Shanice Wells

Statesboro, GA *****

ad4x90@r.postjobfree.com

+1-912-***-****

To find a career with opportunities for continued growth and advancement Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

IT Help Desk Support Technician

Apple Inc.

July 2020 to August 2022

• Installing and configuring computer hardware, software, systems, networks, printers, and scanners.

• Monitoring and maintaining computer systems and networks such as Microsoft 365

• Responding in a timely manner to service issues and requests.

• Providing technical support across the company

• Troubleshooting iOS system/ implement software updates

• Proficient in Zendesk and Jira ticketing systems/ respond and analyze incoming tickets from clients

• Troubleshooting password resets for third party Microsoft office 365 accounts

• Heavy use of Windows and Mac OS devices

• Perform remote troubleshooting through diagnostic techniques using Bomgar software and pertinent questions

• Responsible for opening and closing service requests; manage classification of requests; assigning and tracking of requests, and completion of requests

• Create rules for ticket routing and manage tasks between multiple departments.

(Tier 2) It Help Desk Support/Remote

Solid State Operations - Boise, ID

February 2019 to June 2020

• Install and configure hardware and software

• Respond to tickets in accordance with SLA guidelines

• Record, track, and document the help desk request problem solving process including actions taken through to the final resolution

• Respond in timely manner to requests and issues

• Repair and replace equipment as needed

• Provide onsite and remote support to end users

• Assist in AV setups as needed for meetings

• Assist new hire training for basic IT needs.

• Set up new workstations for users (deploying equipment, checking over account setups).

• Heavy use of Windows and Mac OS devices

• Ability to work in Active Directory

• Understanding of Cisco Meraki

• Test new technology

• Create documentation for staff for training purposes

• Resolve Tier 1 support tickets

Microsoft Office Specialist

MCI Careers - Savannah, GA

September 2018 to February 2019

• perform a number of Word tasks, such as creating and managing documents, formatting text, paragraphs and sections, creating tables and lists, applying references and inserting and formatting objects.

• To monitor and respond to email communication

• assists clients with any issues involving their computer hardware, communications software, or computer applications such a Microsoft 365. This includes responding to customers, determining the cause of computing issues, and fixing technical problems

• Manage Help Desk tickets through Zendesk software PCA Personal Care Assistant

coURAGEOUS HOME CARE - Macon, GA

June 2013 to August 2018

• Perform routine cleaning of the facility and living spaces.

• Assist with medication.

• Help patients with physical activities.

• Provide first aid as needed for minor injuries.

• Assist patients with bathing and other care.

• Prepare and deliver meals.

• Help patients perform physical therapy as needed. Education

Associate's degree in Healthcare Information Technology and Systems Ultimate Medical Academy-Clearwater - Clearwater, FL October 2019 to March 2021

Certificate in Customer Service and Computer Technology Central Georgia Technical College - Macon, GA

2013

Skills

• Direct Support

• Customer Support

• CSR

• Customer Care

• Customer Service

• Security

• Office Management

• Medical Records

• Insurance Verification

• Accounts Receivable

• Analysis skills (4 years)

• Communication skills

Certifications and Licenses

Crisis Prevention Intervention

May 2018 to May 2019

Fire Safety

Safe Serv certified

Present

Assessments

Call Center Customer Service — Highly Proficient

April 2019

Measures a candidate's ability to demonstrate customer service skills in a call center setting. Full results: Highly Proficient

Customer Focus & Orientation — Completed

April 2019

Measures a candidate's ability to respond to customer situations with sensitivity. Full results: Completed

Verbal Communication — Familiar

April 2019

Measures a candidate's ability to effectively convey information when speaking. Full results: Familiar

Electronic Medical Records: Best Practices — Completed April 2019

Knowledge of EMR data, associated privacy regulations, and best practices for EMR use. Full results: Completed

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

• Skills

• Professional and friendly

• Cash handling and Multi-tasking

• WPM 60

• Computer proficiency.

• Familiarity with office machines (e.g. fax, printer etc.)

• Knowledge of office management and basic bookkeeping

Contact this candidate