ADONIKKA JAMISON
Clinton,MD
Summary
Experienced IT Customer Care Center Coordinator leading a team of 5 technicians. Technical expert in planning and coordinating ServiceNow workloads, ticket management, and various hardware/software/operating system tasks. Proficient in reviewing, revising, and creating SOPs. Skilled in resolving complex customer issues and technology-based problems. Extensive knowledge of Active Directory, MDM/Intune, Microsoft Enterprise ID, and Endpoint management tools. Certified in Google Data Analytics, CompTIA A+, and ITIL v3 foundation. Effective communicator delivering technical information to diverse audiences. Adept at training technicians and customers on new technology or procedures. Highly rated for innovative problem-solving abilities, fast-learning skills, self-motivation, and delivering top-quality service in fast-paced team environments.
Overview
25
25
years of professional experience
1
1
Certification
Work History
IT Support Coordinator
Centers For Disease Control and Prevention
10.2004 - Current
- I am the ServiceNow Liaison and Campus Coordinator for a team of IT support technicians including 5 on-site and 2 in a remote office. My team, including myself, closes over 4,000 ServiceNow Incidents annually. We consistently meet or exceed the prescribed service level agreement (SLA) 98.29% of the time. As Subject Matter Expert for many of our applications and hardware, I personally complete 25.01% or more of the workload, closing roughly 900 or more tickets annually. Additionally, 98.27% of all tickets I close, meet or exceed SLA with no instances of customer complaints. This is achieved by working closely with the customer and inquiring about whether I have satisfied all of their needs prior to closing.
- I routinely work with ServiceNow developers to add and refine modules in use in our organization, this consists of developing/providing workflows and conducting user acceptance testing (UAT) for changes and enhancements to ensure employees know how to use the product and to invoke buy-in for change.
- I provide training to technicians on the use of Servicenow as well as our organization’s procedures.
- I review, edit, and maintain the operating procedures for our unit.
- I manage our workload, monitoring tickets and staffing levels. I monitor PowerBi Dashboards to track asset deployment, detect system issues such as missing patches or noncompliance.
- I have personally trained 3 new hires in the past year and ensured they are up to speed on all of our policies and procedures, the organization’s strategic plan, mission and values.
- As the Subject Matter Expert on a variety of applications, I provide technical assistance, and written instructions to achieve system-wide alignment and improve system security and operational reliability.
- I lead my team in quarterly information virtual sharing sessions for our customers to introduce and demo new software or build skills as well as in-person walk up support sessions (genius bar). The walk up support sessions result in immediate assistance with issues customers otherwise may have put off to avoid waiting in the service queue or otherwise interrupting their workday. These sessions provide an allotted time on a given day for a customer to just drop in to our service center in person or join the virtual support and ask any technical support question they may have.
IT Specialist
National Center for Health Statistics
09.2002 - 10.2004
- Installed, troubleshoot, and upgraded IBM compatible PCs, software, external hardware/devices and peripherals.
- Provided support for the Microsoft Office, Windows, and various other software applications in use by the organization.
- Answered, log, and assign Helpdesk calls according to documented procedures as needed.
- Met with IT staff to obtain or relay information regarding center-wide purchases, procedural changes, and any relevant information regarding the IT infrastructure as a whole. Served as Property Custodial Officer by monitoring property transfer, acquisition, and or removal for the division. Provides reports on the status and location of Division property, surpluses property as needed.
Office Automation Assistant
National Center for Health Statistics
06.2000 - 09.2002
- Installed, troubleshoot, and upgraded IBM compatible PCs, software, external hardware/devices and peripherals.
- Provided support for the Microsoft Office, Windows, and various other software applications in use by the organization.
- Answered, logged, and assigned Helpdesk calls according to documented procedures as needed.
- Met with IT staff to obtain or relay information regarding center-wide purchases, procedural changes, and any relevant information regarding the IT infrastructure as a whole.
- Served as Property Custodial Officer by monitoring property transfer, acquisition, and or removal for the division. Provides reports on the status and location of Division property, surpluses property as needed.
Skills
- Project management
- Appointment scheduling
- Data entry
- Documentation and recordkeeping
- Schedule management
- Report preparation
- Attention to detail
- Team collaboration
- Verbal and written communication
- Workload management
- Office inventory management
- Employee development
- Information requests
- Multitasking and organization
- Customer service management
- Support services
- Customer service
- Performance improvement
- Team leadership
- Staff development and training
- Handling complaints
- Policy and procedure modification
- Hardware installation
- Remote desktop support
- Operating system support
- Help desk support
- Ticketing system experience
- Mobile device management
- Asset management
- Active Directory management
- Printer support
- End-user training
- ITIL processes
- Incident management
- System configuration
- Application support
- Advanced troubleshooting
- Technical support
- Software installation
- Issue troubleshooting
- Technical issues analysis
- User credential management
- Videoconferencing
- Customer service expert
- Staff education and training
- Active listening
- Windows 10
- Windows 11
- SLA monitoring and compliance
- Service support
- Technical troubleshooting
- Analytical thinking
- Technical documents comprehension
- Mobile device management
- User guidance
- ITIL framework
- IT asset management
- Problem management
- Service level management
- Business analysis
- User acceptance testing
- User requirements
- Microsoft desktop applications
- Version control
- Software and hardware updates
- Teamwork and collaboration
- Problem-solving
- Multitasking
- Organizational skills
- Excellent communication
- Adaptability and flexibility
- Decision-making
- Team building
- Task prioritization
- Self motivation
- Written communication
- Data analysis
- Agile methodologies
- Professional demeanor
- Problem-solving aptitude
Certification
- Comptia A+ 2002
- ITIL V3 foundation Certification 2010
- Agile Best Practices for Tech Leaders: The SCRUM Framework completed 2023-10-04
- Agile Best Practices for Tech Leaders: Agile Frameworks Completed 2023-09-26
- Agile Best Practices for Tech Leaders: User Centered-Design and Agile Completed 2023-09-21
- Agile Best Practices for Tech Leaders: Business Value Completed 2023-09-21
- Agile Best Practices for Tech Leaders: Organizational Agile Completed 2023-09-21
- Agile Best Practices for Tech Leaders: Core Concepts Complete 2023-09-20
- I have secured a great number of microsoft achievement badges pertaining to Azure Data transformation, Power Bi, and data engineering Please see transcript https://learn.microsoft.com/enus/users/jamisonadonikkadccocoocoio-5811/transcript/7k5mlbg124lq1xk
- I earned certificate of completion and PowerBi Pro Badge from CDC’s Enterprise Data Analytics and Visualization Training Academy. Completed mentorship program with a Data Engineer to continue to build my skills in DataVisualization, which can be put to use in any role for trending and data-driven decision making.
- I have completed Coursera’s Google Data Analyst certification.
Timeline
IT Support Coordinator
Centers For Disease Control and Prevention
10.2004 - Current
IT Specialist
National Center for Health Statistics
09.2002 - 10.2004
Office Automation Assistant
National Center for Health Statistics
06.2000 - 09.2002
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