• Accomplished IT Support professional with technical support experience prioritizing, troubleshooting, diagnosing and solving problems using excellent technical analysis.
• Recognized as the top contributor (State Farm) outperforming 70 employees and nominated for a Randstar (Randstad’s Customer Service Award).
• Successful collaborations and relationship building with internal and external stakeholders.
• Led team meetings on technical issues and customer feedback which resulted in actions that reduced downtime and increased productivity.
- Certificate Prep: Salesforce
- Troubleshooting/root cause analysis
- Successful collaboration with stakeholders
- Technical Writing
- Microsoft Office Suite (Word, Excel, Powerpoint, Outlook and Teams)
- Exceptional Customer Service
- SDLC: Agile
- JIRA
- QA testing
- SQL
- Kibana
Graduate classes.
Renton, WA, 11/2018 - Current
Leading Fin-tech company with end-to-end loan servicing systems; my main responsibilities are to assist clients and internal users of our proprietary software system utilizing SQL to research and resolve issues and provide services for our highly-transactional applications, reports and third-party interfaces.
Contributions Include:
- Modify software as necessary including, but not limited to, changing scripts and making necessary modifications in database tables and to resolve the clients' problem in a production environment.
- Troubleshoot/resolve our clients' problems of complex nature such as product configurations (files or data), networking, platform, third party communications or other issues commonly encountered in system operation in a networked environment.
- Document and report product/application defects to Development or Database Administration teams and escalate unresolved problems to the appropriate resources.
- Facilitate problem-solving between our clients and the development team, as well as participate with development and QA teams in testing new releases, fixes and updates of the product.
- Creating support documentation to help streamline problem solving and call resolution.
- Monitor application status and provide support for issues related to the software escalated from Tier 1 support.
- Establish relationships with other partner teams that impact technical support (for example, Business Analysts, Development, Database Administrators, Infrastructure and QA).
- Provide technical support training and guidance to customers and other team members.
- Manage an individual open case queue, while monitoring the team escalation queue and regularly receive escalated cases from management, and prioritize accordingly.
- Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
- Work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment.
Lake Charles, LA, 08/2017 - 01/2018
A leading SaaS platform technology company providing innovative solutions to drive engagement and travel loyalty between brands and their customers; my main responsibilities were to do root cause analyses of failed transactions as well as configuring account settings.
Contributions Included:
- During and after implementation, I worked alongside implementation Project Managers to configure account settings for new and existing client programs.
- Worked directly with IT departments, clients, suppliers and management as the Subject Matter Expert (SME) in the Bridge2 Travel applications on projects and to resolve issues.
- Served as primary point of contact between the IT team and the Travel Operations Service Center for application support.
- Technical writing: authored and owned detailed documentation of client account configurations and resolutions.
- Utilized SQL and SOAP (API) and REST (API) searches in the log files (kibana) to perform in-depth root cause analysis.
- Successfully resolved escalated issues from the call center.
- Made recommendations for application improvements in stand up (Agile) and process enhancements to improve the application.
Eagan, MN, 08/2014 - 08/2017
The third largest US staffing firm in the United States of America; my primary responsibility was to diagnose and solve technical issues for internal and temporary employees.
Contributions Included:
- Created and implemented Service Interruption Management process which improved communications and accountability, and reduced the down time of systems.
- Project lead for implementation, configuration and testing for communications application for enterprise use in outages.
- Prepared training manual for and trained Support Services team members in order to equip them to use software.
- Application support for and assisted with QA testing for Randstad’s primary application, Randstad Front Office.
- Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system.
- Regularly update customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines.
- Developed relationships internally and externally that fostered collaboration for effective problem resolution.
- Taught users how to leverage features and functions of applications for efficiency and provided 'workarounds' where appropriate.
- Documented incidents in ticketing system and added information to the Knowledgebase.
- Used RDP, telephone and web application to connect to users to diagnose, troubleshoot and resolve technical problems (desktop, laptop and mobile devices).
- Installed, identified, researched, configured and resolved various hardware, software and network issues.
Perryville, AR, 07/2013 - 07/2014
One of the largest Insurance companies in the United States of America; my primary responsibility was to diagnose and solve technical issues for agents, employees and contractors throughout the USA and Canada while displaying remarkable customer service.
Contributions Included:
- Led team huddles where we discussed the day’s pressing technical issues and collaborated on resolving difficult issues which resulted in a reduction in down time for users.
- Used RDP, telephone and Microsoft Lync to connect to users to diagnose, troubleshoot and resolve technical problems (desktop, laptop and mobile devices).
- Expert in MS Outlook including rebuilding and renaming Outlook profiles and cached mode and performed troubleshooting of Microsoft Lync issues including audio and video meetings.
- Transferred data between network drives.
- Accurately maintained record of actions taken in HP Service Manager.
- Utilized and updated resources such as the knowledge base and the bulletin board.
Women in IT and Alpha Kappa Psi Business Fraternity
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School Attended
- Nova Southeastern University
- University of the West Indies
Job Titles Held:
- SOFTWARE SUPPORT SPECIALIST II
- APPLICATIONS SUPPORT ENGINEER
- IT SUPPORT SERVICES ANALYST
- SOFTWARE SUPPORT REPRESENTATIVE
Degrees
- BS
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