Customer Service Microsoft Office
Resume:
Audra Prowell
https://www.linkedin.com/in/audraprowell
**************@*****.***
EDUCATION
Ithaca College (Ithaca, NY) May 2016
Bachelor of Arts in Culture & Communication
Web Programming Minor
EMPLOYMENT
Apple Inc. (Bethesda, MD)
Technical Specialist Dec. 2016-Present
Installed software such as iWork’s, Office for Mac, Adobe Photoshop, HP Wireless Printer drivers, and more on Apple Technologies as a member of the setup team.
Trained customers of various backgrounds and levels on how to use their personal/business Apple technology, which consist of products such as MacBook’s, MacBook Pro's, Mac Air, iMacs, both versions of the iPad, all iPod Models, iPhone 3GS, and the iPhone 4.
Provided concrete customer service and support of all standard Apple applications and hardware including hardware resets, password resets/setup, account setups, iTunes and App Store walkthrough.
Took on the role of Red Zone Leader to enforce organization amongst the team and to ensure that scheduled breaks were received accordingly.
Futrend Technology Inc. – NIH (Bethesda, MD)
Project Lead/Systems Analyst Oct. 2016-Present
Government contracted
Managing Unified Communication project
Converts clinical departments and users from ISDN phone systems to Cisco VoIP devices
Deploy and pre-configure Cisco VoIP phones
Troubleshoot issues in regards to Cisco devices
Install and assist clinical staff with Cisco Jabber
Conduct site survey in departments prior to ISDN to VoIP conversion and document LAN and WAO information
Creating user SOPS for software and devices
Creating and editing current SharePoint workflow and forms
Implementing solutions for SharePoint
Using HTML to Design user interfaces
Providing troubleshooting solutions for SharePoint amongst project team
Testing SQL queries
Composing trouble shooting data in Excel spreadsheets for director
Reporting and documents VoIP error trends
Oversaw ticketing system and managed employees assigned to technical tickets
Diamond Solutions Inc. – Integrated Referral Management (Bethesda, MD) Jul. 2016-Oct. 2016
Medical Appointment Clerk
Government Contracted
Received inbound calls in regards to scheduling medical appointments for navy retirees and active duty personnel
Used CHCS system to input patient information
Documented telephone consults in AHLTA system for contact medical providers
Cornell University - Survey Research Institute (Ithaca,NY) Jan. 2014-Mar. 2016
Surveyor
Made phone calls worldwide to willing participants collecting surveys on political, social, and economic views
Logged all responses and follow-up information in database
Received incoming calls for follow-up and private business surveys
Nationwide Credit and Collections (Oakbrook, IL) May 2015-Aug. 2015
Debt Collector
Called local debtors to collect funds on outstanding balances of health accounts
Processed payments on phone through company database
Set up payment arrangements for debtors
Ithaca College - Digital Instruction and Information Services (Ithaca,NY) Aug. 2012-May. 2015
Help Desk Technician
Provided telephone, e-mail and walk-in support for faculty, staff and students, to include: account problems, password resets, mobile devices, online applications, network access, voicemail etc.
Assisted with reserving long and short term loaner equipment for students and faculty
Assisted faculty with trouble-shooting classroom equipment
Troubleshooting SharePoint issues
Updating current SharePoint with resolved ticket information
Ithaca College - Office of Residential Life (Ithaca, NY) Aug. 2012-Sept. 2014
Office Assistant
Scheduled meetings for executive staff
Received and made calls regarding student housing
Sorted and processed housing request forms
SPECIALIZED COLLEGE COURSE WORK
Ithaca College
Comp-10500 Intro to Website Development Comp-17100 Principles of Computing Sci. (Python)
Comp-1100 Computers & Info Tech Comp-17200 Principles of Computing Sci. (Java)
Comp-10600 Multimedia Programming Comp-20500 Advance Web Programming
Comp-20700 Game Development and Tech Comp-32500 HCI
University of Phoenix
IT-215 Java Programming
ORGANIZATIONS & GROUPS
Ithaca College Chapter of Society of Professional Journalists
National Association of Black Journalists
Ithaca College Women in Computing Science
SKILLS
Proficient in Microsoft Office, SharePoint, Adobe Premiere, Adobe Photoshop and HTML.
Intermediate knowledge in SharePoint, Adobe Dreamweaver, QT Creator, Java, CSS, JQuery Unreal Game Engine 10.4, Unity, Python, and Final Cut Pro
REFERENCES
James Boyd
IT Specialist
NIH Clinical Center
******@****.***.***
Ryan Kennedy
Manager, Project Management Office
Department of Clinical Research Informatics
NIH Clinical Center
********@**.***.***
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