Olivia EscamillaLibby75@yahoo.com

(361) 249-1461

EDUCATION University of the Incarnate Word, San Antonio, TX December 2017Bachelor of Science in Criminal Justice, concentration in Homeland Security and Counter Terrorism

• GPA 3.6 • Dean’s List 2014

EXPERIENCE CGI Federal, San Antonio, TX January 2015-present Help desk support for DHS PALMS (Department of Homeland Security)

• Assist users with access to the PALMS (Performance and Learning Management System)• Provide troubleshooting steps to allow users to access online courses in the PALMS• Report issues with site or courses and respond with solutions via email or phone in a professional and timely manner

CGI Federal, San Antonio, TX October 2014-December 2015 IT Service Desk for EUS (External User Services)

• Secured access to business/project date• Centralized information management for updates and ongoing processes• Connected users to one environment for knowledge based information for daily activities• Assisted providers with gaining access to CMS computer systems• Troubleshot CMS system errors with providers and provided solutions• Assisted in creation of navigation steps for providers for self-help options• Provide internal Tier 2 support for floor agents• Resolve issues in a timely manner for internal and external errors

CGI Technology Solutions, San Antonio, TX January 2011-October2014IT Service Desk for EUS

• Assisted providers to reset passwords for CMS computer systems• Navigated providers through CMS application sites• Participated in round table discussion meetings to discuss ways to make navigation easier for providers

HEB Grocery, Corpus Christi, TX July 2009-September 2010 Deli Representative• Trained new employees on products, deli areas, and steps to complete job correctly

• Resolved customers concerns or issues• Stocked department with products for display and sale• Ordered products for the Deli department using scan computer system• Accessed and entered numbers into Checkbook system for monthly spending totals

South Texas Barber College/Hamlin Salon, Corpus Christi, TX April 2002-June2009 Administrative Assistant• Scheduled appointments for salon and college• Provided incoming students with new student paperwork • Completed enrollment of all incoming students• Entered students into the Texas Barbers database to obtain license• Recorded required information into student folders as needed• Recorded students weekly hours of attendance for students• Managed bank deposits, printer work pick-ups, mailings, and bill payments• Created documents for the salon and school using Word, Excel, and PowerPoint presentations• Recorded accounts receivable and payable for salon and school

SKILLS • Usage with Oracle Service Cloud [Intermediate]

CLEARNECES OBTAINED

• Public Trust Security Clearance