Angelica S. Ellis
Oak Park,MI
Summary
Dedicated professional with seven years of customer service experience, skilled in administrative tasks and proficient in marketing, including creative collateral development, performance-driven strategies, SEO content creation, and social media management.
Overview
7
7
years of professional experience
Work History
Help Desk Analyst
K2 Services
06.2023 - Current
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Resolved technical issues by troubleshooting.
- Serve as first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues
- Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting customers to a escalated level of support to properly resolve their issue
- Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer’s reported issue
- Complete accurate, descriptive information for all tickets to successfully relay actions back to customer or team support.
Help Desk Specialist
Grand Valley State University Detroit Center
12.2021 - 10.2022
- Oversaw troubleshooting methods of 30+ computer lab desktops, resolving issues related to the desktops
- Developed verbal and written instructions to clients at a level of detail commensurate with their PC knowledge and experience for technical issues
- Crafted over 40+ designs, edits, and distribution of documents and marketing materials for GVSU-affiliated events, programs/projects, and initiatives
- Formatted and operated a comprehensive website for the center, hosting over 4+ resources, allowing for streamlined communication and increased productivity
- Managed social media and booking platforms
- Served as a liaison with external contacts in preparing materials, updates, and other functions related to the GVSU Detroit Center business
- Pew and Regional Centers with projects, problems, or issues that involve planning and coordination of work for Detroit events
Social Media Strategist
Foster Spaces
11.2022 - 04.2023
- Completed competitive research to further understand target audience and goals
- Moderated user content to ensure engagement was appropriate and amplified company’s values
- Analyzed marketing plan and social media strategies to identify strategic weaknesses and make recommendations for improvements.
- Generated a 48% growth of social media’s organic following
- Developed and executed an integrated social media strategy to generate and increase traffic
- Assembled social media calendars to ensure an average of two published weekly posts.
- Increased customer engagement through social media.
- Developed and managed content calendars for each platform to establish timely and relevant posts.
- Collaborated with team members to develop creative campaigns for social media platforms.
Business Office Assistant
Beaumont Michigan Heart Group
06.2021 - 09.2021
- Communicated daily with 60+ patients via phone, email, and in-person
- Cooperated with 10+ insurance providers to establish relationships and resolve billing issues
- Ensured referrals, correct insurance authorizations, and pre-authorizations were in place for each patient before appointment
- Monitored front office customer service, registration work queues, appointment management, and additional administrative tasks to streamline workflow.
Cyber Security Research Intern
ReeTheCyberBoss, LLC
04.2020 - 07.2020
- Demonstrated knowledge and understanding of cyber security concepts and theory
- Researched and developed cybersecurity tips for the organization’s social media
- Participated in 1-1 weekly meetings to discuss and improve cybersecurity skillset.
Desk Assistant
Grand Valley State University, Department
07.2016 - 02.2020
- Supervised 30+ first-year residents with academics, personal life situations, and connecting to resources
- Completed 100+ annotated incident reports on roommate conflicts, lock-outs, vandalism requiring work orders, and noise complaints
- Provided information, support, and services to residents for a community that houses over 900+ students.
Education
Bachelor of Science - Integrative Studies
Grand Valley State University
Allendale, MI12.2020
No Degree - Computer Support Technician Program
Oakland Community College
Royal Oak, MI02.2018
Skills
- Microsoft 365
- Office Management
- Adobe Suite
- CMS Software
- Canva
- HIPAA Compliance
- FERPA Compliance
- Citrix Workspace
- Google Workplace
- EPIC Systems
- Help Desk Support
- Multi-Media Communication
- Integrated Marketing Campaigns
- Project Management
- Marketing Analytics
Timeline
Help Desk Analyst
K2 Services
06.2023 - Current
Social Media Strategist
Foster Spaces
11.2022 - 04.2023
Help Desk Specialist
Grand Valley State University Detroit Center
12.2021 - 10.2022
Business Office Assistant
Beaumont Michigan Heart Group
06.2021 - 09.2021
Cyber Security Research Intern
ReeTheCyberBoss, LLC
04.2020 - 07.2020
Desk Assistant
Grand Valley State University, Department
07.2016 - 02.2020
Bachelor of Science - Integrative Studies
Grand Valley State University
No Degree - Computer Support Technician Program
Oakland Community College