Jessica J. Houston

Converse, TX *****

615-***-****

Email: ad3c5x@r.postjobfree.com

Skills

Accountability

Azure Active Directory

Cisco

Command Line Scripting

Communication

Decision Making

Detail Oriented

Domain Naming System

GovDelivery

Heat Ticketing

HyperTextMarkupLanguage

Java

Jira

LAN

Lynx

Linux

macOS

Managed Service Providers

Microsoft Excel

Microsoft Word

Power Apps

Power BI

Python

RDP

Samanage

ServiceNow (Snow)

SharePoint Online

SolarWinds

SQL

Strong Work Ethic

Time management

VOIP

VPN

WAN

Windows

Experience

Huntington Ingalls Industries (HII), San Antonio TX

System Administrator September 2020 – January 2024

Answered high volume calls regarding account issues

Managed Active Directory Accounts

Managed and maintained file servers

Setup new government official accounts

Employed latest security protocols

Installed and updated software

Maintained and used Microsoft Exchange Online

Provided support for Microsoft Office 365 Suite applications

Used Microsoft Powershell for automation

Developed high quality instruction manuals for various technical procedures in easy-to-read language

Used technical expertise to collaborate with internal teams to articulate bulletins to update users on issues

Identified and resolved problems through root cause analysis and research

Edited and maintained Knowledge Base “how to” and “frequently asked questions” for staff support

Assisted in the upkeep of SharePoint Online documents

Performed after-hours emergency monitoring and escalation

Bakkavor USA, San Antonio TX

IT Technician III August 2019 – September 2020

●Served as level 3 technical support for entire plant of roughly 75 computers and 3 Xerox/1 Brother printer onsite, and 6 locations remotely.

●Answered calls and provided white glove service over the phone regarding password changes

●Validated results and performed quality assurance for accuracy of data

●Managed Active Directory accounts

●Managed file system security

●Managed Office365

●Ensured cloud backups successfully completed

●Troubleshot Cisco VPN

●Performed wireless and cable network troubleshooting

●Remained a point of contact with vendors

●Created and sent purchase orders for supplies and equipment

●Managed various IT databases as well onsite equipment inventory

●Troubleshot, managed, supported, and modified Microsoft InTune environments

●Performed system analysis, documentation, testing, and implementation for user support

Cognosante, Nashville TN

IT Technical Service Desk Analyst II November 2018 – August 2019

Analyzed customer needs and implement customer SharePoint solutions via call center telephone

Microsoft certification

Successfully showed the ability to work effectively and efficiently under strict timelines

Gained experience with server virtualization, storage, and networking

Displayed strong troubleshooting skills in a Windows environment

Provided onsite and remote technical support

Maintained a professional demeanor at all times

Reimaged HP and DELL laptops as well as desktops

Performed wireless and cable network troubleshooting

Applied Health Analytics, Nashville TN

Sr. Helpdesk Support Specialist August 2016 – October 2018

Demonstrated ability to handle varying responsibilities by “wearing many hats” effortlessly

Responded to incoming calls and emails focusing on quality and efficiency

Assisted users with creating and updating passwords

Responsible for troubleshooting technical issues with company app on computer and phone operating systems including Apple IOS, Windows, and Android

Worked closely with front end developers to better company applications

Demonstrated ability to successfully walk end users through difficult technical problems while using simplistic grade school language to solve problem together

Maintained current and advance knowledge of bIQ software platform

Employed a high degree of attention to detail to ensure accuracy when inputting or scanning data from biometric forms as well as survey booklets into software platform and performs quality control on entered data

Prepared personal health reports from data collected from biometric forms and surveys from patients. Performed quality assurance of the health reports and shipped reports to employer to pass to employees.

Consistently met and exceeded productivity and quality standards.

Maintained confidentiality and adherence to HIPAA regulations.

Computer Science Corporation, Nashville, TN

Sr. Customer Service Rep March 2015 – July 2016

Assisted customers with filing and processing insurance claims by phone

Responsible for timely processing of payments and claims

Performed data entry

Asurion, Nashville, TN

Premier Support Specialist July 2014 – February 2015

Troubleshot technical issues on devices that run computer and phone operating systems including but not limited to Android, Blackberry, Apple IOS and windows.

Used active listening to identify and probing questions to understand root causes of customer issues

Inspected equipment, assessed functionality and optimized controls

Provided customer appropriate troubleshooting steps to assist customer in resolving issues

Partnered with customers to help improve their experiences by suggesting applications and settings appropriate to their skill level

Prided myself on going above and beyond to exceed customer expectations and address all concerns.

Education

Trident University, Cypress, California

Masters of Science Computer Science (CyberSecurity)

January 2022

Trident University, Cypress, California

Bachelor of Computer Science (CyberSecurity)

December 2019

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