Ashlee Berry
Dallas,TX
Summary
Perceptive Senior Technical Support Specialist with established IT skills. Bringing over 10+ years of professional experience in help desk, onboarding and technical support services. Extensive knowledge of using and troubleshooting various computer issues and equipment. Clear communicator successful in providing individualized training and motivation to each team member.
Overview
8
8
years of professional experience
Work History
Help Desk Analyst
Southern Methodist University
2018.10 - Current
- Resolved escalated problems, improved communications operation and provided exceptional internal and client support
- Helps with software installation and optimization in M365, Office 2019, Windows 11/10 and Mac OS
- Installed and updated hardware, software and apps on Mac and PC
- Trained new hires in technology required to access company systems and complete job tasks.
- Led professional and thorough orientation sessions, introducing new hires to key company information.
- Experience with ticketing systems- Zendesk, Remedy, ServiceNow, Isupport
- Managing documentation/Preparing instruction manuals for users
- Tests and analyses IT systems
- Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
IT Process Auditor
Dickies BBQ
2017.05 - 2017.11
- Trained team members how to identify and control at frontline, including how to interpret and apply company procedures
- Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
- Investigated escalations to check validity and recommend actions to resolve and minimize risk.
- Coordinated client compliance and due diligence requests to assist and facilitate quality assurance and internal audits.
- Conducted team meetings to review and evaluate different strategies to mitigate risk and help eliminate activities and exposures that could negatively impact the organization.
- Advised senior management on existing and potential policy strategies for reducing liability and preventing loss.
Tier 2 Technical Support Representative
Samsung Technologies
2016.11 - 2017.02
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Leveraged data-driven monitoring systems to identify and resolve potential issues.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures for support action consistency.
Tier 2 Technical Support Specialist
Metro Care Services
2015.10 - 2016.09
- Worked with multiple internal departments and as a liaison with Medicare to facilitate communication and deliver personalized solutions to Clients.
- Networked with business leaders and executives to identify the needs and solutions of potential and existing clientele.
- Built and maintained relationships with new and existing clients while providing high level of expertise by using effective strategies to find the best solutions for Clients needs, resulting in increase of more than 40% in new business per year.
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Transcended requirements on consistent basis to satisfy customers.
- Achieved goals daily, weekly, monthly and annually for products and service, sales and exceeded performance metrics for customer service.
- Operated in self-directed environment with minimal input to solve problems and implement resolutions.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Educated clients on available technological tools, enabling development and implementation of solutions to achieve company goals
- Assessed client satisfaction throughout management process by soliciting feedback.
Education
Associate of Applied Science - Business Administration And Management
Dallas Community College
Dallas, TX2022
High School Diploma -
Booker T. Washington Performing Arts
Dallas, TX05.2006
Some College (No Degree) - A+ Certification
Leader Quest
Irving, TXOutlook 2019 Associate
Microsoft Certification
SMU03.2023
Skills
- Verbal and written communication
- Business operations
- Credit risk Management
- Process improvement
- MS Office
- Project management/Problem resolution Supervision.
- Communications
- Team management
- Operational improvement
- Application support
- Proficient in Mac and PC systems
- Technical Documentation
Timeline
Help Desk Analyst
Southern Methodist University
2018.10 - Current
IT Process Auditor
Dickies BBQ
2017.05 - 2017.11
Tier 2 Technical Support Representative
Samsung Technologies
2016.11 - 2017.02
Tier 2 Technical Support Specialist
Metro Care Services
2015.10 - 2016.09
Associate of Applied Science - Business Administration And Management
Dallas Community College
High School Diploma -
Booker T. Washington Performing Arts
Some College (No Degree) - A+ Certification
Leader Quest
Outlook 2019 Associate
Microsoft Certification
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