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Click here or scroll down to respond to this candidateJACQUELINE BROWNPHONE NUMBER AVAILABLE EMAIL AVAILABLEVMWareSkills: Azure, Hardware Break/Fix, Network Configuration, Active Directory, CitrixIT Service Desk AnalystDatavant, Remote2022 - Present Active Directory Account creation Troubleshooting Incoming calls with 97% first call resolution rate Device configuration using Azure Ticketing systems with escalations to appropriate teamCustomer Service Representative/Technical Support TeamMaximus Federal Systems, Chester VA2021-2022 Taking incoming calls in call center environment Developed highly empathetic client relationships while exceeding service standard goals Assistance with technical account issues Utilized Customer Service Software to track call flowTechnical Services Group Technician IIPinnacle Solutions/ UPS, Richmond VA2019-2020 Investigated and corrected issues with printers, copiers and other peripheral devices Utilized customer service software to manager customer interactions Network cabling and configurationResidential SupervisorResCare Winchester VA2018-2019 Coordination of staff scheduling to ensure staffing coverage Provided crisis management and intervention during emergencies Security protocols for medication management and storage Created and monitored daily ADLs for client service plansiOS Teir I Tech SupportApple WFH Remote2018 Troubleshooting all Apple and MacIntosh device Use of ticketing system for escalations Security protocols for medication management and storage Created and monitored daily ADLs for client service plansInformation Technology SpecialistRSC Chemical Solutions, Indian Trail NC2017-2018 Analyzed financial reports and accounting data to ensure accuracy Preparation of reports, sales contracts, and commissions Facility POC for all vendor and sales interactions Wiring and maintenance of PBX phone systemCustomer Services Representative Benefits & ClaimsAnthem Richmond VA2014 - 2016 Tracked customer satisfaction cases and updated software Educated customers regarding billing and insurance claims Security protocols for medication management and storage Aided in conflict resolution for claims escalationsIT Service ConsultantFreelance IT Contractor2011-2014 Provided on-demand technical support and troubleshooting for clients Designed and implemented customized IT solutions with network setups and software installation Conducted thorough security assessments and implemented measures to protect client data Collaborated with clients to understand their IT needs and deliver tailored servicesTechnical Support AnalystTechead / Federal Reserve Bank Richmond VA2013 Conducted thorough security assessments and implemented measures to protect client data Collaborated with clients to understand their IT needs and deliver tailored services Provided on-demand technical support and troubleshooting for clients for minimal downtime Designed and implemented IT solutions including network setups and software installationOperations ManagerBrown Communications, Richmond VA2005-2011 Scheduling and distribution of work to tech teams Purchasing and installation assistance of client equipment Conducted in home/site inspection to ensure most feasible client solutions Increased profit by fifteen percent by streamlining operationsExperienced IT Support Analyst with over fifteen years in the field, specializing in providing exceptional technical support and troubleshooting for diverse IT environments. Proficient in diagnosing and resolving complex hardware and software issues, with a strong focus on customer satisfaction and efficiency |
