Technical Support Information Technology

Janet K. Sherman

Laurel, MD 918-***-**** *****.********@*****.***

Professional Summary I have a strong background in technical support and document management, excelling in roles such as DocuSign Analyst and Technical Advisor for AppleCare. My expertise includes streamlining document operations, providing comprehensive technical support, and troubleshooting complex issues. I hold an MBA in Business Administration and a Bachelor's degree in Computer Information Systems Security. Proficient in tools such as DocuSign and Microsoft Office, I specialize in creating customized documents and training materials. My proactive problem-solving abilities and technical proficiency enable me to deliver top-tier support and contribute effectively to organizational goals.

Experience

AvalonBay Communities, Inc. DocuSign Analyst 2023-2024

• Managing a comprehensive clause library, overseeing the administration of DocuSign CLM and eSignature processes to ensure efficient document delivery.

• Streamline document operations by consolidating templates and employing xPath coding to create customized documents for legal approval and lease agreements.

• Playing a pivotal role in document workflow creation and testing, utilizing project management skills to optimize operational efficiency.

• Coordinating closely with diverse stakeholder groups to gather and integrate document requirements and feedback, ensuring alignment with organizational standards.

• Facilitating electronic requests for document modifications and conducted rigorous testing within the CLM platform to uphold document integrity and functionality. AvalonBay Communities, Inc Computer Support Specialist 2016-2023

• Provided prompt resolution of application and technical support issues to internal employees, leveraging telephone and electronic communication channels such as email, instant messaging, and ticketing systems.

• Developed comprehensive learning materials including FAQs, job aids, quick reference guides, and multimedia visual aids, ensuring clear and effective distribution to enhance employee productivity.

• Maintained and troubleshooted Multifactor Authentication systems, ensuring secure access and compliance with organizational security protocols.

• Supported and resolved issues within Windows 10 and Office 365 environments, utilizing troubleshooting skills to optimize system performance and user experience. Kelly Services Senior Technical Advisor MAC+ for AppleCare 2015-2016

• Troubleshoots simple to complex issues, adapts to a variety of skill levels through a positive, analytical, and informative approach.

• Demonstrates strong systematic skills; works with Apple Engineers with various disciplines to troubleshoot complex system-level issues.

Kelly Services CPU/iOS Technical Advisor for AppleCare 2014-2015

• Provides initial service for English-speaking countries with support for all Mac and iOS devices; iMac, Mac Mini, Mac Pro, MacBook Pro, iPhones, iPads & iPods including iCloud and Apple ID account support.

• Educates customers about Apple’s support options, online tools, and self-help or tutorial training resources. Kelly Services iOS Technical Advisor for AppleCare June 2014-Sept 2014

• Provides initial service for English-speaking countries with support for all iOS devices; iPhones, iPads & iPods including iCloud and Apple ID account support.

• Educates customers about Apple’s support options, online tools, and self-help or tutorial training resources. Education

Strayer University-Graduate School, MBA Master’s Degree 2019 Major: Business Administration

ITT Technical Institute, Bachelor’s of Science 2012 Major: Computer Information Systems Security

Skills & abilitiesSkills & abilities

DocuSign

User Documentation

Knowledge Management

Research Skills

Content Management

Higher Education

Documentation Review

Template Creation and Management

Skilled multi-tasker

Xpath

Cross-functional Collaborations

Microsoft Office

Medical Terminology

Medical Coding

Highly detail oriented

Document Creation

Training Material

Canva

Adobe Creative Cloud

JIRA

Slack

CLM Management

eSignature

Problem solving

Time Management

Writing

Copy Editing

Tier 1 and Tier 2 Help Desk Support

Service-Level Agreements

Organizational skills

Analytical skills

Networking

Online Help

Technical Proficiency

Interpersonal skills

Critical Thinking

Computer Security

Active Directory

Interests

Cooking large meals for family, playing video games with my teenagers, listening to a good audio book, taking a long walk on the forest trail, playing with my cats (one black tabby and one tuxedo).

Contact this candidate