Technical Support Specialist

• Apr 2023 - Present

Desktop Technician II

• Aug 2022 - Apr 2023

Service Desk Technician

• Feb 2022 - Jul 2022

Currently holding Secret Clearance for the DoD Recognized for my performance in training and beyond, and as a result, was placed into training for multiple additional departments. Consistently maintained 80-90% first-call resolution. Cross-trained in the email/voicemail department, where I provided technical support for tickets opened or updated by the user. Frequently worked within additional departments, where I fulfilled work request orders and software and license migrations. Received recognition from users every month in response to post-call evaluation surveys. Opened new, and updated existing tickets via a ticketing system, closing approximately 30 tickets a day, and escalated to the appropriate work groups as necessary. Determined the functional area of the problem being reported, e.g. hardware, software, telecommunications, and provided detailed analysis of the problem. Determined if equipment is warranted and arranged appropriate resolution under warranty. Troubleshoot software and hardware enhancements, application deployments and infrastructure upgrades. Proficient in supporting the Office 365 Suite. Show less

Customer Service Representative - Remote

• Dec 2021 - Feb 2022

• Familiar with Cisco AnyConnect VPN setup process. • Assist other classmates and my trainer with their technical problems, including troubleshooting VPN connectivity issues, two-factor authentication transfer, troubles pertaining to Facets, and proprietary applications in a Windows 10 environment. • Quickly seek out information in Procedures and Methods to answer Provider queries. • Transitioned from having very limited knowledge about the medical insurance industry to being top performer in my training class, in a matter of 2 weeks. • Consistently work with 10+ programs simultaneously while assisting providers with their health insurance questions. • Recognized multiple times by top tiers of upper management for consistently high test scores Show less

Executive Personal Assistant

• Jul 2021 - Dec 2021

• Support CEO and other C level executives with their Windows and Mac devices, including file conversions from one format to another, in Mac OS, iOS, and Windows 10 environments. • Spearhead the creation of bi-weekly expense and budget reports, using Office 365 and Google Workspace, to provide the CEO with the most up-to-date business information. • Organized multiple sources of information into the creation of training manuals, to be dispersed to branch offices in four states. • Researched new payroll companies, provided my recommendation, then oversaw the transition and implementation to Paycom as the new payroll processor for the entire company. • When expected to research and find the best businesses, specialists, travel arrangements, and more, I consistently went above and beyond to exceed expectations, in spite of receiving incomplete information. • Received recognition from Boise's top developer, Larry Leasure, for my work ethic, organizational skills, and ability to achieve results. Show less

Owner and Marketing Manager

• Sep 2016 - Jul 2021

• Built hundreds of unique custom-to-order furniture pieces, using a picture or written description for reference, in order to produce each customer's vision. • Progressed from having no experience in building or using tools to having the ability to replicate furniture from high-end manufacturers. • Built an online presence to set myself apart as the premier custom furniture manufacturer in the Treasure Valley. • Maintained a strict schedule to complete orders within a specific time-frame, and worked with clients to schedule on-site installations. Show less

Administrative Assistant

• Oct 2012 - Jul 2013

• Procured hardware and prepped conference rooms and breakout rooms for quarterly trainings and exams. • Set up and operated A/V equipment for promotional videos, meetings, and other company functions. • Proactively reorganized the file room for all employee and purchasing documents, to make the information more readily available. • Sorted, filed, and documented records pertaining to multiple county offices. • Procured hardware and prepped conference rooms and breakout rooms for quarterly trainings and exams. • Set up and operated A/V equipment for promotional videos, meetings, and other company functions. • Proactively reorganized the file room for all employee and purchasing documents, to make the information more readily available. • Sorted, filed, and documented records pertaining to multiple county offices.

Office Manager

• Oct 2011 - Oct 2012

• Promoted twice within my first 4 months, from Sales Associate to Account Manager to Office Manager. • Completed 6-week intensive training, including PC components, specs, basic troubleshooting, and configuration. Training was ongoing with each new product that was introduced. • Single-handedly completed onboarding for multiple new-hire classes for 100+ employees as Office Manager, including formatting and reimaging desktop computers, and attaching each one to the domain. • Assisted Sales Associates with troubleshooting their own PC's, as well as understanding the inner components of new systems, in an effort to upsell custom orders. • Designed promotional posters using Microsoft Publisher and printed them using an enterprise class large format printer. • Worked with Corporate IT team to replace faulty hardware as needed. • Responsible for asset tagging and tracking devices for over 300 employees. Show less

Program Manager

• Jan 2010 - Oct 2011

• Worked within a split Windows/Mac environment, utilizing virtualization software. • Audited customer accounts to determine accuracy and differentiate authentic from fraudulent activity, in order to minimize financial loss. • Respond to customers and other internal departments, resolving a variety of questions and concerns. • Authored corporate emails to be sent to thousands of customers nightly. • Maintained highest customer satisfaction ratings amongst my peers, resulting in placement of foremost contact for inbound consumer calls in the corporate office. Show less