Aisha Riley
Information Technology
Owensboro,KY
Summary
An enthusiastic and skilled tech support specialist driven by a desire to troubleshoot and solve problems that hinder daily lives. Possesses a strong research-oriented mindset, determined to find answers and utilize solutions through knowledge of programming software and expertise in hardware engineering and integration. Ability to continuously expand programming skills and gather reports using Structured Query Language (SQL) allows for excellence in technical tasks. Combines technical expertise with a passion for innovation, poised to accelerate the advancement of technology.
Overview
4
4
years of professional experience
Work History
Tech Support Specialist
Optum
01.2023 - 11.2024
- Identify and analyze technical problems and documenting in ServiceNow
- Update name change for phones in cisco unified
- Reset passwords through Active Directory or password link.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Remoting into computers using Bomgar to troubleshoot issues
- Download software using Software Center and drivers for scanners
- Check ip addresses through command prompt
- Grant access to cisco jabber (through Active Directory)
- Strong knowledge in epic cogito
Assembly Technician
MPD/Manpower
07.2022 - 01.2023
- Performed assembly of products according to specifications and instructions.
- Assembled and aligned parts and fixtures using hand and power tools.
- Maintained open lines of communication with supervisors regarding potential issues or concerns impacting the efficiency of assembly processes.
- Inspected parts and assemblies before shipment to customers to verify accuracy.
Student Worker
Owensboro Community and Technical College
01.2021 - 07.2022
- Assist with checking out books, returning books, and use of the reference tools in the college library for 7,095 students
- Showed students how to register and use blackboard to access their online courses
- Organizational skills were vital as I was a college student and a student librarian that had to balance out school and work life
- Managed front desk duties effectively, handling incoming calls and walk-in inquiries professionally while maintaining confidentiality.
Web Development Intern
Kentucky Office of Homeland Security
08.2021 - 05.2022
- Create, Design, and Code the 911 Dispatch Web Page using HTML, CSS program software
- The web page had to be reorganized and restructured so millions of users can interact and obtain information effectively
- The web page was constructed on my own, so it taught me to build strong leadership and organizational skills
Education
Associate of Applied Science Degree - Computer Information Technology
Owensboro Community And Technical College
Owensboro, KY05.2022
Associate of Applied Science Degree - Computer Electronics Technology
Eastern Kentucky University
Richmond, KY12.2009
Skills
- Remote Support
- Support Services
- Customer Relationship Management
- Training and coaching
- Technical assistance
- Service Desk Operations
- Hardware troubleshooting
- Helpdesk operations
- Application installations
- Application support
- Technical background
- Troubleshooting and diagnostics
- IT ticket documentation
Additional Information
LinkedIn: www.linkedin.com/in/aisha-riley-063267242
Timeline
Tech Support Specialist
Optum
01.2023 - 11.2024
Assembly Technician
MPD/Manpower
07.2022 - 01.2023
Web Development Intern
Kentucky Office of Homeland Security
08.2021 - 05.2022
Student Worker
Owensboro Community and Technical College
01.2021 - 07.2022
Associate of Applied Science Degree - Computer Information Technology
Owensboro Community And Technical College
Associate of Applied Science Degree - Computer Electronics Technology
Eastern Kentucky University