Help Desk Technical Support

KRYSTAL NESBITT

**** *. ****** ***., ***. ***

Phoenix, AZ 85029

Mobile: 602-***-****

***********@*****.***

SUMMARY

Senior-level administrative support professional with core competencies in tracking data, accounting, grants management and coordination and technical support for staff. Reputation for being detail oriented; serve as the “go to” person for data and software issues in the work unit. Exudes a positive and encouraging attitude while motivating co-workers to achieve cohesive and collaborative working relationships. Strong project management skills; able to manage large scale meetings, events and office moves. Former Federal security clearance. Outstanding attendance record.

TECHNICAL SKILLS

Proficient with advanced Excel, Word, PowerPoint, Outlook, and GoTo webinars, Zoom Meetings, & Cisco WebEx administrator; exposure to AFIS and Access systems. Experience with ShoreTel Communicator system. Strong knowledge of Scantron system, WordPress, Select Survey and HTML codes. Teacher and Student Technology Literacy Assessments.

PROFESSIONAL EXPERIENCE

Alhambra Elementary School District, Phoenix, AZ

Technology Help Desk 7/2016 – Present

Provide receptionist services, answer telephone calls, and complete other routine office procedures, maintaining confidentiality. Serve as public relations liaison in answering telephones and assisting personnel who desire information and/or services.

Accounts Receivables

Maintain mobile district computer carts

Staff Changes – all steps for new staff, guest teachers, teachers gone or on leave, collecting computers/iPads and accessories. Keeping lists accurate on servers

Google Administrator: create and maintain district email accounts

Audio Visual set ups for meetings &/or conferences

Technology Set up for all District Governing Board Meetings, also broadcast live, via YouTube

Create and amend all technology device contracts

Web Help Desk Ticket System

Provide assistance to district staff in troubleshooting basic problems with district-supported software and hardware

Order office supplies

Perform other job-related duties as assigned

Randstad Employment Agency, Phoenix, AZ

Charles Schwab & Co. 2/2016 – 6/2016

International Account Solutions department process applications and account maintenance requests for clients residing in a foreign country, and trusts and organizations established in outside of the United States.

Accept internal messages as well as, emails regarding paperwork already submitted for processing

Process international address changes

Provide operations support to non-US residents and international company brokers

Process re-orders of Schwab One checks and or debit card remittance forms

Review and process options applications for non-US residents

Knowledge of W-8BEN and Letter of Explanation processes

Vatterott Educational Centers, Inc., St. Louis, MO

Retention Outreach Supervisor 1/2014 – 12/2015

Promoted to this position following initial assignment as Receptionist.

It is the responsibility of the Retention Outreach Supervisor to oversee the outreach call center. The call center’s duty is to ensure that each student is provided with the tools and resources necessary for success. The Retention Specialist will serve as the student’s support system throughout their time with Vatterott offering them guidance and direction in regards to course selection, academic tutoring and advising, and satisfactory academic progress monitoring.

Monitor call center staff, as well as outgoing calls

Provide academic support to include tutoring and advising for all campus(s)

Create call list for call center staff

Participate in student orientation

Auditing academic processes such as Drops, Leave of Absence (LOA), Advising, Tutoring and Satisfactory Academic Progress (SAP)

Conducting student resource seminars

Monitoring student attendance and drops

Monitor students’ attendance, develops methods for tracking retention, collects, compiles, analyzes and evaluates retention data.

Maintain weekly retention records by course and instructor and submits the records on a weekly basis to appropriate campus level personnel and corporate academic officers.

Work with students on issues that prevent program completion and provide personal attention in guiding students to the resolution of concerns.

Kelly’s Employment Agency, St. Louis, MO

Vatterott Educational Centers, Inc. 9/2013 – 1/2014

Answer calls and direct them accordingly

Field incoming visitors

Other duties as assigned; creating spreadsheets on Excel, printing labels, scanning, faxing, daily reports, and ship materials via Fed-Ex, UPS and/or USPS.

Arizona Department of Education, Phoenix, AZ

Administrative Assistant III 3/2007 – 6/2013

Promoted to this position following initial assignment as an Administrative Assistant II. Accountable for governing board, superintendent’s and principal’s declarations of curriculum instruction related to Title I. Administrative assistant to all K-12 Standards directors (5 in total)

Provide technical support on Technology Plans through ALEAT, update approved Technology Plans online list, send out E-Rate information and inform staff on compliance issues.

Review and monitor technology grant online applications, amendments, waiver requests, and completion reports for program compliance, according to federal and state guidelines and mandates.

Maintain electronic files of Local Education Agencies’ technology plans, as well as the Enhancing Education Through Technology (EETT) grant applications, monitor for compliance and archive documents as necessary. Send annual report for EETT grant to U.S. Department of Education (DOE) as well as copy to the Governor’s office.

Assist the Program Specialists to prepare and present to local educational agencies, boards, and community groups related to EETT Grant Fund, the E-Rate Telecommunications Program, technology planning, and additional topics.

Provide assistance via phone or email to constituents and local educational agencies regarding questions specific to Educational Technology and K-12 Standards.

Create and coordinate the dissemination of information related to the Educational Technology Section to the local educational agencies.

Support the work of the staff of the Educational Technology and K-12 Standards staff which include, conference prep, (collect fees, catering, decorations, seating charts, etc) travel arrangements, the preparation of presentation materials for eLearning task force meetings, IDEAL, and grant meetings, conferences and ongoing correspondence as well as all professional development trainings.

Coordinate and attend K-12 Common Core State Standards (all content areas) conferences, and professional development trainings which include, schedule event, book venue, cater event and order all materials needed and delivery of materials.

Post all events to department website and create online registration for all events.

Create all conference online evaluations and professional development certificates

Keep track of the number of credit hours provided for all K-12 Standards trainings.

Responsible for all Educational Technology and K-12 Standards accounts payables.

Create requisitions and purchase orders using state procurement system.

Set up Teacher and Student Technology Literacy Assessments for districts and schools.

Create webinars using GoTo Meeting. Post webinar recordings to department website.

Provide monthly report to administration on all K-12 Standards professional development trainings.

First Bank, St. Louis, MO

Loan Documentation Support Specialist 5/2006 – 2/2007

Initial processing of loan documentation requests prior to actual documentation.

Review all loan document requests; ensure minimum amount of information is provided.

Verify lending authority and OFAC search for loan requests

Obtained U.S. federal security clearance to perform background checks for all commercial loans using U.S. federal website.

Created documents for the most common consumer products by utilizing the loan documentation software.

Documented consumer loans; secured and unsecured.

Prepared pre-closing documents

Unitrin, Inc., St. Louis, MO

CAIS Customer Service Representative 10/2003 – 5/2006

Process all incoming calls from the field agents, other insurance companies, and policyholders

Process all insurance inquiries, including but not limited to, billing inquires

Assist in obtaining policy loans, cash surrenders, and claims

Updated resident birthday board, typed up memos and flyers for various resident activities

PROFESSIONAL ACTIVITIES

The Bridge Church – Production Team

Advance lyric slides for Sunday & other services using ProPresenter

Advance sermon slides for Sunday & other services using ProPresenter

Arizona E-Learning Task Force – AZ Department of Education

Record and transcript meeting minutes

Provide all meeting handouts

Coordinate conferences, meetings and out-side department events

Grants Management Task Force – AZ Department of Education

Served as Educational Technology and K-12 Standards representative

AZ Local Education Agency Tracker (ALEAT) Task Force – AZ Department of Education

Served as Educational Technology and K-12 Standards representative

Provide information to task force on Technology plans as well as state K-12 Standards

Safety Team – AZ Department of Education

CPR and Heart Defibrillator training

Emergency, including but not limited to, evacuation training

Ensure safe evacuation of building in case of an emergency

PREVIOUS EMPLOYMENT

Commissions Accounting Clerk for AG Edwards for four years and Medical Records Clerk for two years at Christian Northeast Hospital in St. Louis, MO. Completed Medical Terminology in-service training. Customer Service/Cashier for Sports Authority. Receptionist for Solomon Brothers Reality in St. Louis, MO.

EDUCATION

SYSTEM OPERATIONS DIPLOMA 3/1992 - 3/1993

Sanford-Brown College, Hazelwood, MO

GPA 4.0

Graduated with honors – Dean’s List

Related course work: DOS, RPG, Computer Programming, Lotus 1-2-3, Database, Accounting, Business Math, Computer Terminology, Data Entry I & II

Courses completed while with the Arizona Department of Education

Diversity Completed August 3, 2012

State Employee Driver Training Completed May 29, 2012

Communicating Through Writing Completed January 17, 2008

IDEAL Train The Trainer Completed September 30, 2008

Preventing Inappropriate Behavior Completed May 29, 2007

Standards of Conduct in the Public Workplace Completed May 29, 2007

Intro to Grants Management System Completed September 19, 2007

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