IT Support Specialist with Customer Focus and Deployment Expertise

Theodore, AL ***** 251-***-**** ; *****.************@*****.***

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JESSICA Willingham

PROFESSIONAL SUMMARY

Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Solution focused PC support specialist providing technical support client and companies. Adept at motivating self and others, 4+ years expertise in a fast pace environment. Insightful, results driven IT professional with a broad range of hands-on experience.

Data Migration

PC Deploys

PC Builds

Zendesk ticketing

Jira Dev Ops

Active Directory

Troubleshooting

MS Windows 7/8/10/11

Peripheral Configurations

B2B

CRM

Remote

Microsoft

Exchange

C++

Java

WORK HISTORY

Corner Stone Solutions

Remote account analyst 2025 to current

Checking validity & credentials over accounts credited online in specific geographic areas for its integrity and legality. Financial, Biometrics, identification, IP locations and duplicates, data mining, and foreign exchange for monetary gain. I basically go through codes and accounts and ping locations and shut it down.

BANK TELLER 03/2022 to 2025

Synovus Bank, Daphne, AL

Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.

Processed customer transactions promptly, minimizing wait times.

Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.

Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.

Identify customer needs and offer new products and services,

Reconciled cash drawer and resolved discrepancies.

Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.

Educated customers on use of banking website and mobile apps.

IT SUPPORT SPECIALIST 08/2015 to 12/2021

Gulf Distributing, Mobile, AL

Resond via email, chat, phone, various ticketing systems based on the level of need, to manage and process support actions and requests.

Created help desk tickets, troubleshoot,, and resolve desktop, laptop, printer, software, new hardware,

User issues.

Provided Tier 2 IT support to non-technical internal users through desk side support services.

Determined hardware and network system issues using proactive troubleshooting techniques.

Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.

Worked with other IT Specialist on companywide initiatives including updating to windows 10 and office 365. Acquisitions on other corporate companies.

Routinely recommended improvements to my supervisor where I identified cost and time saving opportunities,

Worked with "JIRA" Ticket system, thats for coding mostly, responding to Internal Customers by phone, email, and the internal ticketing system.

Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.

Managed backup and recovery of data assets to safeguard system availability.

Updated software to safeguard against security flaws.

IT SUPPORT SPECIALIST 02/2008 to 07/2015

Televox Software, Mobile, AL

Analyze FoxPro bridge codes to determine account eligibility for Phase 1 migration.

Migrating customers from FoxPro based House Calls system to the new .NET/C#-based Healthy

World platform. (Proprietary software)

Created documentation for Best Practices and integration checklists using flowcharts and

instructional memos that were implemented company wide.

Train and mentor new hires.

Troubleshoot customer accounts, TSYNC, Healthy world, and Value accounts.

Uses regular expressions to capture/manipulate text in a formatted data file. Using C++ and

HTML to upload.

Troubleshoot character length issues & inactive hyperlinks.

BANK TELLER 07/2004 to 01/2008

Regions Bank, Theodore, AL

Responsible for balancing cash drawer and cash limits.

Accurately processing routine transactions for customers, such as deposits, withdrawals, cash checks, loan payments, and cashier checks.

Display integrity and customer satisfaction that reflects positively on the company.

Resolving all customer banking issues.

Meet all company goals, sell products beneficial to customers and make referrals including cross selling.

EDUCATION

University of South Alabama, Mobile, AL

Bachelor of Science, Information Technology, 05/2015

James H. Faulkner State Community College, Bay Minette, AL

Associate of Applied Science, Network and System Administration, 05/2013

References

Dan Jacobs, Senior System Administrator 517-***-****

Dray Stallworth, Senior Implementation Supervisor 251-***-****

Miranda Brown, Electronic Specialist 251-***-****

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