Experience

• 

  ContinuumCloud

  • United States

  • Technical Support Specialist II

    • Apr 2021 - Present
    • United States

    • Review incoming customer service requests, prioritize and assign appropriate resources, as needed, and follow requests through to resolution.• Provide technical support to end-users by answering technical questions, resolving reported issues, and properly capturing the reported issue for follow-up or escalation.• Document the step-by-step process for issue reproduction.• Troubleshoot reported incidents.• Generate written notifications and communications with customers in response to issues.• Maintain expert knowledge of the product to be able to perform issue triage, diagnosis, resolution, address any user errors, and effective escalation to upper tiers.• Manage Salesforce tickets in a timely manner.• Working knowledge of database concepts and the ability to generate troubleshooting SQL queries.

• 

  ScribeAmerica

  • Accounting Administrative Assistant

    • Jan 2021 - Apr 2021

    • Provide clerical assistance to the accounting department • Perform basic accounting functions • Answer phones and greeting customers • Provide quality customer service • Sort mail, prepare and send mail • Sort resumes and schedule interviews • Manage calendars to schedule appointments and meetings • Maintain spreadsheet, generate reports • Answering customer questions, providing information • Resolve client’s issues, research client accounts • Organize electronic files • Compiling, maintaining and updating client records • Event Planning • Make travel arrangements and generate itineraries • Operating office equipment including printers, copiers, fax machines and multimedia instruments

• 

  ClearOne Advantage

  • Administrative Settlement Support

    • Sep 2019 - Apr 2020

    • Ensure settlement accuracy, payout and document validity for all accounts enrolled into the program.• Review all settlement letters received from creditors, collection agencies, and law firms,• Confirm that account information is correct and pertinent to the respective client, including account numbers, client’s full name, current balance, settlement offer and payment method.• Confirm recorded authorizations from clients are scrutinized for consistency, adherence to company verbiage, and accuracy within the calculator.• Review all accounts for company policy adherence, including allowable settlement percentages, payment methods and detailed notes.

• 

  U.S. Department of Justice

  • Baltimore, Maryland Area

  • Administrative Clerk/IT Assistant

    • Nov 2011 - Jun 2019
    • Baltimore, Maryland Area

    •Researched, compiled, monitored, and maintained automated records for the Criminal and Civil case workload from initial referral to final disposition, including case file closure and storage•Provided project assistance to Records Manager, Deputy Administrative Office and Systems Manager•Recommend procedural and organizational tasks necessary for the initiation and successful completion of a project•Reviewed statistical information and report findings to Records Manager•Made corrections to statistical data and generate an updated report•Input court hours, program categories and other statistical information. •Searched case material and refer persons to the appropriate employee for assistance•Reconciled, monitor and maintain case tracking databases and review Court’s database•Prepared and submit required documentation for proper storage of archival files. Assemble and organize files for disposition to the Federal Records Center•Requested archival case documentation from the Federal Records Center•Analyze and prepare recurring monthly reports for attorneys and support staff•Maintained network account forms to ensure that user accounts were created using the correct templates in Active Directory•Forwarded requests to grant access to Lexis and Westlaw; ensured that all forms contained the appropriate signatures•Maintained an updated an inventory of PCs, mobile devices and user network accounts•Maintained property receipts for laptops and iPhones•Received telephone calls and visitors to the office•Notified staff members of visitors or incoming telephone calls•Took messages from, and giving messages to, visitors and callers when staff members are unavailable;•Responded to inquiries providing general information regarding office programs;•Produced a variety of written documents utilizing varied and advanced word processing software functions