Serina Craft
Pace,FL
Summary
Highly motivated team player with focus on customer service. Excellent analytical skills. Ability to learn quickly and adapt to new environments. Strong computer background.
Overview
22
22
years of professional experience
Work History
Technical Analyst/Support
Analyst International Corp.
- Network Operation Call Center
- Correct network connectivity for WAN, LAN and Dial Up
- Analysis of Code Red situations and plan to resolve
- Helped in creating an intranet website for support technicians which aided in quick problem resolution.
Technical Support/Trainer/QA
Sykes Corporation
- 1st and 2nd Level Technical Support
- Supported two contracts – Hardware/Software Support for a leading Computer Manufacturer and a leading Internet Provider
- Helped resolve technical issues, billing, username and password
- Mentored, Trained, Call Coaching and Quality Assurance.
Freelance Web Designer
12.2009 - Current
- Developing websites for clientele with Joomla 5.1 and earlier
- Creating/designing graphics in Adobe Photoshop
- Promoting clientele’s website including designing flyers, promotions and other online and print material
- Analyze traffic and promotion for websites
- Resolving and troubleshooting back end issues between extensions, plug in and modules.
Customer Service Representitive/Assistant
Uptown Auto Repair
07.2016 - 08.2022
- Meet and Greet Clients
- Customer Scheduleing
- Answering phone calls, returning phone calls, taking messages
- Data Entry
- Payment Processing
- Explaining details of purchased options.
E911 Specialist / Call Center
Clearwire Corporation
04.2005 - 05.2009
- Compiled and analyzed data for discrepancies, made corrections as necessary
- Worked with Management, Customers and Local County Authorities to establish correct address for Voice Over Internet Protocol
- Weekly meetings with Clearwire Management and Intrado Inc
- To improve 9-1-1 network
- Analyzed, Tested and Corrected VOIP 911 issues with NOC and Intrado
- First 6 months at Clearwire - Technical Support
- Later promoted to the Voice Over Internet Protocol Team
- Promoted within 3 months internally to E911 Specialist.
Communication Dispatcher
Santa Rosa Sheriff’s Office
07.2005 - 09.2005
- Answer 911 calls and enter into CAD system
- Assign complaints to officers and maintain current status of officers
- Process inquiries regarding registration, warrants, jail information, business complaints
- Make inquiries in NCIC/FCIC.
Payroll Processor
Crum Staffing
12.2003 - 02.2004
- Process over 2000 employee’s time and attendance sheets from client
- Review Applications, W-4, Garnishments and I-9
- Print and Review Employee Checks, Print and Review Invoice to Client
- Verify and Change Worker Compensation Codes/Markup Rates
- Work with Worker Compensation in various states.
Accounts/Human Resources/Benefits/Computer Clerk
Shaw Constructors, Inc
09.2002 - 12.2002
- Prepare/Review daily timesheets, input into Horizon System
- Create daily attendance report for Superintendent
- Input weekly timesheets into JD Edwards
- Insurance, Employment Verification, Recruitment, Employee Files, Vacation, Tracking Awards, Drug Screening, Employee Training
- Expense Report coding and assembly
- Petty Cash Reports, Expense Reports – Reimbursable and Non-Reimbursable.
Computer Operator/Support
Baptist Hospital
04.2002 - 09.2002
- Help Desk Support for software/hardware/network
- Track daily operations, Tape backups
- Add data entry input cards for accounting on a weekly basis
- Verify total reports for accounting and payroll totals
- Maintain accurate financial input card information
- Monitor MIS/Unix/Printers.
Education
Cybersecurity
Southern New Hampshire University
NHSkills
- Highly Computer Literate
- Technical Support
- Research Abilities
- Solid Communication Skills
- Staff Training
- Organizational Skills
- User Relation/Training
- Human Resource Benefits
- Team Player
- Data Entry
- Time Management
- Account Payable/Receivable
- Turnaround Strategies
- 10Key/Keyboard 74wpm
- Excel
- Word
- Access
- PowerPoint
- JD Edwards Accounting Software
- Outlook
- Outlook Express
- SAP Accounting Software
- XP
- 2000
- NT
- ME
- 98 and 95
- Real World 32 Payroll
- Internet Explorer/Netscape
- Metro – Payroll Software
- Help Desk Software
- IBM Mainframe/AS 400 (minimal)
- Friendly, Positive Attitude
- Customer Service
- Active Listening
- Problem Resolution
- Verbal Communication
- Excellent Communication
- Multitasking Abilities
- Critical Thinking
References
Available Upon Request – including Multiple Awards
Timeline
Customer Service Representitive/Assistant
Uptown Auto Repair
07.2016 - 08.2022
Freelance Web Designer
12.2009 - Current
Communication Dispatcher
Santa Rosa Sheriff’s Office
07.2005 - 09.2005
E911 Specialist / Call Center
Clearwire Corporation
04.2005 - 05.2009
Payroll Processor
Crum Staffing
12.2003 - 02.2004
Accounts/Human Resources/Benefits/Computer Clerk
Shaw Constructors, Inc
09.2002 - 12.2002
Computer Operator/Support
Baptist Hospital
04.2002 - 09.2002
Technical Analyst/Support
Analyst International Corp.
Technical Support/Trainer/QA
Sykes Corporation
Cybersecurity
Southern New Hampshire University
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