Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ashleigh Higgins-Smith

Philadelphia,PA

Summary

Creative professional with a crossreference background in retail management, IT, pharamacuticles, oncology and customer service. Avid learner and able to adapt to any working environment and working in teams. Knowledgeable, creative, who is passional about career growth and development

Overview

7
7
years of professional experience

Work History

Oncology Business Marketing Intern

Merck Sharp & Dohme
Philadelphia, PA
02.2024 - Current
  • Maintained positive working relationship with fellow staff and management.
  • Set specific goals for projects to measure progress and evaluate end results.
  • Delivered research strategy updates to upper-level management.
  • Cultivated business partnerships to build lasting relationships with internal and external parties.
  • Assessed projects against budgets and timelines, keeping team and assignments on task.
  • Collaborated with cross-functional teams on product launches.
  • Collected and analyzed market research data for use in forecasting.
  • Conducted research, documentation and reports for executive team, board members and stakeholders.
  • Compiled reports detailing the performance of various clinical trials across different channels.
  • Maintained accurate records of all ongoing clinical trials and reported any changes

Help Desk Dispatcher | Level 1 Engineer

Omega Systems Group
Mount Holly, NJ
08.2022 - 10.2023
  • Managed emergency situations calmly, providing support to drivers as needed.
  • Utilized GPS technology to track fleet locations in real-time.
  • Arranged for repairs to restore service and schedules.
  • Prepared daily work and run schedules.
  • Developed strong relationships with vendors and carriers to negotiate rates.
  • Communicated effectively with clients to address concerns and provide updates.
  • Facilitated smooth communication between drivers and management teams.
  • Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
  • Trained new engineers on company policies, procedures, and software systems.
  • Evaluated new tools to improve efficiency within the support process.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Assisted users in password resets, account creation, and access control.
  • Maintained positive working relationship with fellow staff and management.
  • Conducted remote troubleshooting to diagnose software problems.
  • Collaborated with IT team members on projects and initiatives.
  • Maintained audit trail and statistical records of problems and conditions reported by client.
  • Coordinated with vendors for equipment procurement and repairs.
  • Oversaw daily performance of computer systems.
  • Installed and configured computer hardware, software, and peripherals.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Escalated complex issues to senior-level technicians or management.
  • Provided on-site support for hardware and network installations.
  • Trained end-users in new technology integration and utilization.
  • Supervised and directed workers engaged in installation of data communication equipment and software.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Participated in IT department meetings for strategy development.
  • Ensured compliance with company policies regarding technology use.
  • Managed helpdesk ticket system to ensure timely issue resolution.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Resolved technical issues for clients through phone and email support.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.

Tier 1.5 Support Tech & Trainer

MyIT Vision, Inc (MSP)
Philadelphia
05.2017 - Current
  • Respond to incidents & requests for Managed Service Provider supporting over 2500 users
  • Follow established internal ITIL Incident Management process
  • Primary Apple Support Tech for all Apple Devices, including Apple Watch, iPod, iPhone, iPad, Mac
  • Provide product workshops & client training on using the full capabilities of a variety of iOS devices
  • Set up, troubleshooting and support a variety of iOS device configurations
  • Zoom & BlueJeans Telehealth Administrator for Health Care Client
  • One on one Zoom training, support, and account creation for Telehealth Group
  • Supported various devices for Entertainment Client
  • Established knowledge base to capture incoming new knowledge and support requirements for clients
  • Using ServiceNow, created, escalated, and updated tickets with troubleshooting
  • Basic ITIL knowledge
  • Applied knowledge base articles, best practice, and experience to determine best solution
  • Follow up and update customers on status of their reported issues
  • Escalate to next level for further investigation when necessary
  • Identify and suggest improvements to work processes.

Education

Google IT Certification
Coursera
12-2023

Google Project Management Certification
Cousera
01-2024

AAS - Fashion Merchandising

Harcum College
01.2014

The Critical Role of IT Support Staff in Health Care

Skills

  • Customer Service
  • Troubleshooting
  • Problem Solving
  • IOS Devices
  • Office 365 Suite
  • Time Management
  • Leadership
  • Marketing
  • Sales
  • Data Analysis
  • Project Support
  • Data Collection
  • Administrative Support
  • Project Management
  • Market research, forecasting, and analysis

Timeline

Oncology Business Marketing Intern

Merck Sharp & Dohme
02.2024 - Current

Help Desk Dispatcher | Level 1 Engineer

Omega Systems Group
08.2022 - 10.2023

Tier 1.5 Support Tech & Trainer

MyIT Vision, Inc (MSP)
05.2017 - Current

Google IT Certification

Google Project Management Certification

AAS - Fashion Merchandising

Harcum College

The Critical Role of IT Support Staff in Health Care

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Ashleigh Higgins-Smith