Software Data Entry

Melissa Whitlock

************@*****.***

*** ****** *** ** ********, GA 30064

770-***-****

EDUCATION

Clayton State University

Morrow, GA

Paralegal Certificate, ABA Approved Program

May 2015

Paralegal Coursework: Legal Research and Writing, Civil & Criminal Litigation, Computers in the Law, Real Estate Law, Family Law, Intellectual Property

Augusta State University

Augusta, GA

Bachelor of Science in Chemistry

May 2011

Bachelor of Arts in Political Science

Minor in History

PROFESSIONAL EXPERIENCE

Cloud 9 Software

Kennesaw, GA

Tier II Technical Support Representative

February 2020 - Current

-Assist Tier I team members with advanced troubleshooting and/or escalation cases

-Take ownership of ticket items and ensure resolution to customer’s satisfaction

-Curate department knowledge base

Pediatric Dentistry Care Team Member

February 2019

-Serve team as a subject matter expert for Pediatric Dentistry Software

-Work with new clients to provide follow up training and ease transition to new software

Tier I Technical Support Representative

August 2017

-Establish a strong rapport with clients while providing the appropriate technical and product information.

-Work with development team to research issues and implementing fixes

-Trained new staff members and acted as a mentor to new support representatives.

-Used remote connection software to troubleshoot user issues.

-Assisted in regression testing for new updates and provided feedback about customer experience.

-Troubleshooting printers, scanners, x-ray machines.

Columbia County Board of Education

Augusta, GA

Human Resources Information Specialist

August 2015 – February 2017

-Worked with technology partners to coordinate and automate data entry required to meet regulations from Affordable Care Act

-Primary point of contact for troubleshooting and assistance for all human resources software including absence management software, electronic form routing, document archive, GaDOE evaluation platform

-Handled FMLA paperwork verifying eligibility and communicated with employees regarding their rights and responsibilities under FMLA

City of Atlanta Office of the Public Defender

Atlanta, GA

Paralegal Intern

January – May 2015

-Built a database to compile and track client information in Microsoft Excel and analyzed the data using pivot tables

-Performed legal research using LexisNexis specifically with regards to the juvenile code

-Interviewed clients, made client folders and researched prior offenses using CourtView

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