EMILY REES 419-***-**** ad2q12@r.postjobfree.com

SKILLS

HARDWARE &

SOFTWARE SUPPORT

MICROSOFT OFFICE

TEAMWORK

INVENTORY

MANAGEMENT

PROBLEM SOLVER

TIME-MANAGEMENT

CUSTOMER SERVICE

ATTENTION TO

DETAIL

PRINTING

COMMUNICATION

SKILLS

FLEXABILITY

ACTIVE DIRECTORY

MICROSOFT

EXCHANGE

TRAINING

SERVICENOW

OKTA

MDM

PYTHON

SQL

JAVA

HTML

WORDPRESS

EXPERIENCE

Guaranteed Rate, Inc: Technical Support Analyst April 2021 – November 2023

Worked remotely with technical issues and troubleshooting for any individual within the company that needed technical support through remote assistance or by communicating over the phone or via email the solution.

Used active directory regularly to grant access, reset passwords, and adjust employee descriptions.

Created and edited email distribution groups along with shared and private email accounts, while also granting varying delegate permissions as authorized by chain of command.

Utilized ServiceNow to get and maintain personal metrics, created and edited ServiceNow articles, and used to review and support ticketing system.

Helped support OKTA usage by assigning access, permissions, and walking through password resets as necessary.

BOWTIE MEDICAL: IT Specialist November 2020 – April 2021

Worked with Product Managers and key personnel of Virtual Primary Care, and the Testing Program to collaborate to understand organizational and operational challenges within a robust IT platform and provided quality solutions to BTM customers.

Communicated with key personnel to determine requirements for projects, which included research to implement key equipment, software, and standards.

Created documentation and lead training for members of the company.

Effectively researched, designed, developed, and maintained multiple concurrent projects at the same time while keeping detailed records of work and progress.

Helped support Google Admin, RingCentral, Setmore, Salesforce, and any other software and devices that needed support or maintenance.

MARITZ: ANALYST II March 2020 - November 2020

85% of my time focused on End-user remote desktop support to identify and repair IT systems for Maritz employees in a manner that created a positive and lasting experience with customers. I used critical thinking to identify root causes of issues and communicated solutions effectively with end-users. I served as a contact center agent primarily communicating with customers via telephone; some email, chat, and walk-ins. I interpreted Maritz IT strategic plans virtually while also making decisions that aligned with the department’s strategic goals. I work with others in the department to perform routine problem resolution. I was able to identify problems that could either resolved by me or escalated to the appropriate support group. In my time there I managed to increase my abilities in each of the following areas: understanding of Microsoft Office products, Citrix virtual desktops, Active Directory, VPN, iOS, and Android, and both Windows and Mac operating systems.

15% of my time was spent on general end-user assistance. I aided with software installation, problem resolution, cyber security reporting (phishing attempts), inventory management, how to guide creations and other duties are required. PNC: HELP DESK SPECIALIST June 2018- February 2020

I communicated with users in a friendly and understanding manner while also documenting problems, trouble shooting, diagnosing issues, and helping to find the solution to any software or hardware issue.

I was able to communicate remotely and verbally to users to solve problems in an easy and timely manner to ensure a more quality experience with PNC software and systems.

Helped train new hires on the standards expected from the company. JOHN CARROLL UNIVERSITY: IT HELP DESK May 2017- May 2018

Listened to technical problems and helped with a friendly demeanor.

Set up computers and monitors, re-imaged computers, and troubleshot technical problems.

EDUCATION

JOHN CARROLL UNIVERSITY

2014-2018

BACHELOR’S DEGREE,

COMPUTER SCIENCE

HEALTHCARE INFORMATION

SYSTEMS

Minor in Sociology

Contact this candidate