SHALISHA HICKS

Little Rock, AR adt09m@r.postjobfree.com 913-***-**** Linkedin.com/in/geekinheels

PROFESSIONAL SUMMARY

Versatile Support Specialist with 14 years of experience and a history of achievements in the field. Co-led a team of colleagues from various IT departments to improve the Disaster Recovery Plan and reduced both internal and external data breaches by 64.9%. Values teamwork over individual brilliance. Developing high-performing teams and collaborating cross-functionally to implement business initiatives, improve workflow efficiency, and decrease operating costs. Self-motivated to build strategic alliances and motivate others throughout project lifecycles.

SKILLS

Team leadership

IT Project management

CRM & Customer Service

HTML/CSS/DHCP

Data & firewall security

Technical documentation

Network configuration

Strategic Knowledge

Disaster recovery

Business operations & development

Virus monitoring

Product Knowledge

EXPERIENCE

REMOTE TECHNICAL SUPPORT ANALYST

THE ARISE PLATFORM SHERWOOD, AR

October 2022 – Present

Providing critical remote support for various Client Partners using escalation standards and quick judgment to resolve network issues by phone, email, or chat.

Carefully monitoring metrics to constantly look for improvement potential and a 35% increase in CSAT survey success rate.

Creating a positive client partner and end-user experience by working closely with QA, Sales, and Customer Service departments.

Identify and recommend enhanced plan maintenance strategies that remain flexible to organizational growth, change, and resource capabilities.

OPERATIONS MANAGER / SENIOR TECHNICAL CONSULTANT

GEEK IN HEELS Winston Salem, NC

January 2013 – September 2022

Provided quick support and solutions to customers, reaching a steady 98% CSAT score and 64% gross profit increase.

Amplified sales goals, training, and inventory standards to increase gross profits to $10K+ monthly from $3K.

Negotiated service contracts with B2B and B2G channels like the Dept of Homeland Security to provide exclusive hardware and software support.

Developed and implemented project plans, including scope, schedule, budget, and resources to ensure that projects were completed on time and within budget.

Decreased cost of parts purchasing by 70% by researching and purchasing parts from US manufacturers.

TECHNICAL SUPPORT ANALYST III

FERRELLGAS Winston Salem, NC

March 2014 – October 2018

Administered Tier 3 end-user support requests, upgrades, and network connectivity issues using Salesforce Remedyforce and Service Now remotely, in person, and on-call rotation.

Enhanced network disaster recovery plan for inclement weather seasons minimizing downtime and increasing network restoration to increase Customer Service IVR stability by 97%.

Spearheaded a complete overhaul of anti-virus software, firewall security infrastructure, and cyber security training to improve the network, ultimately improving firewall performance by 83% and becoming the Subject Matter Expert (SME).

Identified security and configuration vulnerabilities to compile weekly reporting to IT Security Team.

Authored technical documentation for malware, phishing, and whaling attack prevention, which helped reduce data breaches by 64.9%.

PHARMNET SOFTWARE ANALYST

ORACLE CERNER Kansas City, MO

August 2012 – February 2014

Supplied timely resolutions to software and hardware issues across 100 healthcare, surgical, and hospital facilities for Cerner's RxStation cart.

Guided system build assistance, CCL commands, issue resolution, and knowledge transfers to clients.

Collaborated with developers and engineers by splitting tasks into manageable units and debugged code, identified software defects, and created Enhance Requests or Change Requirements (CR) for the defects resulting in issue resolution to reduce days in backlog by 25%.

TECHNICAL CONSULTANT

SECURITY COVERAGE Kansas City, KS

May 2011 – July 2012

Decreased warranty repair turn-around time by 33% by collaborating with vendors to increase customer satisfaction.

Delivered diagnostics and repair for general to complex computer hardware and software issues.

Spearheaded weekly team-building exercises to increase morale and educate on stress management.

LEAD TECHNICAL CONSULTANT

SPRINT Kansas City, KS

September 2006 – May 2011

Directed, developed, and motivated Technical Consultants to meet aggressive company repair targets and sales quotas to place the store in the top ten for the region.

Reduced device exchange rate by 48.5% by repairing devices and promoting device upgrades.

Decreased support ticket time by 50%, improved tech repair ratings by 15%, and Increased device insurance add-ons to service plans by 47.1%.

Supported the transition of Sprint and Ericcson staff as Provisioning Specialist II by training Offshore Team members on the FCC Network Telephone Porting procedure to decrease training to go live by 50%.

EDUCATION

AAS in Computer Information Systems

Kansas City Kansas Community College

CERTIFICATIONS

Certification - CompTIA A+

Centriq Training

Leawood, KS

Notary Public

State of Arkansas

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