Submission of this internal resume carries with it

permission to share the information contained therein either internally or externally for the purposes of assessing suitability for potential roles.

TOMIA RENIA RHODES

Summary:

● Overall 5 years of experience as Helpdesk Analyst.

● Tier 1 Helpdesk Support Analyst with experience troubleshooting network, VPN, hardware, mobile phone and software issues via phone and remote desktop tools.

● Experience working with Service Now, CRS Lite, Jira, Jama, and Salesforce for ticketing and logging issues.

● Excellent customer service, time management, communication, and documentation skills.

● Used remote desktop software to troubleshoot and resolve issues via 100% phone support with a focus upon customer service.

● Troubleshooting mobile phones including Android, iPhone, and Google phones.

● Escalated issues to Tier 2 Support if Tier 1 was not able to resolve them.

● Used Salesforce for ticketing and documenting technical issues. Skills:

● Oracle

● Service Now

● CRS Lite

● SharePoint

● Active directory

● Citrix

● Jira

● Jama

● troubleshooting network

● VPN

● Hardware and Software troubleshooting

Education:

● Associate of Arts & Sciences (AAS), Business/Corporate Communications Austin Peay State University, Clarksville, TN

Professional Experience:

Agreeya/Deloitte, Remote Jun 2022 - June

2023

Surge Administrator

● Trained for the ARIES project for Little Rock AR Entering client’s information into the state system for eligibility.

Bluegrass Network, Nashville, TN Nov 2022 – Dec 2022 Helpdesk

● I was the helpdesk for all the Internet, telephone, fiber, telephone, and cable television in the surrounding areas from Elizabethtown all the way down to Portland Tennessee. TEKsystems/ Client Bank of America, Remote Jan 2021 - Feb 2021 PPP Loan Tester

● I was the person that made sure everything on the application was correct, so that the loan could be processed.

TennCare/Deloitte, Nashville, TN Aug 2019 – Jan 2020 Level 1 Help Desk Analyst

● Took calls from workers and clients when they had problems with any of their equipment or systems. Submission of this internal resume carries with it permission to share the information contained therein either internally or externally for the purposes of assessing suitability for potential roles.

● Used remote desktop software to troubleshoot and resolve issues via 100% phone support with a focus upon customer service.

● Used Jira and ServiceNow for ticketing, logging issues and their resolution.

● Troubleshooting mobile phones including Android, iPhone, and Google phones.

● Escalated issues to Tier 2 Support if Tier 1 was not able to resolve them. Connect for Health Colorado, Denver, CO Nov 2018 - Mar 2019 Help Desk Analyst Level 1 and Enrollment Specialist

● Took calls from employees, troubleshooting and resolved password and reset issues.

● Escalated other technical issues to Level 2 Support for resolution.

● Used Salesforce for ticketing and documenting technical issues.

● Provided excellent customer service via 100% phone support.

● Reviewed and processed applications for all State of Colorado benefits including Food Stamps, Social Security, Retirement, Child Support, and Insurance.

● Call center

Massachusetts Health Connector, Bowling Green, KY Jul 2017 - Oct 2018 Insurance Specialist

● Reviewed insurance applications and approved or denied them.

● Used CRS Lite and Salesforce for customer information.

● Call center

Debra Butts, Clarksville, TN Sep 2016 - Jan 2017

Office Manager

● Handled all in-office duties for a very busy Realtor’s office.

● Responsibilities included rent collections, leasing contracts, and showing properties.

● Call center

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