Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Brittany Field

Elizabeth City,NC

Summary

Technology-inclined professional possesses strong troubleshooting capabilities with a customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Current Active Secret Security Clearance.

Overview

10
10
years of professional experience
1
1
Certification

Work History

IT Service Desk Analyst

SAIC
10.2023 - Current
  • Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end-users.
  • Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
  • Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Assisted Information System Security Managers/Officers (ISSM/ISSO) via authentication to re-enable/unlock users accounts after inactivity or IA event resolution.
  • Assisted users with their high vulnerability devices that were placed in quarantine due to compliance issues involving lack of security barriers.

Customer Experience Manager

Home Depot
02.2022 - 06.2024
  • Collaborated with senior management to align business objectives with customer experience initiatives, contributing to overall company growth and profitability
  • Developed and delivered customer experience training programs for employees at all levels, fostering a customer-centric culture and ensuring consistent service excellence
  • Implemented customer experience measurement metrics and conducted regular audits to assess service quality, identify areas for improvement, and ensure consistent delivery of exceptional customer experiences
  • Provide quality assurance of all security authorization documentation and other documentation that supports the system
  • Implemented talent acquisition strategies, attracting and hiring top talent, and building high-performing teams with diverse skill sets.

Department Supervisor

Home Depot
01.2018 - 02.2022
  • Implemented effective performance management systems, conducting regular performance reviews, setting clear expectations, and providing constructive feedback to optimize team productivity
  • Led cross-functional teams in the successful execution of complex projects, ensuring adherence to timelines, budgets, and quality standards
  • Cultivated strong relationships with key stakeholders, including clients, vendors, and internal departments, to ensure smooth collaboration and successful project outcomes
  • Monitored and analyzed key performance indicators (KPIs), implementing data-driven strategies to improve operational efficiency and optimize resource allocation
  • Oversaw and manage employees, providing leadership, mentorship, and fostering a positive work environment to achieve departmental goals.

Manager

Medal Medic
09.2014 - 12.2018
  • Implemented change management initiatives, effectively communicating changes, addressing resistance, and ensuring successful adoption across the organization
  • Conducted training and development programs, equipping team members with the necessary skills and knowledge to excel in their roles and contribute to organizational success.

Education

Skills

  • Customer Service
  • Microsoft Office
  • AWS
  • Trellix
  • Remote Support
  • Active Directory
  • Analytical Skills
  • Escalation Management
  • Adaptability
  • Security Awareness
  • Risk Management Framework

Certification

CompTIA Security+ (SEC+)

Timeline

IT Service Desk Analyst

SAIC
10.2023 - Current

Customer Experience Manager

Home Depot
02.2022 - 06.2024

Department Supervisor

Home Depot
01.2018 - 02.2022

Manager

Medal Medic
09.2014 - 12.2018

Similar Profiles

CREATE PROFILE
Brittany Field