Data Analytics Customer Service

Lisa Redmond

Washington, DC ***************@*****.*** linkedin.com/in/Lisa-Redmond Data Analytics Portfolio

Recent graduate of an intensive Data Analytics program focused on developing skills in data preparation, processing, and analysis resulting in obtaining the Google Data Analytics certificate. Twenty Five years+ in the culinary field have led to developed skills in customer service, time management, teamwork and adhering to deadlines.

RELEVANT SKILLS

Data Analysis • Data Visualization • Data Cleansing • SQL

R Programming • RStudio • Excel Spreadsheets • Tableau • Data Collection

Metadata • Data Ethics • Communication • Customer Service • Time Management • Technical Troubleshooting

TCP/IP Communications • Windows & Linux Filesystems Navigation • Active Directory Services

Infrastructure Server Management • User Training & Support • Preventative Maintenance

Documentation & Reporting • Microsoft365 Deployment & Administration • Exchange Console (EAC)

Repairing Laptops, Cell phones & Printers • ServiceNow • NIST Compliance • BES

Wiping iOS devices • Factory resets • iCloud Restoration • Manage iOS Storage • Device Data Migration

Questioning/Decision Making • Multi-tasker • Deadline-Oriented • Organized • Google Sheets

EDUCATION

Merit America 08/2022/Coursera

Google Data Analytics Certificate

•Cultivated skills in the collection, transformation, and organization of data in order to draw conclusions, make predictions, and drive informed decision-making

•Completed hands-on labs and a capstone project (case study) to master the art and science of asking questions, preparing, processing, analyzing, visualizing, and acting on data as encountered in real-world scenarios

Merit America

Google IT Professional Certificate 06/2020/Coursera

Technical support: installing & configuring computer hardware, software, and networks

Computer networking: standard protocols for TCP/IP and network services (e.g., DNS)

Operating systems: creating users, groups, and permissions for account access & installing, configuring, and removing software on Windows and Linux operating systems

Systems administration: server management and user & information management

IT security: evaluating potential risks and utilizing encryption algorithms and technique

ByteBack 06/2016

CompTIA A+ Certificate CompTIA

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•Installed drivers

•Installed, replaced laptop screens

•Installed/uninstalled hard drives

•Installed/uninstalled RAM

•Installed OS

•Removed /changed expansion cards

•Loaded and configured software

•Replaced power supplies

Microsoft Office Specialist (MOS) 02/2014

PROFESSIONAL EXPERIENCE

Service Desk Technician 02/2023 to 02/2024

Edgeworth Economics, LLC Washington, DC

•Oversaw, monitored, and responded to Tier 1 & 2 service desk tickets using ServiceNow, via email, phone, Slack, in person and remotely across all office locations

•Escalated service desk tickets and issues to appropriate team members as needed

•Lead and assisted with employee onboarding/off boarding processes including employee desk set-up, new hire orientation, and account deactivation

•Assisted with office equipment and conference room set-up

•Assisted with hardware/software troubleshooting, including PCs, printers, laptops and mobile devices

•Added to and corrected knowledgebase article to make them relevant and helpful

•Maintained system documentation and IT standard operating procedures

•Maintained asset management system including physical and electronic IT inventory and change control

•Provided support to other IT Team members to ensure that all functions within the department are covered and all systems and processes continued to run smoothly

Office of Unified Communications 11/2020 to 10/2022

IT Help Desk Tier 1 Washington, DC

•Provide Tier 1 support for 911, MPD Dispatch and Fire/EMS applications and account inquiries, escalate to Tier II when necessary.

•Make a timely assessment of issues that may require escalation; escalate without undue delay. Inform users of status by making follow-up calls to determine problem resolution.

•Monitor IT Help Desk email, Remedy ticketing system for outage notifications.

•Check the IT Helpdesk email box for critical communications from client personnel that need immediate attention. Report outages to the Help Desk lead analyst and Manager.

•Update Help Desk team personnel of any outages, special exceptions or instructions, or any information and scenarios outside the normal scope of the Help Desk.

•Send out alerts regarding system outages.

•Monitor and report any issues that may impact the daily operations

•Multitask with speed and accuracy

•Support a wide array of systems, applications, and services spanning desktop operating systems (OSs), desktop and web-based applications, CAD and unified communications (Video Tele-Conferencing (VTC), Voice over IP (VOIP) phones, etc.).

•Troubleshoot, change passwords and provide access for productivity software suites such as Microsoft Office, SharePoint and custom software.

•Full time 40 hrs. a week

Cook 01/2019 to 03/2020

Fountains @ Washington House Arlington, VA

Prepared and served food for over 225 residents in our community daily

•Ensured all special dietary needs are met and food is modified by following detailed nutritional plans

•Followed the specially prepared menus and production sheets to maintain the highest possible quality and consistency

•Monitored and ensured compliance with all record keeping, food safety and risk management requirements

• Full time 40 hrs. a week

Help Desk Technician 08/2018 to 10/2018

Clear Connections, Inc. Beltsville, MD

•Facilitated remote assistance/troubleshooting with network security cameras, desktop and servers for over 30 clients

•Troubleshot biometric door entry, IP phones by remote assistance and collaboration with field techs

•Escalated tickets & dispatched field technicians when necessary using Tigerpaw software

•Remotely installed software for clients via RDP

•Reset network cameras using proprietary software

•Full time 40 hrs. a week

Help Desk Analyst – iPhone, iPad Refresh 04/2018 to 06/2018

Experis @ International Monetary Fund Washington, DC

•Installed software on Android & iOS devices. Installed & uninstalled apps & music via iTunes

•Performed factory reset, iCloud restoration, wiped iOS devices and set up new devices, back up/moving photos to the Cloud, managed iOS storage, reset Apple ID passwords

•Facilitated data migration, authenticated and authorized user devices using Active Directory

•Secured devices and company apps using MobileIron (MDM)

•Educated clients 1:1 on device usage such as resetting/changing passwords, navigating settings, and security

•Full time 40 hrs. a week

IT Audit Technician 12/2016 to 03/2018

Capital Assets IT Asset Recovery & Recycling Solutions Lanham, MD

•Tested laptops, tablets, cell phones, printers, servers, LCDs, monitors and TVs to determine if they were able to be refurbished for resale or recycled

•Installed or uninstalled RAM, removed or wiped HDDs, flash drives, SD cards and other storage media; replaced and reconnected wiring, remove BIOS passwords and other troubleshooting on devices

•Processed over 100 pieces daily, added to inventory by scanning asset tags and evaluating condition of equipment received

•Implemented data/hardware destruction and sent equipment to proper departments for resale

•Wiped, reset and installed software on iOS and Android devices to be sold as certified refurbished devices

•Full time 40 hrs. a week

Sous Chef/ Kosher Banquet Production 10/2010 to Present

Beth Shalom Synagogue Potomac, MD

•Adhered to strict rules and standards of Kosher cooking

•Served and cooked for 50 to 500 persons

•Cooked, assembled and garnished dishes according to contract, recipe and chef specifications

•Organized set up for buffet service

•On call position 0-15 hrs. a week

Cook I 12/2005 to Present

The Blair House/Guest House of The President of the United States of America Washington, DC

•Upheld professional standards for gourmet fine dining that caters to diplomats that are guests of The President of the United States of America.

•Served and cooked for 5 to 200 persons

•Sliced, cut, diced, chopped and cooked foods from scratch for consumption or as ingredients for dishes

•Garnished, cooked and assembled dishes according to guests’ sometimes strict specifications, contract, recipe and executive chef specifications for various diplomats and guests

•On call position 0 – 40 hrs. a week

Banquet Cook 10/1995 to 10/2005

Centerplate/NBSE @ Washington Convention Center Washington, DC

•Followed specifications for convention center that serves gourmet fine dining for banquet or buffet service; large, fast pace, volume production banquet kitchen

•Lead a team of 10 to complete a 3 course sit down gourmet dinner for 25,000; served and cooked for 5 to 25000 persons

•Performed kitchen setup, checked temperatures of refrigerators and freezers, set out utensils and turned on ovens, steamers, grills, fryers, broilers, and steam kettles

•Full time 40 hrs. a week

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