ASHLEY HEAGS

Shawnee Ks

913-***-****

SKILLS

Troubleshooting Software Help desk analyst Hardware Desktop Imaging Networking Migrations

CRM Costumer Service Windows Apple Service Now Admin Salesforce WORK EXPERIENCE

Help Desk Analyst III

Carmax - contractor

June 2022 – November 2022

• Imaging and other technical diagnosis of hardware software and networking issues.

• Head of analytics team

• Data management based my analysis team

• Assisting employees by troubleshooting issues tier 3 level

• Admin in service now to monitor the ticket flow and track common issues for preventive measures

• Head of updating service now knowledge base articles by creating, editing, merging, or ending them based what tier I users were searching including the key words used and what the needs were from my analysis.

• Active Directory Admin to handle adding and removing users and other common daily tasks

• Asset management to account for new users being set up or users being removed E-Commerce Support/ Website Admin

TVH Parts Co.

February 2021 – August 2021

• Provide high-level technical support for site related issues and requests

• Diagnose and work to resolve and troubleshoot various technical issues

• Assist new customers with e-commerce site set up

• Resolve e-commerce site related issues for internal and external customers

• Perform data analysis of website usage and security analysis

• Administration of Website WebAds

• Maintain and follow up on the enhancement list for the e-commerce site

• Assist account holders and end users with resolutions

• Data management and analysis of data to create reports Help Desk II (Contract)

UnitedLex

January 2021 – February 2021

• Client and internal Trouble Ticket and Change Request acceptance

• Working with in high demand users

• Closure of level 1 tickets, proactive status monitoring against client agreed SLAs, escalation, and closure

• Managed Helpdesk workflow, answer queries

• Assisted employees with software and hardware troubleshooting Help Desk Analyst II (Contract)

Sprint

March 2020 – June 2020

• Provided technical support to customers on operational or maintenance aspects of system equipment

• Diagnosed mechanical, hardware, software, and systems failures, using established procedures

• Internal and Remote Support for Employees

• Escalated technical issues

Help Desk II

Spring Venture Group

March 2019 – September 2019

• Executive Support – On call assistance for immediate resolutions

• Assisted Employees with troubleshooting and solving complex issues related to computers, laptops, phones, audio visual equipment, projectors.

• Active Directory and complete setup for Employees to include imaging asset management and break/fix issues.

Salesforce Data Admin Specialist

Epiq

December 2018 – March 2019

• Data Analyst – Assist daily w/ data implantation for projects while working with a team of Developers and Admins.

• Salesforce Admin – updating data and accounts within the scope of each project group. Help Desk IT Specialist

Dine Brands Global

July 2018 – December 2018

• Assisted end-users with troubleshooting and solving complex issues

• Helped with repairs and updates needed to run daily functions through remote tools. Business Development Specialist

Automotive Industry

October 2017 – May 2018

• Assisted Employees with troubleshooting

• BDC Consultant – CRM and processes implementations. Dealer Performance Specialist

Xtime (Cox Auto)

July 2016 – January 2017

• Automotive consultant

• Account and Customer Retention

• B2B Consulting and Advising

• Technical Background

• Training and Relationship building

Certified Technical Support Specialist – CRM/Team Lead VinSolutions (Cox Auto)

Feb 2012 – Jul 2016

• Customer Service and Retention Specialist w/ 5 + years of experience with High Profile Accounts

• Website Support, Marketing / Campaign Support, Account Admin and Website Admin, Account Specialist, ftp handling, data entry and many other areas of expertise

• Setting Requirements Author / Documented Building Custom Report Specialist

• Salesforce.com user

Level II Tech Support Rep

• Automotive Software CRM Subject Matter Expert (SME)

• Support, Customer Service, Heat Issues, Troubleshooting, CRM, Lead Management & ADF XML, Processes, Email (routing and Troubleshooting), Monitored Calls, Campaigns, Reporting, Data, Inventory, Lead Routing, Service, FTP, Account Management, User & Admin Functions. Website Implementation Consultant

• Website Support, Implementation, Project Management, Agile Approach, Consulting and Advising Best Business Practices, DNS routing, Website Admin. Experience with CMS platform and Responsive sites.

• CMS – Responsive Website Admin.

EDUCATION

Information Technology

BYU Pathway Worldwide

2020 – 2022

• Working on certs & back in technology and development

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