Technical Support Representative

ASHLEY MARIE HICKMAN

Boone, North Carolina 828-***-**** ************@*****.***

linkedin.com/in/ash-hickman

SUMMARY OF QUALIFICATIONS

●Recent graduate of a competitive and rigorous IT Support program offered by Merit America.

●7+ years of customer service experience. Thorough and effective communicator. Creative problem-solver with a passion for learning that produces practical and compelling results.

RELEVANT SKILLS

●Microsoft Office 365, Technical Support & Troubleshooting, Ticketing Systems, User Training & Support

●Operating Systems Installation, Software Installation & Configuration

●Customer Service, Time Management Skills, Ability to Work Independently, Communication Skills

EDUCATION

Merit America Online

Google IT Support Professional Certificate June 2022

●IT skills developed: troubleshooting, customer service, networking, operating systems, systems administration, security (aligns with updated CompTIA A+ certification objectives)

●Completed hands-on technical coursework covering Microsoft 365, Excel, Windows 10, ServiceNow ticketing system, fundamental cloud concepts, PC maintenance and performance

Appalachian State University Boone, NC

93 Credits towards Bachelor’s of Science, Political Science May 2018

Paul Mitchell the School Gastonia, NC

Completed the Cosmetology Program & received NC Cosmetology License March 2019-February 2020

PROFESSIONAL EXPERIENCE

Lotus Counseling Services PLLC Remote

Administrative Assistant December 2021-present

●Successfully optimized scheduling, website, business email, and phone by transitioning business operations fully to Google Workspace and trained business owner on operations

●Communicates with current & future clients via phone, email, and online business listings

●Manages all social media pages and advertising methods, such as Psychology Today and Google

●Files & negotiates claims with major insurance companies, with a 98% claim acceptance rate

●Trained employer to operate Telehealth software and retained more clients for online-only services

Sally Beauty Supply Boone, NC

Assistant Store Manager July 2016-October 2017

●Assigned employees duties to best meet needs of the store

●Managed and maintained store inventory and ordering

●Trained new hires on POS system and key sales tactics

●Promoted from Team Lead to Assistant Store Manager within 5 months

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Alter EGO Style House of Raleigh Raleigh, NC

Apprentice, Junior Level One Stylist February 2020-September 2021

●Completed an apprenticeship under two master stylist within six months

●Maintained a five-star rating by my clients throughout the duration of my employment

●Successfully built my own full clientele using marketing and social media techniques

●Worked for a time at the front desk, scheduling appointments and using salon software daily

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