Business Intelligence Independent Contractor

Created with

Jessica Butler

*************@*****.*** +1-757-***-**** LinkedIn Linktr.ee GovContractHQ @sologeniusco Current role Independent Contractor with Nexrep at NexRep LLC and Online Business Owner/Founder/CEO at Moxie Genius

Experience Retail, eCommerce, B2C, B2B, Enterprise, Networking, Business Intelligence, Office, Sales, Product, Procurement, Governme... Technologies Citrix, macOS, Windows, Spring, GSuite, MailChimp, Canva, Zapier, ClickUp, iOS, Slack, Android, Active Directory, Service... The coolest side project I've built is...

Published Author, created blogs,

working on creating app

• Perform office and management duties

• Perform hiring, firing, and managing of employees

• Manage marketing, bookkeeping, payroll, and advertising functions

• Research the industry market and kept abreast of new trends

• Https://www.freelancer.com/u/jbutlergenius1

• Upwork

• Https://www.upwork.com/freelancers/~01f1740d973a44e46c?viewMode=1

• Fiverr

• Https://www.fiverr.com/basicgenius?up_rollout=true#!

• Guru

• Https://www.guru.com/freelancers/jessica-butler

• Contra

• Https://contra.com/jessica_butler_rpi3p8mv

Work experience

Independent Contractor with Nexrep, NexRep LLC Oct 2023 - Present (6m) Citrix

• Provided virtual healthcare services in telemedicine and telehealth at Teladoc Health. Online Business Owner/Founder/CEO, Moxie Genius Dec 2022 - Present (1y 4m) Moxie Genius eCommerce Retail

Retail · eCommerce

• Oversee the daily operations of the business

Freelance, Basic Business Freelance Dec 2022 - Present (1y 4m) B2C · B2B · Enterprise · Networking · Business Intelligence macOS Windows

• Freelancer

Created with

• Affiliate Marketing

• Digital marketing (SEO, PPC, Social Media Marketing)

• Email marketing (Mailchimp, Klaviyo)

• Inventory management and fulfillment

• Customer service and support

• Business strategy and planning

• Data analysis and reporting

• Team management and leadership

• Manage administrative and customer support functions

• Offer information technology consulting services

• Handles Product Procurement and Supply Chain Management tasks

• Technical Support for

• Provide customer service or Tech Support for Intuit Income Tax Services clients/customers that are having trouble with the tax programs

• Resolve customer inquiries by phone, chat or email

• Ensure the customer has the tools and knowledge they need to run their business

• Properly document customer call notes in system using multiple screens of data

• Utilize customer service skills, basic sales techniques, and product knowledge to connect customers with the right product and drive sales

• Maintain knowledge of various store departments, perform shipping and receiving duties Online Business Owner/Founder/CEO, Genius Hive LLC Jul 2022 - Present (1y 9m) Find the Genius Inside You Online Genius Hives

B2C · B2B · Office · eCommerce · Sales · Product · Procurement Spring Windows GSuite MailChimp Canva Zapier ClickUp

• E-commerce, Dropshipping platform management (Shopify, Ecwid, Storenvy, etc.) Business Owner/Founder/CEO, JessGenius LLC Mar 2022 - Present (2y 1m) Technology, Products, Services, and Solutions

B2C · B2B · Enterprise · Governments · Procurement

• Deliver Technical services, Products and Solutions to clients needing technology support for business operations

Independent Contractor @ Liveops, Liveops Agent Services LLC Mar 2022 - Present (2y 1m)

• Intuit TurboTax

Nike Voice Athlete, Nike with LiveOps Mar 2022 - Present (2y 1m) iOS Windows Slack Citrix

• Use knowledge of Nike products and services to give consumers what they need to connect, train, and compete with the knowledge to achieve their goals

Patient Assistance Program (PAP) Counselor, RegaloRX with Liveops Mar 2022 - Present (2y 1m)

• Function in a multi-disciplinary team and provide education about specific program services offered for a specific pharmaceutical product

Created with

• Answer inbound calls, engage with patients to place orders and provide guidance relating to Program eligibility

• Conduct benefit verification, maintain compliance with Company call center policies

• Complete various special projects as required

• Provide exceptional IT Service Desk support, guidance and training to end-users for various IT devices, applications or processes

• Record, Update and Escalate Support issues to the next level in a timely manner

• Work with our internal IT Teams on system testing, integration and maintenance.

• Engage IT business tools to support business users and internal IT

• Seek, Suggest, Evaluate and implement process and Technology improvements.

• Willing to learn & grow in other IT Business areas.

• Advance technical support for in-house applications and development

• Answer technical support calls providing and escalating to other support group.

• Provide support based on email generated requests or reports.

• Document troubleshooting steps and detailed description of the customer incidents and requests.

• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.

• Support all IT onboarding activities for end-users

• Work with our internal IT Teams on system testing, integration and maintenance.

• Engage IT business tools to support business users and internal IT

• Seek, Suggest, Evaluate and implement process and Technology improvements.

• Willing to learn & grow in other IT Business areas.

• Advance technical support for in-house applications and development

• Answer technical support calls providing and escalating to other support group.

• Provide support based on email generated requests or reports.

• Document troubleshooting steps and detailed description of the customer incidents and requests.

• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.

• Interact with Over 60,000 Clients in Branches, Corporate Environments, and Remote Locations. Hardware Includes: 12K Desktops, 19K Laptops, 12K Printers, 12K Thin Clients, 550 Tablets, and 150 Apple PCs

• Modify and Update Passwords for Network, Mainframe, and Remote Access Logins Create and escalate tickets to hSTI teams and for manages workstations applications and accounts.

• Resolves issues with Branch and Blended Branch Equipment and Branch Programs such as Client Central, Enterprise Teller PC Teller, Thin Client, Branch Capture, Printer, and Validators.

• Support Workstation Hardware Failure, Mobile Device Email(mobileiron), VPNs, other LOBs Through Front Line Diagnosis

• Resolve issue with printer mapping (office and remote) and Microsoft Office Toshiba and Lexmark printer. Cedars-Sinai / Huntington Hospital Technical Service Desk, NTT DATA Services (formerly Dell Services) / Next Level Business Services, Inc. May 2022 - Jun 2022 (1m)

• General L1 support for hardware and MS Office packages Truist / IT Support Specialist/Analyst, Artech Information Systems, LLC Sep 2021 - Mar 2022 (6m) macOS Android Citrix Active Directory ServiceNow

• Truist Service Desk/ Network Control HelpDesk

Created with

• Resolve issue with VDI (Virtual Machine), Citrix, VMware, Jabber, IP phone support.

• Remote-in to workstations for workstation compliance; confirm if a workstation is still on the hBBT domain; use scripts to resolve issues.

• Used NCHD /TSD Portal message board for current issues, updates on projects, messaging for help from floor-support or other coworkers.

• Active Directory - Look up users and computers, unlock / reset network passwords, verify home drive and user's membership, etc

• Unlock/Reset Mainframe password (BlueZone & Document Direct) -Rocket BlueZone Mainframe Display

• RSA Console Unlock to reset pins for RSA tokens, create emergency tokens and resynchronize RSA tokens verify authentication

• Merger (MOE) globally trained: Skype for Business ; SIP login issues; migration outlook and skype; Identity Portal. hSTI Active Directory, hSTI Director, hSTI AppSense, hSTI RSA Console. hSTI Retrieve hSTI WSID, Access Request System, hSTI Citrix,Citrix XenApp, hSTI SNOW, DevZone.

• Sold Asurion Home+ tech protection.

• Communicate company policies and procedures to customers.

• Meet metrics for call measurements and sales goals; receive feedback/coaching/training from the management team including Trainers, Quality Analysts, etc.

• Utilize call center technology to input, track, and report customer issues.

• Navigate company software programs, use web-based search engines, and troubleshoot customer issues.

• Escalate calls outside the scope to appropriate tier of customer service support.

• Understand the latest bugs and solutions in newly released hardware and/or operating systems to provide exceptional, knowledgeable service.

• Drive to improve performance and exceed goals to maximize earning potential.

• Resolved configuration and troubleshooting issues for Mac and Windows users during Adobe IT Orientation

• Delivered technical support to clients through Slack and BlueJeans platforms

• Identified, duplicated, and resolved end-user support issues for Adobe systems and collaboration tools

• Investigate and decision daily incoming claims using multiple systems and tools

• Resolve differences; answer service requests and inquiries received from various channels.

• Manage customer's accounts as appropriate, process charge backs, credit or debit, and update customer regarding pending claims.

• Researches and resolves other general customer account inquiries as appropriate.

• Ensure that all cases are resolved in compliance with industry regulations and bank procedures, integrity levels of the department's case management system and financial controls.

• Bank of America’s Customer Protection Team (Risk Tier 2)

• Risk Pilot Agent High risk factor accounts and identity theft Technical Support and Sales Representative, Asurion, AT&T ProTech May 2021 - Jul 2021 (2m)

• Troubleshoot technical issues for our customers personal devices; evaluate concerns and issues, identify and deploy solutions, and help customers with troubleshooting steps. Adobe Project: End User Onboarding/ Helpdesk Engineer / Lead I - Cloud Infrastructure Services, UST Global / Golden Five LLC

Feb 2021 - Feb 2021 (1m)

• Managed Adobe IT Onboarding for Americas and EMEA regions Prepaid Claims Analyst / Bank of America COVID 19 Project, TTEC/Teletech Apr 2020 - Feb 2021 (10m)

• Bank of America’s Claims Analyst (Prepaid Claims Initiation Tier 2) Created with

• Handles more complex and/or escalated customer situations regarding possible fraudulent account activity.

• Complete inbound and outbound calls and take appropriate action based on complex transaction characteristics or account changes.

• Research and resolution of fraudulent activity and service support

• Bank of America’s Customer Protection Team (Fraud)

• Track and monitor the bank’s transactions and activity that comes through the customers’ accounts.

• Identify and trace any suspicious or high-risk transactions, determine if there is improper activity involved, and determine if there is any risk to the bank or its customers.

• Determine existing fraud trends by analyzing accounts and transaction patterns.

• Resolve queued transactions within the service level agreements to reduce potential revenue losses.

• Reviews customer accounts for possible fraudulent account activity.

• Complete inbound calls and take appropriate action based on transaction characteristics of greater complexity.

• Assesses the level of risk and makes decisions which directly impact the customer experience and risk to Bank of America.

• Analyze accounts and customer situations that may require differentiated treatment or specialized resolution.

• Experience is gained through training, following established procedures and guidelines and research utilizing multiple systems and tools.

• Bank of America’s Client Service Representatives

• Process of customers’ requests (i.e. credit card payments, transfers within accounts, setting up online banking access, credit or debit card activation, etc.)

• Navigate through multiple applications and tools to understand policy / procedures, gain clarity on various products / services and research and resolve issues with client accounts

• Display passion, commitment and deliver an experience that improves our customers’ financial lives.

• Manage risk by accurately authenticating customers, fully adhering to policy / procedures and proactively identifying and escalating potential risks.

• Provide customers with clear, complete and accurate responses to their questions and inquiries at point of call.

• Effectively educate, promote and guide customers through our online and mobile self-service capabilities at every opportunity.

• Work with Liberty Tax’s franchisee's ticketing system, phone, and remote assistance applications to resolve issues and answer questions in a timely and professional manner.

• Initial installation and configuration of desktops and peripherals

• Support software and hardware installations, configuration and troubleshooting of workgroup networks, broadband ISP connections, and Liberty Tax Service proprietary applications.

• Support various support projects, analyze customer problems and formulate plans of resolution.

• Proactively look for ways to improve processes, operations, and the customer experience

• Document incidents thoroughly and accurately.

• Responsible for the secure processing and communication of customer’s personal financial information and identity

Tier 1 Seasonal Technical Support Representative, JTH Tax Inc. (Liberty Tax Service) Nov 2019 - Jan 2020 (2m)

• Support services for our franchisees and corporate-owned locations ( ZeeNet, Fuze software, Drake Software, Fusion Tax, Phoenix Tax)

Created with

• Executed PC re-imaging and data migration tasks for system installs and bare computers.

• Configured kiosk computers by transferring data from old to new systems in collaboration with end users.

• Resolved incident tickets efficiently using ServiceNow ticketing system.

• Deployed software to users through SCCM imaging processes.

• Handle consultations and escalations from Technical Support Advisors (Tier 1)

• Demonstrate the appropriate level of ownership & perform all troubleshooting within scope of support to resolve customer's issues.

• Acting Supervisor, empowered to makes decisions advocating for the customer like, customer satisfactions

(cs) codes, appeasements, support exceptions and dispatch service exceptions.

• Handle consultations from Customer Relations (CR), Executive Relations (ER), Geniuses, Public Relations, and Telesales

• Utilize tools from the Here to Help Palette on every customer interaction.

• Resolve financially sensitive technical issues, such as the customer-replacement unit (CRU) process. Safety escalations and EFFA captures

• Adhere to required metrics (CSAT, AHT, Issue Resolution, ACW etc.)

• Make outbound calls to follow up on written escalations and maintaining all commitments made to customers.

• Maintain knowledge of products & technical ability

• Responsible for maintaining an awareness of potential product issues and their potential effect on Apple's business.

• Analyze and troubleshoot hardware and software issues with iPhone, iPad, and all Mac computers in timely manner.

• Tier 1 Technical Support iOS / CPU Support for Mac and iOS devices

• · Analyze and troubleshoot hardware and software issues with iPhone, iPad, and all Mac computers in timely manner.

• · Enhance customer experience utilizing Here to Help model / assessing customer communication style.

• · Successfully meets required metrics (AHT, CSAT, ACW etc.)

• · Consistently recognized on Peak Performers list for my org; H2H 3A’a and performance metrics (AHT, ACW)

• · Provide iCloud support (account storage issues, find my iPhone app, contacts and calendar syncing, etc.)

• Resolve Account Security issues like apple id password resets, activation locks, minor iTunes Store login and purchase issues.

• Educate customers about AppleCare Protection plan for software hardware coverage

• Assist customer with new user setup / system upgrades for all devices iOS / CPU.

• Basic support for iWork (Pages, Numbers, Keynote) and iPhoto applications

• Resolve issues with all OSX Applications (Messages, Mail, Safari, Boot Camp, Time Machine, etc.)

• Resolve issues with, Internet connectivity; Apple Id /Account Security; ITunes sync issues; Accessories

(displays, keyboards, mice), etc.

Desktop Support IBM/Anthem, Artech Information Systems LLC Aug 2019 - Nov 2019 (3m)

• Performed Windows 10 upgrade support as part of the Special Project Call Center White Glove initiative. AppleCare AHA iOS Tier 2 / Mac+ / Beats Tier 2, Apple Inc. Aug 2014 - Jun 2019 (4y 10m)

• Tier 2 iOS Helpdesk / Senior Advisor

Technical Support Representative, Canon I.T.S, Jul 2013 - Aug 2014 (1y 1m)

• Provided Tier 1 Technical Support for Multifunction Printer inquiries. Created with

• Handled inbound telephone inquiries from customers regarding hardware and software issues with Canon printers.

• Resolved various printer issues including wireless networking, software installation, hardware setup, error codes, mobile device integration, faxing, etc.

• Analyzed Windows OS problems such as printer driver errors, updates, scanning issues, registry problems, print spooler errors, and Canon software malfunctions.

• Followed established policies for handling customer situations involving warranty exchanges, repair services, Canon Loyalty Program, and ASF facilities.

• Contributed to product testing and evaluation activities.

• Maintained call logs in CRM application to track and report recurring issues for resolution.

• Tier 1 Technical Support/ Sales Support

• Resolved service related issues related to Cox products including but not limited to, analog and digital video, DVRs, HD, Cox High Speed Internet and Cox Digital Telephone by directing customers through a series of troubleshooting steps.

• Educated customer on customer owned equipment such as PC, TVs, VCRs, etc. Educates customer on use of browser, use of email, changing passwords and other member services features.

• Guided customers through standard processes such as; reinstalling anti- virus software, resolving modem issues, TCP/IP settings for internet access; mail server verification for email credentials, etc.

• Effectively used troubleshooting tools such as EdgeHealth, Homecert, Inav; ICOMS, KIQ; EMTT to track trends and large customer database.

• Resolved problems on the first call with a minimum of transfers, truck rolls or Test Desk tickets by consistently improving personal technical knowledge and understanding.

• Referred customers to Tier 2 or Test Desk in cases in which the attempts to resolve the service issue were not successful.

• When necessary, scheduled a service visit at the customer's convenience.

• Transitionally sold additional Cox products to customers meeting quota and metrics

• Resolved questions/concerns effectively and efficiently thought the use of active listening and personalizing techniques based on the customer’s needs.

• Provided basic applications and technical analysis, procurement system workflow assistance, and routine data administration and manipulation.

• Triage advanced incoming calls to software programmers

• Provided telephone and email support requests made by end-user customers regarding

• Application functionality and performance; access and/or diagnosis all problems.

• Interacted with end-user to document information about system issues.

• Logged and acknowledged all incoming calls (incidents) into call tracking system and relevant diagnostic information related to user issues.

• Escalated unresolved incidents to higher-level Software Support Analysts.

• Instructed, guided, and assisted users with "quick fixes" in reference to system issues; recommending common actions/solutions to correct problems.

• Assisted with procurement system workflow issues

• Performed basic application technical analysis

Technical Support Representative, Cox Communications, Jan 2012 - Mar 2013 (1y 2m)

• Awarded: “The Big Kahuna Award 2012 Highest Productivity, Technical Support “ AASBS/RBA Helpdesk Analyst, Techflow (ISS) Division Jun 2011 - Jan 2012 (7m)

• Tier 1 Support- Frontline Support and Registration Services Created with

• Provided end of Government’s fiscal year (FY) services

• Sold all products and services

• Meet all sales objectives.

• Handled all administrative aspects of the sale including: completing customer contracts and warranties, pulling products from inventory, accepting customer payments and filing the completed orders.

• Maintained strong knowledge of all Company products, accessories, pricing plans, promotions, and service features.

• Knowledgeable of competitive offers and provide critical market feedback to the Store Manager regarding local competition and product/service needs.

• Handled service inquiries from customers.

• Provided efficient, courteous customer service and assistance in all aspects of product offerings and services.

• Provided fast, friendly service by actively seeking out and engaging customers assessing their needs and providing assistance.

• Maintained HP product knowledge of printers, laptops, PCs, and other associated vendors like AMD.

• Successfully greeted and qualify customers, recommended and closed sales.

• Uphold the merchandising for HP products.

• Performed in-store scenario-based demonstrations to customers.

• Described features and benefits of products.

• Facilitated in-aisle training to sales reps in assigned stores.

• Ensured client product sales through customer interactions and demos.

• Identified client needs and provided service solutions by troubleshooting computers and devices.

• Contributed to in-store sales, upgrades, and services.

• Focused on minimizing customer returns/exchanges by conducting product inspections.

• Proficiently handled STAR transactions including paperwork, service orders, and product shipping/receiving.

• Recognized for efficiently resolving complex technical issues through strong troubleshooting abilities.

• Analyzed customer problems to develop resolutions and prevent escalation of issues.

• Utilized DTMax applications to maintain databases efficiently.

• Thoroughly documented customer issues with accurate information and resolutions.

• Communicated significant issues to supervisors for prompt action.

• Identified opportunities for process improvement and enhancing customer experience proactively. Retail Sales Consultant, AT&T Oct 2010 - Jun 2011 (8m)

• Customer Facing Direct Sales Support

Hewlett Packard (HP) Account Sales Representative (ASR), Market Source, Jul 2010 - Nov 2010 (4m)

• Customer Service & Soft Sales Support:

Counter Intelligence Agent (CIA), BestBuy GeekSquad, Jul 2008 - Jun 2010 (1y 11m)

• Performed computer repairs, upgrades, installations, and provided customer support in-person and over the phone.

Online Customer Support Representative, Liberty Tax Service Jan 2008 - May 2008 (4m)

• Provided efficient online support using an issue tracker to resolve client issues via the online messaging center, showcasing strong multitasking skills.

Created with

• Promoted and sold company products and services to customers effectively.

• Established rapport with customers to enhance their experience and aimed for first call resolution consistently.

• Oversaw store shift operations and managed labor allocation effectively.

• Assigned roles to team members for efficient operations.

• Handled escalated customer issues with prompt resolution.

• Conducted training and performance evaluations for employees.

• Achieved outstanding scores on company's "Mystery Shopper" evaluations. Customer Service Representative, Alltel Wireless Jan 2007 - Mar 2007 (2m)

• Resolved customer billing and equipment issues, made adjustments, answered inquiries, and provided account support.

Certified Swing Manager, McDonalds Restaurants Jul 1998 - Nov 2006 (8y 4m)

• Professionally trained in financial management, including handling deposits and safe control. Education

Norfolk State University

Computer Science Major

ITT Technical Institute Mar 2008 - Mar 2010 (2y)

Assocites Associate of Applied Science Degree in Information Technology / Information Systems Administration

• Information Systems Administration, Information Technology, Business Systems Admin, Networking Snippets

Agency Owner/Founder/ CEO

Green Energy Solutions : TeslaCoil Ventures Solutions AgencyGreen Energy Solutions : TeslaCoil Ventures Solutions Agency TeslaCoil Ventures Solutions Agency · Self-employedTeslaCoil Ventures Solutions Agency · Self-employed 2024 - Present

Green Energy Solutions TeslaCoil Ventures Solutions Agency TeslaCoil Ventures Solutions Agency is committed to pioneering IoT solutions that transform buildings into intelligent, energy-efficient, and sustainable spaces.

Agency Owner/Founder/ CEO

Blockchain Integration Solutions Agency: The Node Group Blockchain Integration Solutions Agency: The Node Group The Node Group · Self-employedThe Node Group · Self-employed 2024 - Present · Blockchain Integration Solutions Agency. The Node Group The Node Group aims to become the trusted partner for businesses navigating the complexities of blockchain integration. Blogosphere about.me

Insightful Reads: Explore Our Blogoshpere

Created with

GPTHub bio.site

GPTHub: Your Gateway to Intelligent Conversations and Creative Solutions The coolest side project I've built is...

Published Author, created blogs, working on creating app Interests

Technology Innovation Business

More about me

Contact this candidate