North Carolina Information Technology

Alysa Smith

Address: Charlotte, NC

Phone Number: 704-***-**** Email: **********@*****.***

LinkedIn: https://www.linkedin.com/in/alysa-smith-msw-3673a8236/ EDUCATION

North Carolina A&T State University, Greensboro, NC M.S., Information Technology, GPA: 3.67 Expected Conferment: December 2023 North Carolina Central University Durham, NC

M.A., Social Work, GPA: 3.94 Degree Conferment: May 2022 University of North Carolina at Charlotte Charlotte, NC B.S., Psychology, GPA: 3.38 Degree Conferment May 2019 B.A., Criminal Justice, GPA: 3.39 Degree Conferment May 2019 HONORS: Woodland Hall Fellowship Recipient for Outstanding Academic Achievement and Leadership 2022- 2023: North Carolina Agricultural and Technical State University WORK EXPERIENCE

Novant Health Fort Mill, SC

Support Coordinator 09/2022-Present

Responsibilities

• Supports higher-tier IT specialists with application software; programming, analysis, troubleshooting

• Assists with maintenance and troubleshooting of existing software systems.

• Testing and debugging upcoming software and intranet updates

• Reports application software security information, and methods

• Assists with IT systems projects and activities in support of the program staff.

• Serves as the first point of contact for customers seeking technical assistance over the phone or email. Supporting an average of 30-55 end users per day

• Performs remote troubleshooting through diagnostic techniques and pertinent questions

• Determines the best solution based on the issue and details provided by customers

• Directs unresolved issues to the next level of support personnel through ticketing Triage

• Determines the best solution based on the issue and details provided by customers

• Performs routine technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves general system hardware, software, and network failures and conflicts.

• Proficiency in a variety of programs running on Windows and Mac operating systems including Microsoft Suite, Citrix, Epic, Google Chrome, and Microsoft Edge

• Performs problem-solving and assistance on various software applications and hardware systems for department users across multiple medical devices and healthcare facilities Accomplishments

• Maintains Customer Satisfaction Average of 9.5 or above during employment Durham Public Schools Durham NC

After School Program Manager 08/2022 08/2022

Responsibilities

• Managed the planning and delivery of program activities, observed staff in evaluating program goals, and provided leadership for staff daily

• Maintained program goals and objectives including but not limited to serving as an on-site group leader substitute, assisting with snack preparation, scheduling program activities, and staying abreast of all program functions to manage the absence of the manager

• Facilitated establishing and maintaining open communication with parents, principals school staff, and other community agencies

• Established relationships with school day staff and helped oversee coordination space and two-way communication between the program and school day providing a link between the school and after-school

• Completed record-keeping and paperwork completion

• Coordinated special activities, trips, resource offerings, and parent involvement activities

• Substituted for absent staff including Homework Center teachers group leaders,

• Attended required meetings staff development activities and training

• Balanced and allocated funds for the program budget Accomplishments

• Promoted from Assistant Manager at Rogers Herr Middle School to Manager at Brogden Middle School

• Received Excellent Performance Award at final evaluation Back to Basics Durham NC

Director of Community Engagement and Student Support (Intern) 08/2021-01/2021 Responsibilities

• Researched resources for families and students

• Assisted the School Social Worker with initial intakes and social histories of new students.

• Assisted and observed team meetings with teachers and administration.

• Assisted with fundraising and fund allocated

• Built rapport with the students and developed a group program to assist them with certain identified skills.

• Completed Administrative Duties of the RESTORE program

• Assisted the RESTORE Social Worker in obtaining items needed by identified families.

• Learned about the needs, treatment options, and behavior approaches for student-athletes and non-student athletes served in the RESTORE program.

• Observed and participated in local, regional, national, and/or international events with other local social workers, for exposure to social work in sports, social work in music, and other educational intervention/prevention social work practices.

Farm Bureau Charlotte NC

Customer Service Representative 05/2019-06/2020

Responsibilities

• Maintained a positive, empathetic, and professional attitude toward customers

• Acknowledged and resolved customer grievances over the phone, email, and in person

• Troubleshooting Inbound calls

• Performed outbound calls to customers for additional troubleshooting

• Greeted and consulted clients on insurance

• Processed card, cash and check payments over the phone and in person

• Utilized computer technology to handle high call volume

• Compiled and analyzed reports

• Extensive filing and record keeping of customer interactions

• Processed changes in policies or renewals

• Placed or canceled customer orders

• Communicated and coordinated with agents with scheduling and delegated requests

• Filing Insurance claims on behalf of customers

• Appointment Coordinator for agents and assistant agents

• Balanced and delivered bank batches for daily transactions Accomplishments

• Promoted from part-time to employee to full-time after three months The University of North Carolina at Charlotte Charlotte, NC Student Caller/ Tele-Fundraiser 01/2018-05/2019

Responsibilities

• Ensuring accurate recording of contact details, credit, and debit card details

• Tele-fundraising to help garner funds for various university programs, colleges, events, and underprivileged students

•Completed Outbound calling to students, former students, and parents

• Created spreadsheets and analyzing donor and non-donor information

• Handling various forms of payment and pledges

Accomplishments

• Raised over $3,000 during employment

Goodwill Industries of Southern Piedmont (The Grid) Charlotte NC Retail Sales Associate 01/2018-01/2019

Responsibilities

• Customer consultation on various electronic devices

• Troubleshooted for various electronic devices and software

• Scheduled and performed repairs on various electronic devices and software

• Completed Inbound calls

• Stocking and record keeping of inventory

• Creative direction over displays

• Verified various forms of payment

• Balanced cash registers and filed Bank Batches

SKILLS & CERTIFICATIONS

Proficiencies

• Troubleshooting

• Active Directory

• Microsoft Office Suite Applications

• Software Support

• Hardware Support

• Strong Teamwork and Collaboration skills

• Microsoft and MAC Operating Systems

• Customer Service and communication skills

Certifications

• Medical Administration (2021)

• Basic School Aged Care (2021)

• Dialectical Behavior Therapy for Self-Injurious and Suicidal Behaviors (2021) PUBLICATIONS

• Addressing Food Insecurity Among University Students Social Work Graduate Thesis 2022

• The Effects of Anger Suppression and Expression Research Methods II final research publication

• Insult, Aggression and the Southern Culture of Honor: An “experimental Ethnography” Advanced Topics in Psychology final research publication

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