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Cell: PHONE NUMBER AVAILABLEEMAIL AVAILABLEObjectiveTo secure a challenging position as a Police Data Entry Clerk that utilizes my knowledge and experience in the field of Customer Service and REDSS.QualificationsArticulate, personable, energetic troubleshooter with more than a decade ofexperience providing customer service and technical support to internal andexternal clients.Act as first point of contact for all county employees, state agencies,clients,and vendors to provide resolution and troubleshooting for all technical problems.Provide exceptional customer service and technical support, escalating issues as needed.Prepare work order and maintain log of all Help Desk requests.CRIS/REDSS application supportTechnical Support Desk experience Internal and External clients.Strong collaborative skills, Problem resolution skills, Troubleshooting, Problem Analysis & ResolutionReset password in Active Directory for county employees, Reset passwords in MyHr county payroll system, Reset passwords in Outlook email for county employees.Toshiba printer setup and troubleshooting.Support SkillsSkills Experience Total Years Last UsedHelpdesk Support Advanced 6 TodayTrackIt! Problem Tracking System Advanced 3 TodayProblem Resolution / Escalation Advanced 6 TodayMicrosoft Office (Word, Excel) Intermediate 15 TodayWell-developed Communication Skills Advanced 6 TodayWork HistoryCuyahoga County Cleveland, OhioREDSS Support (TWL)December 2013 to PresentProvided Application Support for the REDSS Network, Reset passwords for REDSS, SAP, HR, Escalate problems to Developers or Engineers as appropriate, Communicate problems and resolutions to team members, document problems and resolutions in Ticketing software (TrackIt!)Communications Help Desk RepresentativeOctober 2011  December 2013Responsible for answering the County information line and directing callers to the appropriate department or resource, prepared County phone bills for payment processing.CRIS Support Technician(Now REDDS)March 2008  October 2011Provided application support for the CRIS network, reset password, escalated problems to Developers or Engineers as appropriate, documented problems and resolutions for sharing with team members.Computer Operator TraineeSeptember 2004  March 2008Responsible for Mainframe Operations, scheduling jobs, printing reports, Unit Record work including trimming, bursting, sealing checks, reports and packing them for shipment to the appropriate agency.Help Desk RepresentativeJanuary 2002  September 2004Provided Phone Support, problem resolution / escalation as needed for the CRIS network and for Agencies of the County.CertificationsLEADS Certified May 2014