Bertha Baker

PO Box 53342Knoxville, TN 37950PH:828-242-1458

Email: brbaker2031@comcast.net

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OBJECTIVE

To pursue a career in IT/Computer Administrative Support where my extensive System Administrator, Customer Support experience, and software/technical skills will be further developed and utilized for better career growth.

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EDUCATION AND TRAINING

• Bachelor of Science in Computer Science/Technology, GPA: 3.0; Westminster College of Salt Lake City, UT

• Certification in Medical Code & Billing/Electronic Health Record, In Progress

 • Certification in Advance MS Office Words, Outlook,

Internet Explorer, Excel, PowerPoint, MS Access…

• Typing Speed: 70 wpm

 

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HIGHLIGHS OF IT SKILLS• UNIX/AIX and LAN Administrator• Technical Support (UNIX & Windows, Servers, Workstations…)• Project Coordinator• System installation, configuration, Upgrading & Trouble-shooting • Patches & Updates, backups, & Oracle Database Administration• Wrote scripts for system backups• Filesystem & disk management , system & users data allocation• Setup user profiles & filesystem access• Application Training & Mentoring

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SYSTEM ADMINISTRATOR• U.S. Federal Government, Dept. of Agriculture, Asheville, NC• (1998-2004); Contact: Cheryl Jefferson, 828-259-0562, Cjefferson@fs.fed.us • Accomplished System Administrator with years of experience managing

Servers across multiple platforms (UNIX, AIX , Windows).

• Effectively plan, install, configure and optimize computer systems and users data to consistently achieve high availability and performance.

 • Contributions:

 When hired as System Administrator, my responsibility was to migrate all 100 Users from Old Data General System to New IBM systems. I planned and coordinated the Tasks with other IT Specialists and the Project was completed before the deadline.

• After system migration was completed, I managed 3 local servers and 3 remote Oracle servers using FTP.

• Drove a 50% decrease in Training Costs when took the initiative to train all 100 users on how to implement the new Hardware and software systems. Thus, eliminating the company having to send their employees outside for training.

 

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OTHER PROFESSIONAL EXPERIENCES

Sitel Corporation/USAA- (Provides Insurance to U.S. Military Families), 5-2011 to Present (Full-time)

• Received DIRECTOR’S ALL STAR AWARD, for highest Score in Quality Customer Support & Attendance, TWICE (out of 500 employees); August, 2012 and June, 2014

• Confer with customers (by email, phone, & correspondence) to provide information, & resolve complaints re: Auto/Home Insurance products.

• Retrieve & update customers data from computer database utilizing various Computer electronic forms/Software: modify member’s records, Issue and cancel policies. Document inquiries & complaints.

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TN DISABILITY CLAIMS

Tennessee Disability Claims (06/10 to 10/10), Full-time; Contact: Carol Robie, 615-364-0652, Yrobie@tds.net

Claims Examiner

• Reviewed, researched, and analyzed disability claims application filed by American citizens.

• Responsible for investigating the application process and evidence, including contacting Medical Doctors, education, legal records, Hospital records, and any other information pertinent to determining applicant’s legitimacy for disability benefits.

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AMERICA COLLECTIBLES NETWORK/JTV

American Collectibles Network/JTV (11/04 to 06/10), Full-time, Contact: Robin Smith, 865-692-6000, Robin.Smith@jtv.com or HR- Press 5, then 2

Correspondence Specialist/Customer Support

• Provided accurate resolution to product and billing inquiries via phone calls, emails, direct, and Confidential letters using MS Office Words.

• Reviewed and edit these Official Letters to assure correctness in format, punctuation, and grammar. Highly experienced in dealing with irate customers.

• Assisted with Training users on Hardware/Softwares for improvement in Customer Support.