Technical Support Specialist with Analytics

JASMINE PEELE

Technical Support Specialist

Greenville, NC 470-***-**** **************@*****.*** Public Trust Security Clearance

SUMMARY

Highly organized and results-driven Technical Support Analyst with 7+ years of professional work experience delivering Tier 2 technical issue support, partner onboarding routines, and system error resolution in fast-paced financial services, federal, and healthcare environments. Expert at providing daily technical issue support, managing loan level issue diagnosis, and offering direct assistance via phone and video to external business partners and consumers. Proven ability to develop and implement standard training routines, maintain a professional web presence, and meet crucial deadlines requested by the business. A collaborative cross-functional liaison dedicated to detail-oriented multi-tasking, equity, and fostering an inclusive environment where every partner knows #UBelong.

CORE SKILLS

●Technical Issue Support: Daily Broker/Account Manager Technical Issue Support, Tier 2 Incident Resolution, Troubleshooting

●Partner & Onboarding Management: New TPO Partner Onboarding Routine, Business Partner Engagement, Consumer Relations

●System & Web Administration: Loan Level Issue Diagnosis, Error Resolution, TPO Web Presence Maintenance, Software Navigation

●Training & Collaboration: Standard Training Routine Development, Union University Liaison, Training Execution & Delivery

●Remote Support Tools: Direct Assistance (Phone/Video), ServiceNow, Salesforce, Remote Desktop Support, MS Office Suite

●Operational Execution: Crucial Deadline Compliance, High Attention to Detail, Multi-Tasking, Fast-Paced Environments

●Security & Compliance: Public Trust Security Clearance, CompTIA Security+ (In Progress), System Data Accuracy

PROFESSIONAL EXPERIENCE

Workforce Management & Staffing Specialist ECU Health Greenville, NC

December 2025 – Present

●Support operational workforce systems within a high-volume healthcare environment, successfully managing multiple tasks and crucial deadlines routinely.

●Maintain timely and accurate information regarding platform system data to ensure absolute accuracy and continuity across web presence channels.

●Act as a cross-functional liaison with department leadership and multiple stakeholders to identify operational challenges and execute process improvements.

●Provide comprehensive technical issue support and direct assistance to internal partners working within a professional, fast-paced environment.

EHR Helpdesk Specialist / Tier 2 Technical Support MAXIMUS Federal Services

July 2021 – May 2025

●Delivered daily technical issue support for system users and third-party partners, resolving complex application concerns in strict alignment with SLA targets.

●Provided direct assistance via phone and video to perform root-cause loan level style issue diagnosis and ensure rapid system error resolution.

●Enhanced and executed standard onboarding routines for new business partners, streamlining account lifecycle provisioning and user access setup.

●Served as a technical liaison to ensure user training needs were properly executed and delivered, helping implement standard training routines.

●Managed, logged, and tracked high-priority incidents through ServiceNow with strong attention to detail and thorough documentation.

●Maintained a 97% customer satisfaction rating by dealing directly with consumers and business partners in a high-volume, performance-driven environment.

Technical Support Specialist LPL Financial

November 2020 – March 2021

●Provided daily technical issue support for enterprise applications and software access issues within a fast-paced financial services environment.

●Diagnosed complex software access issues and coordinated directly with engineering teams to meet crucial deadlines requested by management.

●Maintained detailed technical records, system documentation, and user access workflows with high attention to detail.

●Dealt directly with business partners to troubleshoot platform errors, minimizing system delays and ensuring data accuracy.

Technical Support Claims Specialist Allstate Insurance

September 2019 – November 2020

●Managed high-volume technical service cases using ServiceNow and Salesforce, dealing directly with consumers and corporate business partners.

●Investigated system-related user issues, providing structured data verification and accurate account level error resolution.

●Multi-tasked effectively across multiple tracking tools to resolve partner inquiries and meet tight internal deadlines routinely.

●Delivered clear, professional communication via direct phone and video support, achieving a 97% customer satisfaction score.

Help Desk Support Technician CompuCom

April 2019 – July 2019

●Provided frontline technical issue support for hardware, software navigation, and partner system access-related inquiries.

●Logged and tracked support incidents through ticketing systems to ensure all platform data remained accurate and timely.

●Assisted new users with remote troubleshooting, application navigation support, and system onboarding routines.

EDUCATION

●High School Diploma (or Equivalent)

●Cybersecurity Technical Training

CERTIFICATIONS

●CompTIA Security+ (In Progress)

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