Work history
SAIC
July 2004 to January 2008
Service Desk Account Processor II
tags:
multi-tasking
• customer service
• call center
• sarbanes-oxley
• quality assurance
How would you describe your time at SAIC?
Created and maintained access accounts on various SAIC systems. Met Service Levels associated with Service Desk requirements. Duties included responding to request queues; Quality Assurance; handling faxes; and assisting front line agents with account related issues.
-Lead on annual project for Recertification of access on various systems.
-Assigned Special Projects in Accounts Processing.
-Back-up Subject Matter Expert for Sarbanes-Oxley processes/requirements.
-Led team planning, organizing and executing 2007 Customer Service Week celebration.
-Peer Recognition - Employee of the Month, December 2004... 
SAIC
October 2001 to July 2004
Corporate Account Security Specialist/Special Projects
tags:
multi-tasking
• customer service
• quality assurance
How would you describe your time at SAIC?
Created and maintained access accounts on SAP and SETS systems. Met Service Levels associated with Corporate Account Processing.
-Lead Point of Contact and processor for new Stock Programs system implementation. This involved system testing, creating procedures and creating and distributing access accounts for over 1000 requests....
SAIC
April 1998 to October 2001
SAP/Computer Based Training Helpdesk Specialist
tags:
iso
• call center
• multi-tasking
• customer service
How would you describe your time at SAIC?
Provided first level support for internal SAP customers; logging service requests; resolving requests or escalating to next level of support.
-Responsible for account administration for new and existing SAP accounts.
-Primary Point of Contact for new time recording system implementation processing hundreds of access requests and creating procedures.
-Performed monthly checks of processes to ensure ISO standard.
-Computer Based Training Support included first level support for internal customers....
