Adreann Marsh
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
9
9
years of professional experience
1
1
Certification
Work History
HelpDesk Tier II Support
AvMC, G6 Services
07.2023 - Current
- Configured and installed new PCs, installation of needed peripherals and software, and physical attachment of PC to network
- Familiarity with ticketing systems such as Jira.
- Reduced downtime for users by promptly troubleshooting and diagnosing software and hardware problems.
- Improved team performance by collaborating with coworkers to share knowledge and develop best practices for issue resolution.
- Boosted end-user productivity through effective remote assistance using various tools such as Remote Desktop and VPN connections.
- Provided after-hours support to ensure continuous IT service availability during critical business periods or outages.
- Tested new software and hardware prior to deployment.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
Housing & Residence Life, Marketing Coordinator/Admin
Fayetteville State University
07.2022 - 12.2023
- Provided prompt responses to users for problem resolutions
- Implemented and maintained network standards and guidelines whenever updates were implemented
- Prepared and generates housing and student eligibility reports using tools in Microsoft Office 365, SharePoint and OneNote
- Troubleshoot local issues among students on campus
- Implemented marketing promotional campaigns for the university based on events in the local area
- Prepared reports based on school’s analytical data in an easy-to-read format
- Handled office tasks, answering multi-phone lines and emails
- Worked with over 1500 students to solve customer queries
- Established relationships with the local community and undertaking activities that comply with the company's corporate social responsibility programs.
- Increased customer engagement through the creation of compelling social media content and strategies.
- Strengthened relationships with key stakeholders by coordinating cross-functional promotional events.
- Coordinated with design and media teams to develop high-quality creative assets.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Managed relationships with external vendors and contractors to acquire mutually benefiting contracts and successful project delivery.
HelpDesk Support
Missile Defense Agency (MDA)
11.2022 - 06.2023
- Provided direct customer service and technical support to users as required via phone, email, online systems, and in person to help resolve customer complaints and queries
- Diagnosed and resolved a range of software, hardware, and connectivity issues while delivering technical training on hardware/software to end-users
- Familiarity with ticketing systems such as Remedy
- Answered estimated 50-100 inbound calls daily.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Provided after-hours support to ensure continuous IT service availability during critical business periods or outages.
Admissions, Administrative Assistant
Fayetteville State University
01.2018 - 07.2022
- Provided direct customer service and technical support to users as required via phone, email, online systems, and in person to help resolve customer complaints and queries
- Provided prompt responses to users for problem resolutions
- Implemented and maintained network standards and guidelines whenever updates were implemented
- Enhanced student experience with prompt and professional communication regarding their application status, ensuring timely responses to inquiries.
- Streamlined admissions process by implementing efficient administrative procedures and reducing paperwork redundancies.
- Maintained accurate applicant records in database management system, ensuring data integrity and confidentiality for all prospective students.
- Organized campus tours for prospective students and families, showcasing school facilities and answering questions about programs offered.
- Developed strong rapport with applicants through personalized follow-up communications via phone calls or emails, fostering a welcoming environment at the institution.
- Prepared and generates student eligibility reports using tools in Microsoft Office 365, Admission Pros, Tango and Banner/Ellucian 9; prepared reports based on school’s analytical data in an easy-to-read format
- Troubleshoot local issues among students on campus
- Handled office tasks, answering multi-phone lines and emails
- Worked with over 1500 students to solve customer queries
- Established relationships with the local community and undertaking activities that comply with the company's corporate social responsibility programs.
Apple Tier I Technical Support Specialist
Transcom
03.2021 - 12.2021
- Use of remote technology to assist customers
- Able to research and grasp technical information across multiple tools while talking with customers
- Able to self-manage and work independently or with a team in a fast-paced, constantly changing environment
- IOS, Smartphone, Tablet, PC or Mac experience
- Diagnosed and resolved a range of software, hardware, and connectivity issues while delivering technical training on hardware/software to end-users
- Familiarity with ticketing systems such as Remedy or Core.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Documented support interactions for future reference.
- Resolved 100-300 technical support inquiries per day.
Inventory Specialist
Citizens Health Solutions Formally Known As Management Health Solutions
12.2015 - 01.2018
- Organized company inventory, stocks and equipment across all facilities in the United States
- Played a vital role with inventory and accountability of various critical hospital equipment and products
- Oversee building maintenance, cleanliness, and motivating and encouraged team members
- Worked to ensure standards of hygiene are maintained in the hospital
- Implemented, and instilled teamwork to complete a team mission
- Adhered to, company policies, procedures, and ethics
- Proficient in inventory software (H.I.T.S).
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
- Trained new employees on proper procedures, boosting their ability to contribute effectively as part of the team.
- Participated in annual physical inventories to verify accuracy of records and identify any discrepancies that needed correction.
- Ensured compliance with regulations concerning hazardous materials storage, contributing to a safe working environment.
- Completed stock inventories to identify and address issues negatively impacting controls.
Customer Service Advisor
OnStar, Convergys
08.2015 - 12.2016
- Developed new business relationship with customers who needed instructions which led to customer service on a daily basis
- Received phone messages via On-Star and followed up with customers complaints or issues to ensure safety
- Built and cultivated relationships by initiating communications and conducting follow-ups with customer concerns
- Answered estimated 300 inbound calls daily and helped to assist with the work-related calls.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Streamlined call handling processes for increased efficiency and reduced wait times.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Bachelors of Science - Computer Science
Western Governor’s University
02.2024
Bachelor of Arts - Graphic Design
University of North Carolina at Charlotte
04.2014
Skills
- System Administration
- Remote Support
- Mac/Apple Systems
- Teamwork and Collaboration
- Time Management
- Critical Thinking
- Attention to Detail
- Customer Service
- Microsoft Windows and Office
- Issue and Resolution Tracking
- Ticket Management
- Desktop Troubleshooting
Certification
- CompTIA Security+ Certified
- IAT Level II Compliant
- DoD 8570.01M Compliant
Personal Information
Willing To Relocate: True
Timeline
HelpDesk Tier II Support
AvMC, G6 Services
07.2023 - Current
HelpDesk Support
Missile Defense Agency (MDA)
11.2022 - 06.2023
Housing & Residence Life, Marketing Coordinator/Admin
Fayetteville State University
07.2022 - 12.2023
Apple Tier I Technical Support Specialist
Transcom
03.2021 - 12.2021
Admissions, Administrative Assistant
Fayetteville State University
01.2018 - 07.2022
Inventory Specialist
Citizens Health Solutions Formally Known As Management Health Solutions
12.2015 - 01.2018
Customer Service Advisor
OnStar, Convergys
08.2015 - 12.2016
Bachelors of Science - Computer Science
Western Governor’s University
Bachelor of Arts - Graphic Design
University of North Carolina at Charlotte
Similar Profiles
Irery GuerraIrery Guerra
Student Health Care Provider at HDRHC And AVMCStudent Health Care Provider at HDRHC And AVMC
Janakiraman MJanakiraman M
Oracle PL/SQL Developer at G6 TechnologyOracle PL/SQL Developer at G6 Technology
Chikere SayersChikere Sayers
G6 Information Technology Support at Army Cybersecurity G6G6 Information Technology Support at Army Cybersecurity G6