Data Entry Work-From-Home Specialist

JESSICA STANLEY

C: 804-***-****

************@*******.***

PROFESSIONAL SUMMARY

Application Support Specialist III with 7+ years of experience supporting 50,000+ clients and 400+ internal employees, advancing from call center representative to enterprise application support leader. Led Abbott’s Zendesk implementation, manages P1/P2 incident response, and partners with Engineering and DevOps to strengthen enterprise application reliability.

PROFESSIONAL CERTIFICATIONS

Agile and Scrum Essentials Certification • TechCanvass IIBA Endorsed Education Provider • 11/2023

Zendesk Administrator • 02/2026

TECHNICAL SKILLS

Support Platforms

Zendesk Administration

Microsoft 365

Azure AD / Entra

Automation & Data

Power Automate

SQL

Dashboards & Reporting

Operations

RCA

Incident Management

Process Improvement

CORE STRENGTHS

Product & Application Support

Product support

Enterprise applications

Application administration

Technical troubleshooting

Service Delivery & Process

Service delivery

Process optimization

Workflow design

Escalation management

Documentation & Agile

Technical documentation

Agile practices

Knowledge management

Requirements translation

WORK HISTORY

Application Support Specialist III • Abbott Toxicology – E-Screen Richmond, VA • May 2026 to Current • Led Enterprise Zendesk implementation supporting 400+ employees from planning through adoption, including workflow design, documentation structure, and team readiness. Own high-priority incident response and post-incident reviews while partnering with Engineering, Infrastructure, Identity Management, and Product teams to support production stability. Drive process improvements that strengthen support operations, standardized documentation across 5 support teams, and create more reliable enterprise application support practices.

Projects/Accomplishments:

Led Zendesk implementation, including support workflow design, SLA configuration, ticket forms, automations, dashboards, reporting, and agent permissions.

Trained 400+ employees across multiple teams on Zendesk processes and supported adoption across the organization.

Redesigned incident management workflows to improve escalation handling, documentation, and response consistency.

Leadership:

Selected to lead the Zendesk implementation based on demonstrated leadership, strong organizational skills, and recognized ability to guide change.

Appointed Lead Incident Manager for consistent follow-through, organizational strength, and ability to drive progress and process improvement.

Additional Application Support Experience

Application Support Specialist II • Abbott Toxicology – E-Screen Richmond, VA • October 2023 to May 2026 • Supported administration, maintenance, and troubleshooting for organizational information systems, helping ensure reliable application performance and timely user issue resolution. Partnered with users and senior support staff to investigate incidents, document findings, and escalate system issues when needed.

Application Support Specialist I • Abbott Toxicology – E-Screen Richmond, VA • May 2022 to October 2023 • Provided front-line technical and application support for end users, including hardware setup, system operation questions, ticket documentation, troubleshooting, and initial severity assessment for application, software, and data issues. Monitored service desk queues, supported application installs, escalated issues to IT support teams, and earned promotion to Specialist II in October 2023.

Client Services Team Lead • Abbott Toxicology – E-Screen Richmond, VA • September 2020 to May 2022 • Led a team of 14 phone agents, supported quality and compliance monitoring, facilitated team updates and policy communication, trained new hires, and assisted agents during live client interactions.

Client Services Representative • Abbott Toxicology – E-Screen Richmond, VA • July 2019 to September 2020 • Delivered professional customer support in a high-volume call center, handled client requests by phone, fax, and email, researched and resolved service issues, and supported supply orders and collection-site inquiries.

Appointment Coordinator • Harbor Point Behavioral Health Center Portsmouth, VA • October 2018 to 2019 • Coordinated medical appointments for residents, verified insurance and billing information, completed follow-up documentation, and managed transportation scheduling. Provided front desk support, communicated schedules with leadership, and contributed to the Service Excellence Committee by helping coordinate events and morale-building activities for residents and staff.

Pharmacy Operations Experience • Family Care Pharmacy / Food Lion Pharmacy Williamsburg and Quinton, VA • January 2009 to October 2018 • Processed prescription orders, refills, insurance claims, prior authorizations, and billing tasks while maintaining accuracy, regulatory awareness, and patient-focused service. Supported long-term care pharmacy operations, answered customer inquiries, and helped supervise daily workflow within a small team.

EDUCATION

High School Diploma • New Kent High School New Kent, VA • 2004

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