Alanna Jones
Atlanta,GA
Summary
Detail-oriented IT professional with a solid background in helpdesk support, skilled in troubleshooting and resolving technical issues to ensure optimal user experience. Aspiring to transition into a security role, leveraging a strong understanding of IT fundamentals and a commitment to enhancing organizational security.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Technician
Ameris Bank
Atlanta, Georgia
09.2023 - Current
- Delivered end-user training on IT tools and platforms, enhancing staff self-sufficiency.
- Provided technical support to users via telephone or remote access.
- Set up and maintained video conferencing equipment.
- Facilitate tickets as they arrive in the EUS queue to technicians and other departments, ensuring they are routed to the correct place.
- Assisted users in setting up and configuring Microsoft Authenticator, providing step-by-step guidance.
- Troubleshoot GlobalProtect VPN connectivity issues, ensuring reliable remote access for employees.
- Installed and configured hardware, software, systems, networks, printers, and scanners.
- Contributed to the development of a chatbot for the Ameris Bank website, enhancing user experience for customers, employees, and vendors.
- Contributed to a comprehensive vulnerability assessment project for company computers, enhancing overall security posture.
Service Desk Analyst
Dentsu Aegis Media
Atlanta, GA
01.2023 - 09.2023
- Managed incoming support tickets through Jira, ensuring effective escalation and resolution.
- Installed, configured and maintained computer systems and network connections.
- Engaged with users via phone, chat, and email to provide comprehensive support.
- User management in MS Active Directory (adding/removing users to groups/OUs, passwords).
- Created and managed shared mailboxes and distribution lists using MS Exchange (On-premises and Exchange Online).
- Assisted in setting up and troubleshooting OKTA authentication.
- Troubleshoot Zscaler VPN issues, ensuring seamless connectivity for remote users.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers
Sr. Customer Service Representative
Enterprise Rent-A-Car
Atlanta, GA
10.2019 - 01.2023
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over the phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees on call script use, conflict resolution, and data entry practices.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality of service.
Adminstrative Assistant
Perry and Consultants LLC
Atlanta, Georgia
03.2020 - 01.2022
- Managed a multi-line phone system, routing calls efficiently and greeting visitors.
- Managed office supply inventory, proactively ordering items to maintain workflow.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
Education
Bachelor of Business Administration -
Savannah State University
Savannah, Georgia12.2023
Skills
- Windows, macOS, and Vmware
- Troubleshooting and diagnostics
- Mobile Device Management
- Confluence
- Active Directory knowledge
- Remote desktop services and support
- Learning Agility
- Microsoft Office Suite
- Compliance
- Analytical Thinking
Certification
- Google Cybersecurity Professional Certificate
- Security+ (Anticipated Nov. 2024)
Timeline
IT Technician
Ameris Bank
09.2023 - Current
Service Desk Analyst
Dentsu Aegis Media
01.2023 - 09.2023
Adminstrative Assistant
Perry and Consultants LLC
03.2020 - 01.2022
Sr. Customer Service Representative
Enterprise Rent-A-Car
10.2019 - 01.2023
Bachelor of Business Administration -
Savannah State University