Joya Hill Email & Phone Number

Huachuca City, Arizona, United States

• Installed fiber Optic cables, UTP/STP Cat5e, CAT6 and various other connections.• Updated Cisco routers, Cisco Switches, Dell Server, Call Managers and VMs quarterly yearly.• Configured Encryption devices for different enclaves and Loaded keys quarterly and yearly.• Replaced defective components on dell servers.• Provided over 80 users with network access maintaining 95% uptime.• Updated and Maintained DMVPN tunnel configurations and pre-shared keys• Configured and maintained Virtual Machine backups on SIPR (Secret Internet)/NIPR(Non-secret) and Centrix (Multinational Allies Secret) enclaves.• Performed and resolved Cisco Call manager configurations issues and created SIP Trunks and provided users with 50 VOIP phones.• Monitored SNMP server for Syslog messages for documentation.• Replaced defective, end of life cycle and off network equipment.• Provided over 170 users with network account access maintaining 98% training/account compliance through ATCTS.• Processed over 100s of AESMP cases yearly for end users, including NETCOM VIPs.• Configured and maintained Thick and Zero client’s site wide.• Lead Information Management Officer for SCIF operations holding TS SCI clearance to do so. • Provide technical leadership and mentorship to junior and peer IMOs. • Responsible for in processing Military, DA Civilians and Contractor accounts sitewide and 2875 access to multiple systems. • COMSEC Local Element Custodian, which includes managing COMSEC hardware/software assets and key inventories, loading keys into Encryption devices, installing, configuring, troubleshooting, upgrading, removing/replacing faulty equipment, and processes related to COMSEC.

Las Vegas, Nevada Area

As an agent for the MasterCard campaign, I was trusted with sensitive security info and programs to assistcardholders with accounts needs. Maintained status for quality and followed adherence goals. Made the top performers list a few times and also had a majority quality scores of 100%. I was a floor walker (peer assistance for new classes). Starting October 2017, I was moved to the second tier position. I did back office work and supervisor calls. I did the extra work till the campaign’s end in February, without the pay increase.As an agent for the Project Fi campaign, I am trusted with sensitive security info andprograms to assist with technical issues ranging from cell phone connection and issues withsupported devices. Maintain status for quality and follow adherence. Also provided out of scope assistance. Able to navigate over 3 different knowledge bases and open sources.

Las Vegas, Nevada Area

Sitel-Wildblue/Viasat, Las Vegas, NV - Customer Service and Technical SupportRepresentative: I achieved being able to positively position solutions to technical issues regarding devices, troubleshooting connectivity problems, and providing repair services when needed. In the aspect of service, I create positioning of upgrades and expediting packages to suit theneeds of the customer. Processing of refunds and past due balances to keep accounts maintained to avoid service interruptions and to retain the customer's loyalty were the duties that I excelled in. Escalation prevention methods were used for following training classes on retention. Received an exceedingly high number of positive customer satisfaction surveys.Sitel-Sony Playstation, Las Vegas, NV​ - Customer Service and Technical SupportRepresentative: August 2012 - June 2015: Relocated for high stats in the previous position, qualified for a transfer to the most acclaimed campaign at Las Vegas site for Sitel Corporation. In a more technical driven field for a multitude of devices, requirements for handling high call volume, customer satisfaction, and first call resolution were all fields that exceededexpectations. In the service portion of my responsibilities, maintained the handling of personal paymentinformation, account verification, and updating. Excelled in the selling of extended warranty plans for an added commission. Chosen to represent the team for customer service week four months into position.

Bachelor'S Degree, Information Technology

Highschool Diploma, Core Curriculum, 12Th

Activities and Societies: Anime Club Creative Writing