professional services consultant resume example with 5+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary
Analytical and critical thinker who adheres to deadlines and is meticulous about gathering and understanding information. Bringing tactical planning and solution-oriented problem-solving skills to a challenging new role.
MS Office; Word, Excel, PowerPoint, Outlook, Skype, Adobe & Access.
Stakeholder Negotiations
Conflict Resolution
Customer Service
Information Confidentiality
Operating Systems; Windows, Chrome OS & Mac OS.
Basic knowledge of programming languages; Java & Python.
Attention to Detail
Work Planning and Prioritization
Documentation and Reporting
Customer Needs Assessment
Testing and Troubleshooting
Verbal and Written Communication
Agile/Scrum Methodology
Education and Training
Reginald F. Lewis School HSBaltimore, MDExpected in 06/2004 ā āDiploma: - GPA:
University of BaltimoreBaltimore, MDExpected in ā ā: - GPA:
Completed coursework in INSS 209: Intro to Computer programming (C language)
Coursework in COSC 151: Computer Programming I (Python)
Coursework in COSC 251: Computer Programming II (Java)
Certifications
Certified Scrum Product Owner - 2023
Certified Google Expert, CallTrackingMetrics - 2021
HDI Technical Professional - 2017
Experience
Ping Identity - Professional Services Consultant Phoenix, AZ, 08/2022 - Current
Scoped implementation projects to come up with a structured project plan
Managed public webinar to explain/clarify concepts in the software
Managed multiple projects concurrently and used time efficiently to ensure timely completion and customer satisfaction
Implemented strategies to capture web visitor session data to track sales and leads to send conversions and events to Google platforms and session data to other third-party platforms
Trained users in system operation and basic maintenance of the platform configurations
Provided technical guidance in support of system development and troubleshooting
Identified areas for improvement, narrowing focus for decision-makers in making necessary changes
Devised successful solutions for company problems by gathering process and operational information, organizing points and analyzing trends.
Maintained customer expectations with open consultations and frequent communication.
Provide technical support and training to clients on call tracking platform to clients
Provide technical support and troubleshoot dynamic number insertion with javascript on customer landing pages, utilizing browser console tools
Assist customers with Google Ad and Google Analytics integration troubleshooting
Train and troubleshoot the client's call tracking platform sending Conversions and Events into the client's Google Ads and Analytics account, creating Goals in Analytics and setting up Google Forwarding for tracking Ad Extension calls
Delivered highest level of support, assistance and professionalism to each customer to uphold company commitment to service
Educated customers by explaining technology issues in easy-to-understand terminology
Handled issues by phone and email at help desk and provided general support, bug fixes, product updates and configurations
Assist clients with number porting and troubleshooting carrier issues
Performed complex network diagnostic tasks, examining packet traces, fault logs and TCP/IP routing records to located negative impact events for customers.
Arrive Logistics - Service Desk Technician Chicago, IL, 05/2018 - 11/2020
Perform Team Lead duties, when called upon; acting as a point of escalation, training, coordinating, and allocating service requests
Manage service requests with ServiceNow and Cherwell ticketing system
Multi-Factor account creation and management
Windows 10 management, troubleshooting, and utilization of Event Viewer, Task Manager, and other basic Windows programs for troubleshooting basic incidents
Communicate with end-users and escalation teams using Cisco IP phones and VoIP
Creating and distributing knowledge articles to the team
Utilizing Citrix XenDesktop and cloud access to replicate client's environments for troubleshooting and remote access using Windows Remote Assistance
Configure Microsoft Exchange and Active Directory accounts; perform password resets, account unlocks, elevating privileges, escalating phishing/scam emails, and other related issues and requests
Utilize Outlook, OWA, and Mimecast Administrative Console to provide email technical support and track messages via the mail server
Troubleshoot and manage Microsoft Office 365 programs, Nuance/Kofax, and other related programs
Troubleshoot and provide support for iOS, Android, and Blackberry devices
Perform local and network printer installations and troubleshooting
Analyze and troubleshoot network usage, server utility, and disk space availability.
Alstom - Product Support Technician Newark, NJ, 07/2017 - 05/2018
Provide troubleshooting for proprietary software and its suite programs, while documenting steps
Analyze complex issues, identify problems, and develop and implement effective solutions
Troubleshoot browser specific issues; IE, Chrome, Firefox, Safari, & Opera
Troubleshoot multiple device settings, operating systems, and domain user account issues; Windows (7, 8, & 10), Mac OS (10.9, 10.10, 10.11, & 10.12), Linux Ubuntu, iPad, & Chromebooks
Process several tickets per day using the Salesforce ticketing system
Replicate and build environments to restore database builds using VMware virtual machines
Provide remote assistance with Customers using TeamViewer and Bomgar
Perform proprietary software installations, uninstalls, modifications, and upgrades
Create and configure accounts for Students, Teachers, and District Administrators
Generate, modify, and run SQL scripts to modify and resolve issues with proprietary software and user account issues
Whitelisting exceptions on the user's network to allow assets through the Customer's firewall.
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