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MaRY james 309 NW 12th Street • Oklahoma city, oklahoma 73001 •
cell: 662-312-9876 • E-mail mary.james@gmail.com
Objective
	To secure an advanced service desk position
Work Experience
Dell                                                  Oklahoma City, OK               March 2011 - Present
Phone Agent - AESD •                      Answer and process calls from account holders •                      Reply to and process tickets for account holders •                      Remote into systems and map drives/.pst files/printers •                      Properly document and record transactions •                      Utilize Active Directory for account diagnostics •                      Diagnose and resolve common computer issues facing military personnel •                      Participate in Communicator chat rooms to answer questions for team •                      Share best practices with coworkers
	Dell                     Oklahoma City, OK            September 2010 – March 2011
	Phone/E-mail Agent - AKO •                      Answer and process calls from account holders •                      Reply to and process e-mail tickets for account holders •                      Follow protocol and procedure for verification and account maintenance •                      Properly document and record transactions •                      Create and Contribute to Knowledge Base articles •                      Mentor for new phone/e-mail agents •                      Participate in Communicator chat rooms to answer questions for team •                      Share best practices with coworkers
	APEX Systems Inc.                   Oklahoma City, OK            April 2010 – September 2010
	Phone Agent •                      Answered and processed calls from account holders •                      Followed protocol and procedure for verification and account maintenance •                      Properly documented and recorded transactions
	Executive Inn/Econo Lodge              Corinth, MS                  July 2003 – January 2010
	Front Desk  Assistant •                      Booked reservations •                      checked guests in and out •                      handled special customer requests •                      answered multi-line phone •                      posted credit cards •                      Performed night audit functions
	First Presbyterian Church               Corinth, MS                          June 2004 – April 2008
	Web Design/PowerPoint Creator ·                     Managed website content using Microsoft FrontPage ·                     Manipulated Publisher documents via Microsoft Publisher ·                     Created/Edited/Re-sized graphics and text for the website ·                     Updated the website weekly ·                     Created and ran PowerPoint presentations for church services ·                     Maintained hardware (projectors, notebook computers, Vivo devices, cables)
	Corinth School District                Corinth, MS                      August 2003 – August 2005
	Substitute Teacher ·                     Carried out tasks left by the teacher in his/her absence. ·                     Monitored students for handbook violations. ·                     Proctored tests.
Training / Skills
	• Strong management and organizational skills • Ability to memorize written technical data • Direct sales using excellent people skills • Use of computers to include operational, technical, and functional • Fluent in French; proficient in German and Spanish • Windows Office • Windows OS (98, ME, XP Home, Vista, Windows 7)
Education
	Mississippi State University Mississippi, MS 39762 Major: Foreign Languages (French) Minor: Management
Related Course Work
	Oral Communications Human Resource Management C Programming Compensation Management Psychology International Marketing French News Writing Visual Basic	Organizational Communication Organizational Behavior Industrial Psychology Collective Bargaining Public Relations Management Communication Theory Small Group Communication Management Information Systems
Certifications
	ITIL V3 Foundations COMPTIA Security + COMPTIA Network +
Additional information
	Secret Clearance

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