Support Analyst and Service Operations Specialist
Resume:
**** *** ** **, **********, DC *****
**********@*****.***
Michaela Maria Bailey
SKILLS
Dedicated Support Analyst with 2 years of experience in incident triage, user access support, and SLA compliance. Proficient in Windows 10/11, Active Directory, Jira, and Salesforce, with a strong background in Al-assisted review and geospatial tools. Eager to leverage problem-solving skills and commitment to prompt issue resolution to provide exceptional end-user support.
EXPERIENCE
SoundThinking Inc, Washington, DC — Service Operations Specialist
JUNE 2025 - PRESENT
●Analyzed event details, internal criteria, and operational guidelines to review, triage, and reclassify incidents
● Escalated unresolved incidents to Tier 2 and Tier 3 support while meticulously documenting case and incident information
● Provided support for account and access-related issues, encompassing password resets, access assistance, and user account administration
● Monitored incident queues and workflows to ensure Service Level Agreement (SLA) compliance and prompt issue resolution
● Utilized Al-assisted review, internal systems, and geospatial tools to validate event details and aid operational response
● Managed tickets, documented findings, and supported workflow compliance across Jira, Salesforce, and internal platforms
HomeHelpers HomeCare, Virginia — Community Relations Manger
October 2023 - June 2025
●Maintained HIPAA-compliant CRM records, client information, and internal documentation
● Tracked outreach activities, referral data, and administrative reporting using Excel
● Facilitated client communication, follow-up actions, and daily office coordination
● Developed social media and promotional content to bolster community outreach and engagement
EDUCATION
Germanna Community College, Fredericksburg Virginia — Cybersecurity, A.A.S
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