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Wannetta
Wdejournett@icloud.com
904-866-9516
Jacksonville, FL 32205
Technology Support Representative
15 years experience W2
1
Recommendation
Average rating
112
Profile views
Summary

  • 9+ years of technical desktop support
  • 9+ years of customer service experience
  • Expert Microsoft Office skills
  • Outstanding verbal / written communication and presentation skills.
  • Impeccable ability to multitask
  • Completed ITIL, Security+ SharePoint Design and A+ training.
  • Technically literate and comfortable working with Internet
  • Ability to interpret processes and improve upon them
  • Active Security Clearance

Experience
Technology Support Representative
Information Technology
Oct 2015 - present
Jacksonville, FL
  • Respond and answer all inbound telephone calls and correspondence in a timely manner based on SLA's.
  • Supported various Vendor Management Software systems.
  • Work to meet all existing SLA's and work to improve overall process by recommending improvements to supervisor.
  • Research, document, and escalate Tier-1 and Tier-2 support requests to higher level support departments and or VMS partners, when necessary.
  • Use CRM system Salesforce for contact and case management.
  • Prepare client reports and presentations.
  • Author and maintain the customer support knowledge base, not limited to development of quick reference materials, frequently asked questions, troubleshooting guidelines, etc.
  • Perform multiple Break-out sessions (BOS) to help educate our global team members on process changes.
  • Performed and evaluated functional, integration, regression, UAT and system testing on SAP software.
Vendor Management System Testing Scala Salesforce Regression Testing
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Assistant Manager
Retail
Jul 2014 - Oct 2015
  • Provide excellent customer service throughout the customers sales journey.
  • Met and exceeded store sales goals (last ranked 5/28 in District).
  • Coach and counsel associates to ensure effective job performance.
  • Assist store leader in many administrative duties.
  • Trained 4 new employees since starting with the company.
  • Create reports as needed by district leader.
  • Preformed multiple store audits within district.
Customer Service Auditing Microsoft Excel Project Management
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Information Systems Specialist
Information Technology
Jul 2008 - Jul 2014
  • Responded to customer service requests forwarded through the Tier 1 & 2 Remedy Help Desk ticketing system and initiated contact with users resolving approximately 40 computer related issues daily.
  • Installed, deployed, maintained, troubleshoot, trained, and assisted the General Purpose User with Programs of Record and Commercial off the Shelf communications equipment, as appropriate, within the Tactical Operations Center (TOC), Command Post (CP), and vehicle platforms.
  • This includes information systems support and Army Battle Command System (BCS) (e.g., Command Post of the Future (CPOF), Maneuver Control System (MCS), Force XXI Battle Command Brigade and Below (FBCB2), Blue Force Tracker (BFT), etc.) Communications and Electronic (C&E) equipment (e.g., Joint Tactical Radio System (JTRS), Frequency Modulation (FM) systems, High Frequency (HF) systems, Tactical Satellite (TACSAT) systems, handheld and man-pack systems, etc.) Communications Security (COMSEC) devices (e.g., Automated Net Control Device (ANCD), Simple Key Loader (SKL), etc.) and telephone wire, Local Area Networks (LAN) and Routers, email, printers, desktop workstations, laptops, Cisco VoIP phones.
  • Installed, Operated, and Maintained Radio Retransmission (RETRANS) operations and performs Preventive Maintenance Checks and Services on assigned vehicles and power generators.
VoIP Customer Service Cisco BMC Remedy Routers
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References
Average Rating

0 recommendations
Computer Operator
Information Technology
Apr 2013 - Oct 2013
  • Enter commands in Linux and Windows operating systems, using computer terminal, activate controls on computer and peripheral equipment to integrate, operate and monitor equipment and supercomputing systems.
  • Notify system administrators or computer maintenance technicians of equipment malfunctions.
  • Utilize ticketing systems to report down systems and nodes.
  • Monitor supercomputing systems with over a total of 500 teraflops of information.
  • Check and secure server/computing rooms and keep a detailed security log.
  • Help support end-users and system administrators via phone and e-mail.
Windows Linux
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Shift Manager
Retail
Jan 2007 - Apr 2013
  • Supervised up to four associates in the restaurant through daily operations.
  • Trained all new employees coming to work at Quiznos, 12 in six years.
Project Management
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Edit Skills
Non-cloudteam Skill
Education
University of Maryland
Certifications
A+ training
Skills
Customer Service
2015
7
Project Management
2015
7
BMC Remedy
2014
6
Cisco
2014
6
Routers
2014
6
VoIP
2014
6
Auditing
2015
1
Microsoft Excel
2015
1
Regression Testing
2021
1
Salesforce
2021
1
Scala
2021
1
System Testing
2021
1
Vendor Management
2021
1
Desktop Support
0
1
ITIL
0
1
Linux
2013
1
Microsoft Office
0
1
MS SharePoint
0
1
Windows
2013
1