Jacqueline Y. Brown

ad12lw@r.postjobfree.com

Help Desk Technical Customer Support A+ Microsoft Office 365 Call Center Data Entry

TECHNICAL SKILLS

Data entry, Document management, SOP documentation, Network Support/Setup, Mainframe/AS/400, Printer installation/configuration, laptop/desktop setup/configuration, GDSN, SQL, EDI, SAP, Network+, Apple troubleshooting, ACTIVE DIRECTORY, Setup/Installation PC, Hardware break/fix, Windows, Data Entry, Database Administration/Queries, Microsoft Excel, PowerPoint Presentations, Access,

EXPERIENCE

Maximus Federal,

CSR I

August 2021 – Present

Customer Service

Database entry and security check

Reporting to suspected federal agencies as POC

Pinnacle Solutions/ UPS

TSG Technician II

November 2019 – March 2020 (COVID)

Maintains pc, telecommunication, printer, and scanner functionality to support aid in increased production rates

Servicing routers, switches, and ups terminals

Running reports for system outages region wide and resolve any issues

Scheduling service for resolution of trouble tickets

Data entry to maintain and record and track inventory

ResCare

Residential Supervisor

March 2019 - October 2019

Maintaining appropriate staffing at all times

Ensuring all staff is current in licensing and training

Interviewing and verifying potential new staff

Ensuring all medications and controlled substances were handled properly

Kelly Connect/ Apple Work at Home

iOS Tier I Technical Support

April 2018 – July 2018

Working from home answering calls for Tier 1 for iOS Apple and Mac issues

Data entry for billing and service inquiries

Using data research to locate and walk customer through process

Tracked and reduced call que wait time by ten minutes on team project

RSC Chemical Solutions, Indian Trail NC

March 2017 –March 2018

Information Technology Specialist

Analyzed financial reports and accounting data to ensure accuracy for Information Technology, Marketing and Finance Departments

Preparation of reports, contracts, and commissions calculations with use of SAP

Using SQL to extract data from network databases

Creation of purchase orders, commissions calculations, and manufacturer representative contracts

Setup and maintenance of companywide telephone system, purchasing, and laptop/computer setup

Maintaining PBX system wiring and setup and testing

Point of contact for all major technical issues, including power outages, system failures and disaster recovery

Support for help-desk technicians and IT Department

Creation and negotiation of vendor and salesman contracts, commission rates and processing commissions

Anthem BC/BS, Richmond VA

November 2014 – January 2016

Customer Service Representative Benefits/Claims Specialist

Handled high volume calls in an inbound call center

Worked with customers to research and resolve issues pertaining to payments

Conducted research on all issues in need of resolution and followed up with customers/companies

Maintained company database in order to ensure accurate and current data

Freelance IT Contractor

December 2011 – March 2014

Computer Tech II

Developed, interpreted, and documented organizational goals, policies, and procedures

Consulted with end users, management, vendors, and technicians to assess computing needs and system feasibility

Participated in daily operations of department, analyzing workflow, establishing priorities, and setting deadline standards

Liaison to clients to analyze computing and network needs and execution of appropriate solutions within each organization's budget

Improved reliability of supply chain software, systems, database and order processing

Acquisition reporting requirements and specifications to disseminate across multiple IT support team

Techead /Federal Reserve Bank of Richmond

March 2013 – July 2013

Office Automation Corporate Support Specialist

Responsible for shipping, tracking, and security of all employee equipment and software

Improved reliability of supply chain software, systems, database and order processing

Developed IT strategic vision and drove key departmental objectives

Implemented, scheduled, and performed upgrades (Windows 7) to all equipment company wide

Reviewing and revising organizational goals, policies, and procedures

Set up and scheduling on/off boarding, trouble ticket, and break/fix resolution

Brown Communications Solutions

March 2005 – November 2011

Operations Manager

Executed and monitored standards for user interfaces, page design and graphics development

Developed website mockups for clients to ensure quality control and client satisfaction before project development phase

Served as operating system expert, providing technical support for the entire organization

Direct daily operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines

Purchased necessary equipment for company and clients while cutting expenses for customer

Improved reliability of supply chain software, systems, database and order processing

Conducted in home/business inspections to ensure most feasible solution

EDUCATION

BACHELOR'S DEGREE: Business Administration

Shenandoah University, Winchester VA

ASSOCIATE DEGREE: Network Engineering/CCNA Prep

LFCC, Middletown VA

ASSOCIATE DEGREE: Information Technology/Programming

LFCC, Middletown VA

Contact this candidate