Shandelyn Reese
Virginia Beach,VA
Summary
Information Specialist experienced in managing data for employers and clients and distributing information across organization. Analyzes data, supports security, organizes and classifies, maintains records and contributes to team efforts. Expertise in information technology, technical understanding, documentation, reporting, customer service and process improvement.
Overview
13
13
years of professional experience
Work History
Information Technology Specialist
U.S. Army Reserve Command
11.2022 - Current
- Used ticketing systems to manage and process support actions and requests.
- Set up network profiles, security permissions and file sharing systems.
- Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as [Software] and [Software].
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Protective Services Officer
Constellis
Herndon, VA
10.2020 - 12.2022
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Responded quickly to emergency situations to assess and deflect issues.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Checked and verified photo identification prior to granting facility access.
- Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Internment Resettlement Specialist
U.S. Army Reserve Command
06.2016 - 11.2022
- Upheld code of conduct and maintained professionalism in stressful situations.
- Coordinated with unit leadership and direct superiors for taskings and managed subordinates to execute.
- Trained in conflict resolution among subordinates, equals and superiors.
- Maintained required level of proficiency in use of firearms.
- Prepared and submitted personnel, ordnance and operational reports.
- Operated surveillance radar, communication systems and identification equipment.
- Maintained awareness of subordinates' personal problems and shortcomings, supporting personal and professional growth.
Protective Services Officer
Bering Straits Native Corporation
Anchorage, AK
07.2017 - 07.2021
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Responded quickly to emergency situations to assess and deflect issues.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Checked and verified photo identification prior to granting facility access.
- Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Customer Service Representative
West Corporation
10.2010 - 12.2011
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Bachelor of Science - Data Networking And Security
Liberty University
Lynchburg, VA08.2025
High School Diploma -
Pine Forest High School
Pensacola, FL05.2009
Skills
- Speaking
- Network Infrastructure Updates
- Project Coordination
- ASPNET
- CompTIA Security Certification
- Hardware Evaluation
- Customer Support Needs Assessment
- Performance Monitor
Secret Clearance
DOD
Timeline
Information Technology Specialist
U.S. Army Reserve Command
11.2022 - Current
Protective Services Officer
Constellis
10.2020 - 12.2022
Protective Services Officer
Bering Straits Native Corporation
07.2017 - 07.2021
Internment Resettlement Specialist
U.S. Army Reserve Command
06.2016 - 11.2022
Customer Service Representative
West Corporation
10.2010 - 12.2011
Bachelor of Science - Data Networking And Security
Liberty University
High School Diploma -
Pine Forest High School
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