Bria Ancrum
Norfolk,VA
Summary
Skilled IT Professional with dedication to customer service and satisfaction with a great analytical background.Versatile in many technical areas including skilled at offering clients easy-to-understand guidance and actionable advice; results-oriented writing professional technical documents from experience that are concise; accomplishing designs with outstanding interface performance analysis, project modeling, and mapping skills. I am Currently seeking completion of professional certificates in CompTIA Security+, and Network+. I am eager to continue leveraging my broad technical background to secure a challenging position as a proficient technical writer.
Overview
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1
Certification
Work History
Technical Support Professional
Old Dominion University
- Demonstrated technology support in a corporate, administrative, and educational setting
- Provide technical guidance, knowledge and support of university-managed IT systems including Stand-Alone workstations, laptops, virtual desktops, Cloud-servers
- Troubleshoot network printer, client, and server-side applications
- Internet-based applications, Windows and MacOS operating system resolutions
- Developed proficiency in IT asset management suites
- Provide excellent service in support of faculty and staff members of the university
- Wrote and managed technical guides/standard operating procedures and gathered/document user requirements
- Utilized SQL queries to assess and analyze data to maintain database security and prepare reports
- Configured and maintained internal labs containing hypervisors, servers, workstations, gateways, mobile devices, SSL certificates, group policies, multiple domains
- Supported numerous business activities by setting up and configuring laptops, projectors, video teleconference
- Performed Active Directory user management by creating and managing user accounts, implementing group policies and security updates with LANDesk Management Suite
- Configured new workstations and laptops for new employees and provided user training.
- Patched software and installed new versions to eliminate security problems and protect data.
- Provided remote assistance for clients across various platforms, demonstrating adaptability in a rapidly-evolving technology landscape.
- Kept up-to-date with industry trends and developments, ensuring optimal knowledge base for supporting clients'' needs effectively.
Technical Support Representative
StarRez
- Provided exemplary technical issue resolution of complex problems via phone, email, chat
- Utilized critical thinking skills to analyze databases and provide solutions
- Demonstrated knowledge of SQL by troubleshooting queries and helping build SQL reports for customer needs, troubleshoot syntax errors for Data Subscriptions, and email templating
- Utilized AWS software to manage troubleshoot web services and modify customer’s application hosting issues
- Wrote technical documents related to current products that were published on company's Support site
- Managed the technical support page by creating KB articles,
- Analyzed, documented and reported challenges affecting interface output.
- Uploaded links for documentation and software downloads of new versions of StarRez
- Generated reports to track performance and analyze trends.
- Developed online tutorials and web-based training materials for software products.
Advanced Repair Agent
Geek Squad
- Daily responsibilities included managing multiple client request, troubleshooting numerous network problems, installing IT equipment, and performing on-site testing of newly installed equipment
- Expanded background knowledge in windows, mac and email implementation and reconfiguration
- Influenced IT strategic vision and helped to drive key departmental objectives
- Assembled and installed various hardware and other related components to build computers from scratch
- Experience with data migration and secure file transfers
- Repaired and decoded/ debugged Windows, Linux, and Mac0S operating system issues
- Understand client’s technology issues by actively listening, taking detailed notes and provide clients with their next steps
- Monitored queues and provided status updates to clients.
Implementation Specialist
ADP
- Actively listened to client request to create databases and collaborated with ADP associates in sales and customer service representatives to meet client business needs
- Performed daily responsibilities managing multiple client databases engaging with client throughout implementation, until client is successfully running ADP solutions
- Scoped projects, migrated data, configured custom applications, and supported user testing
- Installed, monitored, and customized clients' systems after an initial purchase of hardware or software to ensure a client has a positive experience with the software and systems.
Education
Bachelor of Science - Computer And Information Systems Security
Coastal Carolina University
Conway, SCSkills
- Troubleshooting and Problem-Solving
- Network Administration
- Operating System Installation and Configuration
- Hardware and Software Maintenance
- Technical Documentation
- Active Directory Management
- Cloud Computing
- Virtualization
- Remote Desktop Support
- SQL
- Database Management
- Communication and Interpersonal Skills
- Teamwork and Collaboration
- IT Security and Compliance
- Program, Planning & Implementation
- Graphic Design & Web Design
- Fluent in Programming Languages
- UX/UI Design
- Salesforce
- Problem Solving and Troubleshooting
- Technical Aptitude and Knowledge
- Active Listening and Feedback Incorporation
- End User Support
- ServiceNow
- Zendesk
- Tracking and Documentation
- Technical Troubleshooting
- UNIX Shell Scripting
- Technical documents comprehension
- Inventory Procedure Documentation
- Remote Technical Support
- Network configuration
- User experience focus
- Content Strategy Development
- Documentation Management
- Technical Editing Competence
- Advanced Technical Knowledge
Certification
- Certified UX/UI Professional Designer , ELVTR
- JAMF 100 License
Timeline
Technical Support Professional
Old Dominion University
Technical Support Representative
StarRez
Advanced Repair Agent
Geek Squad
Implementation Specialist
ADP
Bachelor of Science - Computer And Information Systems Security
Coastal Carolina University