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Customer Service Representative Best Resume Format in Word Free Download

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Sara Lostetter
17 Bonita Drive
Newport News, VA 309
(757) 508-9876 (C)
saralostetterj@gmail.com

HIGHLIGHTS OF QUALIFICATIONS

  • Over 22 years of experience in troubleshooting and repairing electrical, electronic, and RF systems (RADAR), including pneumatic, electromechanical, hydraulic systems and cooling and drying equipment
  • Over 2 years of experience in troubleshooting and repairing computer information systems, to include hardware installation, software installation, LAN networks and Wi-Fi networks
  • Adept at providing technical equipment support and developing new processes through ongoing maintenance, defect resolution, and enhancement solutions
  • Combine excellent technical, analytical, and engineering qualifications with outstanding customer service skills

Customer Service, Support and Communication
Technical Documentation
Training and Team Leadership
Maintenance Scheduling and Management
Blueprints and Schematics
Systems Design and Installation
Problem Identification and Resolution
Quality Assurance Programs
Inspection and Maintenance
Interpersonal Communications

 

SECURITY CLEARANCE

Secret. Investigation closed 08/09/05 Eligibility 12/27/05  Renewed 03/07  Current Status  Inactive

 

COMPUTER SKILLS

Hardware:  Installed memory, drives, power supplies, PCI cards and various peripherals.
O/S:  Windows 2000/NT/XP/Vista/Windows 7 Workstation and DOS/Windows Server 2003 Standard, Active Directory, VMware, Fedora
Help Desk Software: Clarify, Remedy
Remote Desktop Software: Dameware Mini Remote Control, Logmein, Webex, TeamViewer
Software:  Microsoft Office, OpenOffice, Word Perfect, CISCO Packet Tracer, SAP
Knowledge of various software for virus and spyware detection and removal.

TECHNICAL CERTIFICATIONS

Certified to DOD 8570 IAT Level 2 and IAM Level 1

 

PROFESSIONAL EXPERIENCE

Cegedim Relationship Management, Chesapeake, VA                                                                                                Jun 2011 - Present
Level 1 Customer Service Representative
●      Answered over 2000 incoming calls and requests to troubleshoot, solve problems and provide resolution to supported users
●      Conducted follow through with users whose issues are not closed on initial contact, included additional communication to the user or other supported areas within the team.
●      Performed Administrative Support functions such as: Documented all case information and updates, identify and document troubleshooting techniques.
●      Assisted in QC/distribution of client databases or software when needed.
●      Provide training to users on software and or hardware related to their equipment
●      Maintained  a monthly witness average score above 95 percent..

Aerotek, Chesapeake, VA                                                                                                                                           Jun 2010 – Jun 2011
Level 1 Customer Service Representative
●      Answered over 5000 incoming calls and requests to troubleshoot, solve problems and provide resolution to supported users
●      Conducted follow through with users whose issues are not closed on initial contact, included additional communication to the user or other supported areas within the team.
●      Performed Administrative Support functions such as: Documented all case information and updates, identify and document troubleshooting techniques.
●      Assisted in QC/distribution of client databases or software when needed.
●      Maintained  a monthly witness average score above 93 percent..
Sara Lostetter
saralostetter@gmail.com
- Page 2 -
ECPI University, Newport News, VA                                                                                                                       Aug 2009 – Oct 2011
Full-Time Student
Completed a Bachelor’s degree in Computer and Information Science with concentration in Network Security

General Dynamics Armament and Technical Product, Fallujah, Iraq                                                                            Feb 2007 – April 2008

Field Service Representative/Senior Field Service Representative

  • Conducted over 800 installations, de-installations, troubleshooting, fault isolation, and maintenance on Electronic Countermeasure (ECM) equipment
  • Experienced in evaluating and supervising repairs and installations
  • Installed and maintained COMSEC waveforms
  • Trained over 1000 Navy, Marines and Army Personnel on ECM theory and equipment operation

HG Farley Laserlab USA, Rockford, IL                                                                                                                                  Aug 2006 - Feb 2007

Field Service Engineer

  • On Site Project Supervisor.
  • Successfully completed 3 major installations.
  • Preformed implementation, servicing and training of drilling, laser, plasma, and oxy-fuel cutting systems.

Intel Corporation, Hillsboro, OR                                                                                                                                                 Jan 2006 - Jul 2006

Manufacturing Technician

  • Operating, and maintaining specialized processing equipment in a clean room environment and maintain high-volume output without compromising safety or quality

MILITARY EXPERIENCE

United States Navy, Various Locations                                                                                                                              Mar 1986 – Mar 2006

 Leading Supervisor, Norfolk, VA (Apr 2003 - Apr 2006)

  • Managed, motivated and developed a team of 11 personnel in various technical specialties
  • Maintained and issued of over 2,800 portable electrical/pneumatic tools valued at over $780k
  • Expertly established, implemented and maintained hard copy record-keeping system of portable electrical and pneumatic tools virtually eliminating misplaced tools, inventory inconsistencies and effectively ensuring an up-to date inventory is maintained
  • Driving force in the preparation for the Type Commander Fleet Maintenance Activity assessment resulting in zero discrepancies in Safety, Hazardous Materials, Calibration, and Material Management

Leading Supervisor, Yorktown, VA ( July 2002 - Apr 2003)

  • Recognized by senior leadership for superior management skills and improved quality-of-life and morale for many personnel and their families in the Naval Weapons Station Yorktown Community.  Skillfully coordinated the work of the Chapel staff, volunteers, housing residents, and station personnel in assisting   more than 400 people weekly who utilized the Chapel facilities.  In addition, organizational skills and meticulous “Attention-To-Detail” were instrumental in upgrading the appearance and effectiveness of Chapel facilities

Leading System Technician, Norfolk, VA (Feb 2001 - Jul 2002)

  • Superior technical knowledge of operational and procedural skills, directly resulting in the successful completion of maintenance, testing and operation of three MK 15 Close-in Weapon Systems (CIWS/Phalanx), to include multi exercises, testing with a eventual graded score of 100% from the Enterprise Battle Group (ENTBATGRU) Staff

Leading System Technician, Norfolk, VA (Jun 1999 - Feb 2001)

  • Coordinated several equipment changes and installations on multiple CIWS systems resulted in no equipment failures during the ships deployment

 
 
 
Sara Lostetter
- Page 3 –

 

Leading System Technician, Yokosuka, Japan (Sep 1995 - Jun 1999)

  • Led 22 personnel from two technical specialties with an exceptional record of gunnery readiness in MK 86 Fire Control System, MK 45 5”/54 Gun mounts, and MK15 CIWS
  • Demonstrated technical expertise and troubleshooting skills far beyond expectation
  • Significantly contributed to Combat Systems Training Team as a trainer in Combat Systems Operational Sequencing System procedures and aggressive trainer for the CSOSS Area Supervisors
  • Devoted over 165 off duty hours troubleshooting and maintaining two CIWS Mounts
  • Recognized by senior leadership for sustained superior performance and leadership were instrumental in the successful CIWS TDU (Target Detection Unit) shoot.  Spent numerous hours preparing both mounts for a combat system readiness review, receiving high praise for the exceptional condition of the systems from the inspectors
  • Technical expertise and troubleshooting foresight guaranteed 100% operational readiness on 2 MK 15 CIWS gun mounts

* Additional history available upon request

EDUCATION/TRAINING

ECPI, College of Technology, Newport News, VA, Oct. 2011
  • Bachelor of Science Degree in Computer Information Systems Concentration in  Network and Security Management
3.75 GPA, Dean’s List, Cum Laude, Phi Theta Kappa
  • Completed  DIACAP Training on Jan 25, 2011

Infotec, Newport News, VA, 2010
●      Certifications completed:  CompTIA  A+  (EYLSWPVBBCFEQFCG) ,
●      CompTIA Security + (GYJTXPXDDPQ42N4J), CompTIA Network+ (CSDZXPHDJK11269E),

Community College of Allegheny County, Pittsburgh, PA, Dec 1994
  • Associate of Science in Electronic Engineering 3.53 GPA, Dean’s List, Cum Laude

Associated Technical College, Norfolk, VA, 2005
  • Certifications completed: Small Satellite Dish Installer, Telephone/Data Cabling, Wireless Network Technician and FOA Fiber Optics Technician/Specialist

MILITARY TRAINING

  • Basic Electricity/Electronic School, Orlando, FL
  • Fire Controlman “A” School, Great Lakes, IL
  • Close-in Weapons System (Phalanx) “C” School, Dam Neck, VA
  • Close-in Weapons System (Phalanx) Update School, Dam Neck, VA
  • Leadership and Management, Yokosuka, Japan


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