Ashley Porter
Memphis,TN
Summary
Competent IT Support Specialist safeguards business continuity and productivity by supporting exceptional uptimes and consistent performance. Tirelessly tracks and resolves submitted tickets. Positively influences all technical operations by combining preventive maintenance with rapid response times.
Overview
15
15
years of professional experience
Work History
Business Owner
Elite Reward Holdings Company Inc.
Memphis, TN
09.2008 - Current
- Developed business from ground up and prepares records and operations for smooth handover to future new owners.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Developed business plan to secure financial backing from investors.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Negotiated contracts with vendors for supplies and services.
- Created and implemented marketing and advertising strategies to support revenue goals and promote strategic growth.
- Investigated new technologies that could improve efficiency within the organization.
- Created a customer service policy to ensure customers were satisfied with products or services.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Formed and sustained strategic relationships with clients.
- Kept records for production, inventory, income, and expenses.
- Implemented systems for tracking sales performance and analyzing data trends in order to maximize profitability.
- Mentored and trained new hires on sales techniques and customer service procedures.
- Resolved issues quickly through meticulous research and quick decision-making.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Participated in trade shows, conventions, and other events related to industry promotion.
Technical Support Associate (Remote)
MUFG Union Bank N.A. Holdings Corporation
Jersey City, NJ
04.2019 - 12.2023
- Lead Technical Expert of the Treasury Management Division.
- Provided pre/post technical and operational support on the phone and ensuring clients are fully enabled to utilize the features of various programs and applications.
- Partnered with Sales Officers on product demonstrations and training,
- Provided proactive recommendations and solutions on complex technical/business issues,
- Educated clients on product related risk.
- Managed Global Enterprise Projects and Databases
- Served as lead dedicated client service support and primary escalation professional for complex transaction queries.
- Provided on call remote pre/post sales customization, installation, training and ongoing technical and operational support of software, systems, sub-systems and/or applications for customers requiring remote diagnostic.
- Served as technical expert on installation, operation, configuration, upgrades, customization, and usage of assigned products.
- Applied diagnostic techniques to identify problems, investigate causes, recommended solutions to correct common failures and documents resolutions.
- Coordinated systems and application design, modification, trouble shooting and implementation with the client, information services, and other operational areas of the Bank as appropriate.
- Created efficient methods by engaging in research and studied to master product knowledge to resolve challenging client issues and conduct root cause analysis.
- Maintained documentation of each client(SalesForce) utilizing Treasury Management services to allow for an adequate level of support. For potential or desired follow-up services (sales) or problem escalation.
- Provided technical expertise and support to clients in risk-assessments and the implementation of appropriate data security policy, procedures, and products.
- Provided technical expertise and guidance on the administration of security tools that control, and monitor data Diagnose and resolves product performance problems.
- Performed maintenance and repair services. Ensure client satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance.
- Took action and responsibility for security including intrusion detection and unauthorized use.
- Led support to Treasury Management team with product enhancements, new products, and database management.
- Obtain certified to Comply fully with all Bank Operational and Credit Policies and procedures as well as all regulatory requirements (e.g. Bank Secrecy Act, Know Your Client, Community Reinvestment Act, Fair Lending Practices.
IT Technical Support (Remote)
Empereon ConStar Marketing LLC
Nashville, TN
03.2017 - 04.2019
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
- Handled customer service issues by providing guidance once escalated for advanced support.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Configured user accounts in Active Directory and other directory services platforms.
- Served as first point of contact for incoming technical service calls and emails.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Analyzed user requirements and implemented solutions that met their needs while adhering to established policies and procedures.
- Performed maintenance and upgrades to existing computer systems as needed.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Used remote login tools to assist clients with technical and product questions.
- Collaborated with other departments such as Human Resources and Marketing to ensure successful integration of new technologies into their operations.
- Deployed new computers for end users by installing operating systems and applications according to company standards.
- Resolved escalated customer inquiries via telephone or remote access tools.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Demonstrated advanced product knowledge to solve customer issues.
- Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
- Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
- Assisted with server migration projects from physical to virtual environments.
- Assisted with establishing Business continuity plan and Disaster Recovery plan.
- Documented technical information such as troubleshooting steps taken during issue resolution process.
- Monitored support activity trends to create problem resolution and solution reports.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Implemented security measures such as antivirus software installation and firewall configuration.
- Created detailed technical documentation for IT processes and procedures.
- Tracked progress of service requests using ticketing system while providing timely updates to customers.
Education
Bachelor of Science - Information Technology
American Intercontinental University
Online03-2025
Certificate Program - PC And Network Technician
Southwest Tennessee Community College
Memphis, TN03-2019
Associate of Applied Science - Computer Aided Drafting And Design
ITT Technical Institute
Houston, TX04-2011
Skills
- Contract Management
- Employee Development
- Customer Service
- Strategic Planning
- Project Management
- Quality Assurance
- Relationship Building
- Work Planning and Prioritization
- New Business Development
- Sustainable Business Models
- Team Collaboration and Leadership
- Attention to Detail
- Customer Relations
- Corporate Governance
- Treasury Management
- Issue Resolution
- Incident Response
- Financial Planning
- Strategic Decision-Making
- Operations Management
- Process Improvement
- Coaching and Mentoring
- Trends Analysis
- Performance Improvement
- Driven and Determined
- LAN/WAN
- Microsoft Outlook
- Complaint Resolution
- Hardware Upgrades
- Network Configuration
- Security Protocols
- Product Troubleshooting
- Call Center Operations
- Application Installations
- Technical Documents Comprehension
- Technical Troubleshooting
- Account Updating
- Antivirus Software
- Mobile Support
- Wireless Support
- Windows Support
- IOS Support
- Android Support
- Telecommunications
- Microsoft Office Specialist (MOS) Master
- DHCP/DNS Ethernet and Firewall Proficient
- Linux Programming and Administration
- Issue Troubleshooting
- Remote Support
- Microsoft Certified Solutions Associate (MCSA) Certificate
- Hardware and Peripherals
Timeline
Technical Support Associate (Remote)
MUFG Union Bank N.A. Holdings Corporation
04.2019 - 12.2023
IT Technical Support (Remote)
Empereon ConStar Marketing LLC
03.2017 - 04.2019
Business Owner
Elite Reward Holdings Company Inc.
09.2008 - Current
Bachelor of Science - Information Technology
American Intercontinental University
Certificate Program - PC And Network Technician
Southwest Tennessee Community College
Associate of Applied Science - Computer Aided Drafting And Design
ITT Technical Institute
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