1. Braheem D. Larke
9263 Hawkeye Dr.
JACKSONVILLE, FL 32221
Mobile: 215-873-7563
Email: Blarke215@gmail.com or Braheem.larke@fisglobal.com
Professional Summary
 CreatedandCompletedticketsinService Now andRemedyticketingsystems.
 UtilizedNMCIEDS webtoolstosubmitNMCI requests.
 Technical andnon-technical customerservice.
 ProficientinvariousMicrosoftOffice applicationsandtroubleshootingof these applications.
 Create,manage,modify,andmaintainrequests.
 Multi-taskenvironmentusingvarietyof MicrosoftOffice toolsandprogramstoassistcustomer
concerns.
 Initial problem resolutionanddeterminationof call effectiveness.
 SetpermissionsandadminrightsviaCADI
 Createdsecurityandemail distributiongroups.
Technical Skills
WindowsXP,Windows7,Windows8,Windows8.1, MicrosoftOffice 2007, 2010, 2013, Microsoft
Outlook,Remedy,ServiceNow,Salesforce,InternetExplorer,Google Chrome,ActiveDirectory,CADI
Certifications
Security+
Professional Experience
FIS
04/2013-Present Jacksonville, FL
 Inboundcall centerdutiesforFedEx account.
 Utilize technical andcustomerserviceskillstoprovide one call resolutionforFedEx salesreps.
 TroubleshootingDell laptops,Samsunggalaxyphones,blackberryphones,andHPprintersand
scanners.
 Utilizing,Bomgarremote tool to,remote intouserlaptopsandcomputerstofix various
software issues.
 Talkingusersthroughfixing andtroubleshootinghardware issues.

2.  Trainingnewhiresonthe teamand travelingfortrainingcurrentemployees.
 Workingwith andescalatingticketstoTier2 technicians.
ING Direct
11/2012- 04/2013 Jacksonville, FL
 Inboundcall centerduties
 Utilize Customerservice skillstoassist401(K) participants
 Processloans,withdrawals,fundtransfers,aswell asaccountupdates.
 Servicingover50 401(K) plans
 Highpace call centerenvironment
 Attentiontodetail,researchingplanrulesandregulationsto provide the mostaccurate
information.
SteinMart/TEKsystems
08/2012-10/2012 Jacksonville, FL
 Utilize technical andcustomerserviceskillstotroubleshootissuesatSteinMartretail chains.
 Usingsoftware to remote intocashregisters,handheld scanners,printers,anddesktopPC’sto
fix issues.
 SupportingSteinMartcustomerswithquestionsaboutSteinMartwebsite,gettingbalancesfor
giftcards and walkingthe customerthroughthe websitetohelpthemfindinformation.
CTI Resource Management
09/2007- 07/2012 Jacksonville, FL
File Share Manager (2009-2012)
 Utilizedcreative methodstosetupand structure networkshare drivesandsetpermissionsto
the drivesforcustomersandcontractors at Naval sites
 Setpermissionsandadminrights viaCADI
 Createdsecurityandemail distributiongroups
Technical Support Specialist(2007-2009)
NavyMarine Corps Intranet(NMCI) ContactTechnical Representative;responsible forprovidingfast,
friendlyandefficienttechnical supportservicestocustomersthroughoutCommanderNaval
InstallationsCommand(CNIC)byperformingthe variousdutiessuchas:

3.  Providingbackupinitialpointof contactto NMCIcustomersfor Move,Add,Change (MAC)
requests.
 Individual projectmanagerfordepartmentaltasks
 Providinginitial pointof contactto NMCI customersforNetworkEnterprise Tool (NET) andnew
service requests.
 CreatedandCompletedTicketsthroughthe RemedyTicketingSystem.
 Provide all service andfollow-upthroughoutprojectlifecycle.
 Responsible fordailyupdate of CNICHQinternal webpage.
 Utilize NMCIEDS webtoolsto submitNMCIrequests.
 Communicate withNMCIEDSduringwork lifecycle.
 Communicate withlocal ACTR’s,CTR’s,ITPOC’s,andSME’s.
 Coordinate the activationof convergeddeviceswithCNIC POC.
 NET and MAC statustracking andaudits.
 ProficiencyinvariousMicrosoftOffice applications.
 PerformNMCIcontract, service offering,andITresearch.
 Provide assetreconciliationassistancetoregional staff.
 Create,manage,modify,andmaintainprojectbuild-outs.
 Problemresolution.
 Create,manage,modify,andmaintaincustomerrequests.
 Determine the correctNMCIservice tomeetcustomerneedsandCNICbudgetrequirements.
 Maintainassetdata.
 InterpretingCNICpoliciesandgovernmentregulations affectingMAC,NET,and otherNMCI
procedures.
 Issuingwrittenandoral instructions
 Determinationof costeffectivenessversusburnrate of MAC usage
 Subjectmatterexpertforaudioandvideoconferenceobtainment,tracking,andassistance.
TYCO/ADT Security
01/2006-09/2007 Jacksonville, FL
RetentionSpecialist
 Utilize effectivecustomerservice andcommunicationskillstocollectondelinquentaccounts.
 Resolutionof existingcustomerissues.
 Customersatisfactionratingof 99.8%.
 Train andmentornewassociates
TYCO/ADT Security
08/2004-01/2006 Jacksonville, FL
CollectionSpecialist

4.  Utilize effectivecustomerservice andcommunicationskillstocollectondelinquentaccounts.
 Resolutionof existingcustomerissues.
 Customersatisfaction ratingof 99.8%.
 Train andmentornewassociates.
TYCO/ADT Security
06/2003-08/2004 Fort Washington, PA
Programming Specialist
 Main pointof contact for customersandbusinesseswhileestablishingADTproductsand
services.
 Setup service atprimarylocation.
 Builtandmaintainnewcustomeraccountson computersystemandmade changeswhen
necessary.
 Maintaincustomerservice cue forchangesand upgrades.
 Primarycustomercontact forinformation/troubleshootinginquiries.
Education
The Art institute of Philadelphia, PA
AssociateDegree in Fashion Marketing-2001