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Candidate's Name
Ambitious and goal driven professional with a curious mind. Unafraid of learning and trying new things.Detroit, MI Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLEWilling to relocate to: Los Angeles, CA - Washington, DC - Detroit, MI Authorized to work in the US for any employerWork ExperienceWebmasterBlue Corona - Detroit, MIJanuary 2023 to Present Maintain website content and make basic, routine updates Ensure sites along with the pages attached to them are in working order Regulate and manage access rights of different users on websites Respond to support requests via phone and email Review each site and mark out the changes required Coordinate with designers and developers for more involved website changes Create detail coding instructions for developers Perform cross-browser testing Analyze the site layouts and structures, HTML coding, navigation systems, etc., for optimizing the content with a view to receive top search engine rankings and enhance the visibility of the websites Provide time estimates for project deliverables and adhere to deadlines Case ManagerDealerOnJuly 2021 to January 2023 Oversee multiple dealership websites Assist with the maintenance of websites via CMS including inventory, creating graphics such as banners, buttons, special icons Document detailed and accurate information within Salesforce Updating code for websites (HTML,CSS, & query language) Excellent customer service Creating & updating cases in Salesforce and JIRA Help Desk TechnicianRichmond Public SchoolsJanuary 2020 to July 2021 Identified, diagnosed, and resolved Level One problems for users of Richmond Public Schools IT services which include authentication, computer, mobile device configuration and troubleshooting, software troubleshooting in a call center environment. Manage student and faculty accounts in Google Admin Console. Communicate solutions to end-users. Ensure that all ticket transfers are accurately transferred to their proper Queue. Adhere to all phone standards, controls and measurements established my Help Desk Lead. Assist IT project leads and team members in the support, testing and training of the user base on business applications. Research problems that cannot be resolved immediately and coordinate problem resolution. Determine whether reported problems require a technician site visit. Write up common problems and solutions for inclusion on Help Desk Knowledge Base. Dispatch TechnicianInsight GlobalMay 2019 to December 2019 Managed staff user accounts. Password Management and Resets. Print Management using AS400. Assisted end-users with technical support of desktop computers, applications, and related technology via phone and remote desktop tools. Interacted with application software and operating systems to diagnose and resolve unique problems. Utilized one-on-one consultancy to end users via phone support. Service Desk Tech IVCU HealthSeptember 2017 to February 2019 Provided front line support to end users by responding to telephone calls, email and electronic requests for technical support to problem Incidents and Service Requests. Documented and monitors Incidents from the original call into the service desk through problem resolution to ensure a timely resolution. Working knowledge of commonly-used Service Desk concepts, practices, and procedures and relies on instructions and pre-established guidelines to perform the functions of the job. Respond to all End User support calls, emails and electronic requests in accordance with established policies, procedures to meet First call Resolution (FCR) and set forth SLAs. EHR System Support & Education.Web Assist TechnicianGenworthFebruary 2017 to September 2017 Assisted policyholders with navigating the customer portal. Resetting passwords for user accounts. User experience research & converting data from customer surveys into qualitative data used to refine our user interface. Answering and routing calls. Creating/resolving support cases.Desktop Support SpecialistVector Tech GroupOctober 2016 to February 2017 Team member of the Managed Service Provider assisting multiple clients. Assisted end-users with technical support of desktop computers, applications, and related technology via phone and remote desktop tools. Interacted with application software and operating systems to diagnose and resolve unique issues. Utilized one-on-one consultancy to end users via phone support. Independent analyses, communication and problem-solving. Desktop Support TechnicianEduTechDecember 2015 to October 2016 Troubleshoot workstations & laptops. Played an integral part of the onboarding process, and assisted in managing the technology infrastructure for the company Manage all Chromebook Devices & managed 1:1 deployment at the beginning of school year for Mona Shores School District. Assisted in the deployment, maintenance, and support of all software, hardware, and operating systems. Managed student and faculty accounts via Google Admin Console. Research and resolve staff and student support tickets involving hardware, software, and malware in an efficient and timely manner Install new or replacement hardware. Worked with vendors in purchasing hardware and software. IT InternMichigan WorksFebruary 2015 to May 2015 Shadowed Systems Administrator. Hands-on learning hardware and software configuration. Supervised high school interns & provided mentoring on potential career pathways. Active Directory Account Management.EducationCertification in HTML/CSS FoundationG Code HouseJune 2021 to August 2021Associate's of Applied Science in Computer Networking Technology Baker College of Muskegon - Muskegon, MI2012 to 2015Bachelor of Arts in Graphic DesignEastern Michigan University - Ypsilanti, MI2008 to 2010Skills Cascading Style Sheets (CSS) Banner Designing Content Management Systems (CMS) Jira Customer Support Case Management HTML Active Directory Content Editing Supervisory Skills Salesforce Help Desk Customer relationship management Content creation Content management Data entry LeadershipLinkshttps://swatsonv2.wixsite.com/sndigitalLINKEDIN LINK AVAILABLECertifications and Licenseshttps://www.shecodes.io/certificates/1a633232995db969149373120aafc5ec