Brittnee Mckenzie
Columbus
Summary
Experienced professional with over 10 years of data analysis, software and hardware support, and use of business intelligence tools. Proven track record of identifying inefficiencies and implementing solutions that improve operational performance. Demonstrated ability of strong communication skills and excellent customer service.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Tier 2 Analyst
NATIONWIDE CHILDREN’S HOSPITAL
08.2018 - Current
- Delivered exceptional customer service through an inbound call ticketing system, providing remote desktop support, troubleshooting software/hardware issues, and managing user accounts.
- Training and mentoring newly onboarded analysts, ensuring a smooth integration into team processes.
- Deliver results independently utilizing prioritization and time management to meet SLA goals.
- Advocate for adherence to procedures to achieve effective results, thus prioritizing customer satisfaction and resulting in first-class support.
- Recognized as the HDI Mid-Ohio Best Service and Support Analyst of 2020 for outstanding performance and service excellence.
- Provided technical support to other IS teams, troubleshooting and resolving issues encountered by team members.
- Assisted in leading projects related to Office 365 and ServiceNow licensing changes, as well as department drive migration.
Tier 1 Analyst
ASCENA SERVICE DESK
07.2017 - 08.2018
- Provided exceptional customer service through an inbound call ticketing system, offering remote desktop support and account management.
- Developed a comprehensive database of templates to streamline the creation and updating of service tickets.
- Designed and created reference materials for training, including “how-to” guides, process documentation, and procedural manuals.
- Maintained and updated job process documentation for multiple departments, ensuring consistency and accuracy.
- Acted as a key liaison between departments during system outages and participated in planning for future projects.
- Fostered team cohesion by organizing and implementing monthly team-building projects and volunteer opportunities.
- Created reference materials and maintained documentation on job processes for various department projects.
Education
INFORMATION TECHNOLOGY & SECURITY ADMINISTRATION
My Computer Career
Westerville, OH01.2017
Skills
- HDI & ITIL v4 Certified
- SCCM experience
- Time management
- MS Office familiarity and support
- ServiceNow experience
- ITIL knowledge
- IT infrastructure
- IOS and Windows support
- VMware usage
- Team collaboration and leadership
- Project management
- Process improvements
- Incident reporting
- Verbal and written communication
- Database management
- Software installation and maintenance
Certification
- ITIL v4 Certified
- HDMI Certified
Timeline
Tier 2 Analyst
NATIONWIDE CHILDREN’S HOSPITAL
08.2018 - Current
Tier 1 Analyst
ASCENA SERVICE DESK
07.2017 - 08.2018
INFORMATION TECHNOLOGY & SECURITY ADMINISTRATION
My Computer Career
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