Microsoft Windows 10
Yvette Hinton
Baltimore,Maryland
Summary
Organized ESV Specialist eager to leverage strong problem-solving abilities and attention to detail to transition into an entry-level administrative position. Solid foundation in Customer Service, Service Desk Operations, and Quality Assurance. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments.
Overview
24
24
years of professional experience
Work History
EVS Housekeeper
Future Care Adult Nursing Facilities
08.2018 - Current
- Support housekeeping team to ensure high standards of cleanliness, hygiene, and tidiness in all residents' rooms, offices, and all public areas
- Follow schedule of tasks to be completed daily due to residents' needs
- Deep cleaning of bedrooms during downtime and when needed
- Attend staff meetings and training as needed.
- Practice establish infection control methods to reduce risks to patients, families, and medical staff.
- Documented and reported necessary facility and building repairs observed.
- Trained new employees on departmental procedures and provide assistance with cleaning supplies.
- Identified repair needs and major maintenance concerns, and escalated issues to management.
- Checked in and stocked inventory throughout facility.
- Reported damages and hazardous conditions to management for further action.
- Assist, plan, organize, workflow of Environmental Services staff.
Sales Associate/Cashier
Giant Food Inc.
04.2018 - 06.2020
- Meet and greet customers to ensure outstanding service
- Managed efficient cash register operations.
- Performed cash, card, and check transactions to complete customer purchases using IBM Cash Register.
- Answer questions concerning policies, products, and services
- Communicate customer requests to management
- Maintain orderly appearance of cash register and supply stock.
- Managed returns, exchanges and refunds in accordance with store policy.
- Managed efficient cash register operations.
Quality Assurance Professional
CSRA
01.2014 - 01.2016
- Provided weekly assessments of Agile process improvement and agile practices (planning sessions, daily scrums, demos, and retrospectives)
- Performed daily, weekly, and monthly Agile assessment reports on software development teams
- Performed program level process audits to ensure processes and practices are compliant with company policies and procedures
- Provided agile metrics and measurements against deployments, retrospective action items (open/resolve), cycle time, and risk management.
- Documented and executed detailed test plans and test cases and summarized and logged audit findings for reporting purposes.
- Reviewed production processes and identified potential quality issues.
- Reported problems and concerns to management.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Senior Service Desk Support
CSC
03.2001 - 08.2014
- Provide tier 2/3 operational support for 3 program service desks; EDMS, BENEFITS, and STARLIGHT Mainframe under Department of Homeland Security/USCIS which includes 21 systems applications
- Led tier 2 analysts in several functional areas including Incident Management support, Production Control Database, Email Management, and Active Directory support (add and delete) user-id
- Prepared daily Incident and Problem Management reports on quality assurance to improve customer service
- Planned and written documentation which included goals and objectives of service desk procedures, common errors, and work-around solutions from incident and problem issues
- Represented Service Desk staff in quarterly Teleconferences meetings which include all Service Centers and Field Offices for USCIS/DHS
- Created and maintained new hire in Active Directory EDMS system under DHS/OIT AMG
- Identified appropriate levels of information to ensure confidentiality, integrity, and availability of DHS/OIT AMG
- Defined and processed access to employees who had business needs for DHS information and ensured access was removed from those who no longer needed information.
Education
MBA - Business Management
Strayer University
Owings, MD01.2012
Bachelor of Science - Business Administration
Strayer University
Arlington01.2002
Skills
- Microsoft Windows 11
- Microsoft Office Excel
- PowerPoint
- MS Access and Publisher
- MS Office Outlook
- Agile Concepts (SCRUM, Kanban)
- SharePoint
Software
Excel
PowerPoint
SharePoint
Ms Office OutLook
AR Remedy
Risk Management
Interests
Genealogy research
Timeline
EVS Housekeeper
Future Care Adult Nursing Facilities
08.2018 - Current
Sales Associate/Cashier
Giant Food Inc.
04.2018 - 06.2020
Quality Assurance Professional
CSRA
01.2014 - 01.2016
Senior Service Desk Support
CSC
03.2001 - 08.2014
MBA - Business Management
Strayer University
Bachelor of Science - Business Administration
Strayer University
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