Ashlee Jenkins
Conyers,GA
Summary
Results-driven professional with diverse experience in technical support, customer service, and IT operations. Proven ability to troubleshoot operating systems and software issues, with strong communication and problem-solving skills. Experienced in managing customer inquiries through various channels, utilizing ticketing systems to ensure efficient issue resolution. Passionate about leveraging technology to enhance user experience and stay updated on industry trends.
Overview
12
12
years of professional experience
Work History
Technical Support Specialist
Clean Appeal
11.2023 - 10.2024
- Provided technical support via phone, email, and chat, resolving customer issues efficiently.
- Troubleshot and resolved software and operating system issues, including Windows Server configurations.
- Utilized ticketing systems to manage and track customer interactions and resolutions.
- Documented customer interactions to maintain accurate records and facilitate future support.
- Collaborated with team members to escalate complex issues and enhance overall service quality.
IT Support Specialist
Heritage Werks
03.2018 - 10.2023
- Content management
- Implemented solutions to recurring problems, reducing help desk ticket volume over time.
- Coordinated help desk and technical support services.
- Equipment oversight and security
- Testing and monitoring security measures
- Delivered onsite technical support for employees.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Answered questions and provided information to customers about new software or hardware.
- Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
- Provide training and awareness programs for staff on cybersecurity best practices and digital safety.
IT Support Intern
Georgia Gwinnett College
06.2023 - 08.2023
- Assisted in troubleshooting hardware and software issues for end-users.
- Gained hands-on experience with network administration and operating systems.
- Provided customer service support, enhancing user experience through effective communication.
Customer Service Coordinator
Angel's Food Ministries
04.2013 - 03.2016
- Provided nutritional meals for families in need, and offered positive messages
- Assisted with administrative duties, data entry, and managed filing system
- Recorded inventory, packed, sealed, labeled, and distributed food
- Responded to customer needs through competent customer service and prompt problem-solving.
Education
High School -
North Gwinnett High School
Suwanee, GABachelor's - Information Technology -Systems And Security
Georgia Gwinnett College
Lawrenceville, GA05.2019
Skills
- Technical Proficiency: Windows OS, Windows Server, software troubleshooting, TCP/IP networking
- Tools: Familiarity with ticketing systems
- Customer Service: Excellent verbal and written communication skills, strong problem-solving abilities
- Collaboration: Experience working in team environments and independently
Timeline
Technical Support Specialist
Clean Appeal
11.2023 - 10.2024
IT Support Intern
Georgia Gwinnett College
06.2023 - 08.2023
IT Support Specialist
Heritage Werks
03.2018 - 10.2023
Customer Service Coordinator
Angel's Food Ministries
04.2013 - 03.2016
High School -
North Gwinnett High School
Bachelor's - Information Technology -Systems And Security
Georgia Gwinnett College