1. Amanda Taylor
Customer Service Advocate - Verizon Wireless
Euless, TX 76039
amandataylor1224@gmail.com - 7737290670
Willing to relocate: Anywhere
Authorized to work in the US for any employer
WORK EXPERIENCE
Customer Service Specialist
Verizon Wireless - Columbia, SC - October 2014 to December 2015
• Utilizes troubleshooting guides and Tier 1 troubleshooting on all calls that require device assistance.
• Troubleshoots Android, Apple, Blackberry, software and hardware issues on a daily basis including iPhones
and iPads.
• Manages customer relationships by performing the full range of customer service functions.
• Uses common courtesy and discretion to achieve customer loyalty.
• Empathizes and acknowledges customer to create trust and partnership.
• Uses negotiation and problem solving skills to resolve customer concerns.
• Identifies and assesses customer needs based on interactions.
• Reviews all customer account information while on calls to identify and match customer's need with the
appropriate product and / or service (e.g., upgrades, adding a line).
• Utilizes tools and resources on every call to make appropriate recommendations to customers.
• Offers and educates on the benefits of products and services and explains how the recommendations will
add value to the customer's wireless experience.
• Demonstrates personal commitment to VZW code of conduct and business guidelines in all areas of work.
• Adheres to attendance guidelines to ensure successful contribution to team's goals and performance.
Force Management/Systems Technician
US Air Force - October 2013 to September 2014
Davis Monthan AFB, AZ
• Utilized Active Directory to add, create, remove, and transfer user accounts and grant and provide access
to users.
• Remoted into computers to install and remove Adobe.
• Utilized Microsoft Server 2008 R2 to gain access to the HRIS system.
• Troubleshot Outlook and remoted into the systems office when necessary.
• Troubleshot networks when they went down by remoting into the computers to determine and correct the
issue.
• Troubleshot Windows 7, 8, 10, XP, and Vista and remoted into the programs when needed to resolve technical
issues.
• Installed, uninstalled, and troubleshot desktop applications on PCs, laptops, and other equipment, checked
the network connectivity and corrected any issues for users.
• Checked certifications for information security to make sure their security clearance was up to date.
• Downgraded all computers to uninstall Java on each computer and added Microsoft Lync Communicator.
• Monitored position number / duty information updates based on guidance established in unit manpower
documents, Overseeing preparation / processing of Article 15s, Letters of Reprimand & Unfavorable
Information Files (UIF).

2. • Coordinating duty status changes/updates & forwards actions to AFPC through Case Management System
(CMS).
• Established new UIF process; tracked and verified 258 quality force indicators 100% member's information
validated.
• Managed SDAP registers, confirmed information accuracy monthly and recovered $16,000 for AF/$12,000
back to members.
• Completing over one thousand MilPDS actions; duty information/SEI/AFSC level changes, Ensuring accurate/
timely input of career data.
• Managing and monitoring transaction registers, executed 38.6K weekly updates maintained 100% data
integrity.
Reenlistments and Retentions Supervisor/Personnel Systems Technician
US Air Force - Shaw AFB, SC - May 2008 to September 2013
***Amanda first gained exposure to the Information Technology department at Shaw AFB which sparked her
interest in IT.***
• Learned how to add, create, remove, and transfer user accounts and grant and provide access to users in
Active Directory.
• Utilized Active Directory domain services to create, modify and delete user profiles for Airman.
• Utilized Active Directory domain services to assign access for shared network resources and to configure
security policies that apply to all users and computers.
• Provided services using Active Directory maintaining computers, users, and security groups with correct
privileges in their respective organizational groups.
• Troubleshot networks when they went down by remoting into the computers to determine and correct the
issue.
• Installed, uninstalled, and troubleshot desktop applications on PCs, laptops, and other equipment, checked
the network connectivity and corrected any issues for users.
• Utilized Microsoft Server 2008 R2 to gain access to the HRIS system.
• Troubleshot hardware by going and pulling the CPU and plugging it into the network and removing the hard
drives to install a new one.
• Built databases for the unit when needed by using Access.
• Installed and rolled out new software for the Air Force and sent it to all the departments for each computer.
• Used Windows XP and Windows 7 server by rolling them out and preparing all the computers to make sure
they met the criteria and standards.
• Installed Outlook Communicator on computers, installed them, created groups in Outlook and opened tickets
in Outlook.
• Checked the Security Clearance and made sure the certifications were valid and used JPAS to track it.
• Managed Shaw users to ensure they had the appropriate access to the SharePoint site, built and used a
SharePoint page for the evaluation system to manipulate permissions.
• Used Oracle as a Human Resources tool to updated evaluations, track members service dates, and removing
access to users.
• Developed and implemented a "one-stop" service that utilized information sharing and team cooperation to
significantly increase work productively across the unit.
• The "one stop" service allows for personnel to better coordinate work and planning efforts. Managing and
monitoring transaction registers; executed 38.6K weekly updates maintained 100% data integrity.
• Monitored and updated daily management Transaction Register (TR) for accountability and timeliness of
suspense processed promo related documents.
• Diligently updated the promotion eligibility status code for referral evals/Article 15 actions100% data
accuracy.

3. • Counselled individuals on assignment procedures, benefits and personal obligations pertaining to PCS
selection.
• Briefed eligibility factors for Base of Preference, Humanitarian and Exceptional Family Member programs.
Customer Support Staff
US Air Force - April 2006 to May 2008
Osan AB Korea
• Advised officers and airmen on military personnel issues and programs.
• Conducted interviews to determine individual interests, qualifications, and personnel data.
• Helped commanders develop career information and motivation programs.
• Managed selective reenlistment and career airman reenlistment reservation programs.
• Counselled airmen on reenlistment opportunities and benefits.
• Reviewed and processed evaluation reports. Performs personnel actions.
• Updated computerized personnel data. Conducts in and out-processing.
• Monitored personnel readiness programs.
• Scheduled individuals for processing personnel actions such as reenlistment, promotion, separation,
retirement, or reassignment.
• Administered standard tests, acts as test monitor, scores tests, and records results.
• Prepared and processed correspondence, forms, and PDS transactions.
• Advised members on official and personal obligations incident to relocation, training, and promotion.
• Prepared and processed relocation actions.
• Processed documents required to support service awards and decorations.
Customer Support Staff
US Air Force - Minot AFB, ND - November 2005 to April 2006
• Processed documents required to support service awards and decorations.
• Prepared DD Form 93, Record of Emergency Data.
• Maintained files of correspondence, directives, instructions, and other publications.
• Provided casualty assistance, administered casualty program, prepared related reports and documents.
• Assisted next of kin of deceased and missing personnel to apply for death gratuity pay, arrears of pay,
veteran's affairs, social security, government and commercial life insurance, and other benefits.
• Performed CSS administrative functions and prepared and processed administrative support actions relating
to unit programs such as military sponsor, weight and body fat, squadron information, and enlisted and officer
professional military education.
• Processed dental and physical rosters.
• Managed unit leave control program and maintained suspense system for personnel actions and
correspondence.
• Maintained and monitored duty status changes.
• Prepared and processed Articles 15, letters of reprimand, investigation reports, unfavorable information files,
and separation actions.
EDUCATION
Bachelor of Science in Computer Networking
ECPI University
September 2016
Associate of Arts in Human Resources
Community College of the Air Force
2015

4. Non-commissioned Officer Leadership School - Shaw AFB, SC
2011
SKILLS
Security Clearance (10+ years)
MILITARY SERVICE
Service Country: United States
Branch: Air Force Reserve
Rank: SSgt
March 2004 to Present
Active Duty for 10 years
Started Air Force Reserves in Oct 2014
ADDITIONAL INFORMATION
Professional Skills
• 7 years' experience working within Information Technology and Customer Service
• Proven ability to prioritize and complete multiple tasks.
• Maintains a Secret Security Clearance good until 2023.
• Organized, energetic go-getter with excellent customer service skills.
• Work cohesively with groups of people diverse in culture and experience.
TECHNICAL SKILLS:
• Active Directory
• Call center experience
• Troubleshooting
• Proficient in Window 8 computer programming
• Microsoft Office, Sharepoint
• Oracle Military Personnel Data System (MILPDS)