Anitra Donerlson
Montgomery,AL
Summary
Competent Perceptive Senior Technical Support Specialist with expertise in prioritizing multiple tasks while providing quality technical assistance. Proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols and has an interest of consistently learning new skills.
Overview
92
92
years of professional experience
1
1
Certification
Work History
Helpdesk Analyst Tier III
Eccoselect
06.2022 - Current
- Leidos Partnership for Defense Health
- Provides Tier III ticket triage and analysis for electronic medical records software projects supporting Defense Healthcare Management System Modernization
- Accurately diagnoses, troubleshoots, and resolve tracking of all Tier III trouble tickets
- Thoroughly document requests for assistance utilizing Cerner Remedy and Service Now Ticketing Management System ensuring all relevant details were captured
- I then tracked incidents through resolution or escalation, adhering to client guidelines
- Coordinates with the DHA Service Desk/Cerner/Oracle and ticket originator to confirm or obtain additional information as needed
- Provided guidance and mentorship to less-experienced technicians, offering valuable support and fostering professional growth
- Achieves 100% customer satisfaction rating on tickets by responding with urgency to end users request and other users account maintenance
- Utilized ticketing systems to efficiently manage and process support actions and requests, maintaining a well-organized workflow.
Help Desk Analyst
Agile Defense INC, Maxwell Air Force Base
06.2021 - 06.2022
- Provided help desk support for various databases to assist customers with troubleshooting technical issues for over 100 Air Force computer applications and systems via phone/email
- Served as the initial contact for reporting technical issues and answering questions regarding field user issues
- Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources
- Clearly and thoroughly document requests for assistance using Remedy Ticketing Management System, and track incidents through to resolution/escalation (per client guidelines)
- Provided guidance and work mentorship to less-experienced technicians
- Resolved technical issues by troubleshooting
- Used ticketing systems to manage and process support actions and requests
- Performed tests of functionality, security and performance of different workstations and devices.
Senior Site Administrative Specialist
DynCorp International
12.1931 - 01.2019
- Performed a wide range of routine to advance administrative duties in support of the Aviation Maintenance Contract
- Acted as a liaison to internal and external contacts in a manner that promotes the professional image of the company
- Ensured US Army support of real-world wartime combat mission
- Advised on and drafted departmental policies and procedures as specified by the Aviation Site Manager, Deputy Site Manager, Supervisor and Production Control, Aviation Safety Manager/ECO/Hazmat Inspector, Aviation Aircraft Mechanics, and all other Aviation departmental staff
- Updated and maintain multiple Microsoft Excel trackers, hiring, employment agreements and visa renewals for over 250+employees for Dyncorp International
- Manage and tracks visa and passport requirements for personnel utilizing the Personnel Management System (PMS) and the Aviation Maintenance Management Toolset database
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Business Analyst
BBVA Compass Bank
03.2017 - 12.2018
- Acted as a liaison between the BRS Manager/Supervisor, internal staff and contractors to ensure daily tasks were met successfully
- Provided 2nd level technical support to internal and external agencies, provided network administration and support to users for resolution/restoration of services via email, phone, chat to end-users migrating to the new data platform NetCash and Digital Bank
- Validated user network access by resetting passwords and unlocking accounts
- Designated Authentication Administrator, utilizing Authentication, Authorization and Accounting (AAA) suite protocols to maintain user account MFA settings, enabling/disabling, and force resets of MFA tokens for end users
- Assisted with high profile project for Treasury Management database
- Reviewed and validated over 1000+ system access files from customers
- Managed and handled technical escalations to initiate, co-coordinate, remediate, and resolve issues based on priority to ensure all request from user were handled promptly and effectively
- Accurately documented client interactions in Salesforce Database Tracking System
Technical Support Specialist
Regions Financial
10.2016 - 02.2017
- Served as a liaison between Treasury Management sales, client support, product team and implementations
- Responded to 25-40 incoming calls from Business and Commercial clients daily
- Validated user network access by resetting passwords and unlocking accounts
- Designated Authentication Administrator, utilizing Authentication, Authorization and Accounting (AAA) suite protocols to maintain user account MFA settings, enabling/disabling, and force resets of MFA tokens for end users
- Managed and handled technical escalations to initiate, co-coordinate, remediate, and resolve issues based on priority to ensure all request from user were handled promptly and effectively
- Identified, analyzed, and resolved production concerns for Treasury Management products
- Provided training support to new clients via phone, chat to end-users and Cisco WebEx online
- Accurately documented the root cause of all the client's issues in HEAT, One View, and Salesforce Database Tracking System
Administrative Assistant
University of Alabama at Birmingham Temporary Services
11.2015 - 02.2016
- Provided customer service and administrative support to the following departments: UAB Athletics department and the UAB Kidney, Liver Transplant Administration department
- Assisted Directors/department personnel with project plans
- Greeted visitors, responded to callers/directed incoming calls
- Maintained Microsoft Outlook emails and calendar
- Prepared correspondence verified information pertaining to reports and created databases
- Managed files/records/documents
Help Desk Support
Salient Federal Solutions
08.2013 - 09.2015
- Provided technical assistance in support of VA and NON-VA learners in accessing their program evaluations
- Analyzed and evaluated 400 or more help desk emails request on a daily/weekly basis using Remedy Ticket Management
- Provided technical assistance to users by email questions and/or resolving problems including the use of computer hardware and software, including user access, printing, installation, word processing, electronic mail, and operating systems
- Collaboratively assisted Project Managers and/or Learning Consultants in development and establishing the minimum standards for the evaluation of education program Identified areas of trouble and determined the course of action for each help desk request
- Prepared weekly Comment Analysis Reports with response rates and survey completions rates
Education
Bachelor of Science - Business Administration
Troy University
Montgomery, ALMaster’s - Cybersecurity and Information Assurance
Western Governors University (WGU)
Skills
- Service Now Ticketing Management System
- Salesforce Database Ticketing System
- Technical Proficiency
- Problem Solving and Analytical Thinking
- Time Management and Prioritization
- Remote Support
- Customer Service Orientation
- Documentation and Knowledge Base
- Continual Learning
- User Experience
- Knowledge Base
- Remote Instruction
- Technical Issues Analysis
- Application Installation
Certification
CompTIA Server+
(HDI) Customer Service Representative Certification
Additional Information
Currently studying on my for my (ISC)2 Certification, compTIA CySA+, compTIA pentest+, and compTIA CASP+, while attending my master's program at WGU which is offered in the program. My compTIA security+ and compTIA network+ certifications expired back in January 2023. I am also studying to earn my compTIA security+.
Timeline
Helpdesk Analyst Tier III
Eccoselect
06.2022 - Current
Help Desk Analyst
Agile Defense INC, Maxwell Air Force Base
06.2021 - 06.2022
Business Analyst
BBVA Compass Bank
03.2017 - 12.2018
Technical Support Specialist
Regions Financial
10.2016 - 02.2017
Administrative Assistant
University of Alabama at Birmingham Temporary Services
11.2015 - 02.2016
Help Desk Support
Salient Federal Solutions
08.2013 - 09.2015
Bachelor of Science - Business Administration
Troy University
Master’s - Cybersecurity and Information Assurance
Western Governors University (WGU)
Senior Site Administrative Specialist
DynCorp International
12.1931 - 01.2019