Akeesha Bacon
Fairburn,GA
Summary
Self-motivated professional with outstanding oral and written communication skills. Ability to stick to deadlines, prioritize and display problem solving skills. Highly knowledgeable in computer software development. Experience performing quality assurance and consultative services for customers. Professional offering 6 years of experience in reviewing and helping optimize detailed specifications. Brings collaborative style and has well-developed communication skills combined with attention to detail, software abilities and background in diagnosing hardware and software defects
Overview
9
9
years of professional experience
Work History
Advocate Member Service Representative
RestoreHER
Fayetteville, GA
09.2024 - Current
- Utilized specialized software applications related to the job role.
- Prepared summaries of daily work completed for review by supervisors.
- Organized files according to established procedures for easy retrieval later on.
- Reviewed existing information for accuracy and made necessary corrections.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Created spreadsheets to track data entries.
- Entered data into spreadsheets, documents and databases with high accuracy rate.
Electronic Business Solutions Specialist
Apco Holdings
Norcross , GA
- Supporting Dealer and Agent personnel with technical support problems through email and phone.
- Researching, analyzing and documenting system deficiencies or client concerns for enhancement of existing systems and processes.
- Maintaining a depth of knowledge regarding online systems, business processing, claims, financing, vehicle information, and general product knowledge.
- Capturing and documenting solutions and process changes as needed.
- Effectively communicate system issues, outages, or unresolved concerns to management which may in turn support system changes and upgrades.
- Leading monthly close-out functions with partnered e-menu systems
- Organized and coordinated training sessions for new employees.
- Designed training schedules for new and existing employees.
- Approved new training techniques and suggested enhancements to optimize existing training programs.
Technical Support Representative
State Farm / Contract
Atlanta, Georgia
10.2022 - 01.2023
- Assisting business partners of State Farm with troubleshooting issues for company mobile devices and workstations
- Remotely logging into workstations to install or configure applications used by agents such as Jabber, Cisco Any connect, Mobile Pass and Yubico Authenticators
- Troubleshooting errors on printers and scanners located in State Farm locations around the United States
- Resolving software and network connection issues for business partners around the United States due to catastrophes or local outages
Business Owner Customer Service Representative
Pat Live / Florida Division of Corporations
Remote , GA
04.2022 - 10.2022
- Assisting Florida business owners with starting and maintaining their business
- Providing information on delays and processing of state documents
- Providing information and assistance with filling out documents for business compliance and code
Quality Assurance Specialist
Mueller Reports
Remote
04.2022 - 10.2022
- Reviewed reports of residential homes submitted from field representatives and inspectors
- Maintained accuracy and integrity of reports and ensured client specifications are met by following established procedures
- Using judgement and expertise to provide feedback to inspectors for report adjustment and updates prior to finalization and submission
Lead Verification Agent
Networx Systems
Atlanta , GA
10.2020 - 04.2022
- Made outbound phone calls to homeowners that put in request for home improvement services
- Verified all the homeowner’s information and connected them to local contractors that would provide them with the needed repair services
- Matched contractors to the correct leads based on task and skill set
- Updated homeowners information and input changes into the system to verify legitimacy of the lead
Follow up /Direct Sales Agent
Networx Systems
Atlanta, Ga
03.2020 - 04.2022
- Creating and building relationships with homeowners who need home improvement assistance
- Connected contractors to home owners for competitive job opportunities
- Followed up with homeowners to verify if they have been contacted by the contractors referred to them through our service
- Generated new leads and inquiries to provide clients with more job opportunities
- Sold fresh job opportunities to clients after verifying inquires from homeowners using phone and SMS contact
- Successfully promoted to department within 5 months of being employed
- Nominated for top 3 highest in generating new revenue for the company within the second quarter of the year
Technical Support Engineer
Pedigree Technologies
Remote
11.2017 - 10.2020
- Troubleshooting for one view telematic software platform used for fleet management, dispatching and tracking
- Handled inbound calls from clients to upgrade or stabilize GPS and fleet management systems and geo zone features for software
- Collected payments from clients to continue use of software for their companies
Technical Support Engineer
CalAmp
Remote
11.2017 - 10.2020
- Troubleshooting for GPS system and platforms used for everyday vehicle tracking
- Reviewed requests for service to resolve IT difficulties, documenting, and fielding tickets to higher levels of support
- Delivered remote Tier 1 IT support for hardware and software updates to company personnel
- Handled large volume of phone calls, chat, and emails in support of GPS configuration and troubleshooting of systems
- Observed system functioning and entered commands to test different areas of operations
- Set up standard test for devices to test equipment circuitry and conduct functional, operational, and environmental tests
Cybersecurity and Compliance Specialist
Sysnet Global Solutions
Atlanta, Georgia
05.2015 - 04.2017
- Took inbound calls from merchants to update and maintain PCI compliance for POS terminals used in their business
- Made outbound calls to merchants to walk them through the QSA process of becoming PCI compliant
- Handled over 200 inbound calls daily to update and troubleshoot POS terminals by remotely downloading and upgrading software used to process credit card transactions
Education
Sandy Creek High School
05.2010
Some College (No Degree) - IT-5000 Network And Security
Med Certs
Skills
- Network/Software Troubleshooting
- Windows 7/8/10
- Research / Quality Assurance
- Remote Desktop Services and Support
- Error Detection
- Network Standards and Protocol
- Microsoft firewalls
- Classless IP Addressing
Timeline
Advocate Member Service Representative
RestoreHER
09.2024 - Current
Technical Support Representative
State Farm / Contract
10.2022 - 01.2023
Business Owner Customer Service Representative
Pat Live / Florida Division of Corporations
04.2022 - 10.2022
Quality Assurance Specialist
Mueller Reports
04.2022 - 10.2022
Lead Verification Agent
Networx Systems
10.2020 - 04.2022
Follow up /Direct Sales Agent
Networx Systems
03.2020 - 04.2022
Technical Support Engineer
Pedigree Technologies
11.2017 - 10.2020
Technical Support Engineer
CalAmp
11.2017 - 10.2020
Cybersecurity and Compliance Specialist
Sysnet Global Solutions
05.2015 - 04.2017
Electronic Business Solutions Specialist
Apco Holdings
Sandy Creek High School
Some College (No Degree) - IT-5000 Network And Security
Med Certs