactical satellite systems.
- Enhanced communication capabilities by installing and maintaining signal support systems and networks.
- Assisted in the development of signal operations plans that streamlined communication processes during critical missions.
- Improved operational readiness by providing technical assistance and training for local area networks.
- Safeguarded sensitive information through diligent COMSEC account management, ensuring proper handling of classified materials and encryption devices.
- Trained users to connect to and utilize Local Area Networks (LANs) and Wide Area Networks (WANs).
- Installed new wiring and networking hardware in existing facilities and within new construction.
Escalations Manager
Computer Generated Solutions Inc.
09.2014 - 10.2018
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Created detailed reports on escalated cases to identify trends and areas for improvement.
- Collaborated with our training and onboarding teams to develop strategies for reducing escalations and improving overall support quality.
- Established templates to address recurring issues identified through trend analysis, leading to significant improvements in long-term customer satisfaction levels.
Technical Support Representative
Sutherland Global Services
01.2009 - 12.2013
- Provided remote assistance customers using BlackBerry devices (RIM) who experienced technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Education
Associate of Applied Science - Information Technology
American Public University System
Charles Town, WV09.2024
Skills
- Power Distribution Systems
- Satellite Communications
- Hardware Installation
- Software configuration
- Information Security
- Software Installation
- Teamwork and Collaboration
- Problem-Solving
Languages
French
Native or Bilingual
Timeline
Signal Support Specialist (25U)
US Army
02.2019 - 08.2024
Escalations Manager
Computer Generated Solutions Inc.
09.2014 - 10.2018
Technical Support Representative
Sutherland Global Services
01.2009 - 12.2013
Associate of Applied Science - Information Technology
American Public University System
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