Summary
Overview
Work History
Education
Skills
Certification
Assessments
Workauthorization
Personal Information
Timeline
Generic

Chanel Wood-Norman

Detroit,ME

Summary

Women In Tech/Cybersecurity

Overview

9
9
years of professional experience
1
1
Certification

Work History

Data Analyst

Labor Staffing
10.2023 - Current
  • Interpret data for over 400 clients, across 6 different states
  • Analyze daily results using statistical techniques and provide ongoing reports
  • Develop and implement databases, data collection systems, data analytics and other strategies that optimize statistical efficiency and quality
  • Locate and define new process improvement opportunities
  • Maintaining databases and data systems by addressing errors and monitoring performance
  • Analyzing collected data and putting it into a format that others can easily interpret
  • Preparing reports for organizational leadership to use in a business setting
  • Collaborating with other employees to determine areas of improvement in relation to data.

IT Support Specialist

CDE Services
01.2021 - 10.2023
  • Provide daily support to 20+ clients and over 2000 daily users of various device and computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation
  • Identifies, investigates, and resolves users problems with computer software and hardware
  • Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns
  • Consults with users to determine steps and procedures taken to identify and resolve the problem
  • Guides users through diagnostic and troubleshooting processes
  • Maintains knowledge of technology innovations and trends
  • Maintains and assists with handling different accounts
  • Performs other related duties as assigned.
  • Consulting with IT managers and other departments as required.
  • Providing IT assistance to staff and customers.
  • Training end-users on hardware functionality and software programs.
  • Resolving logged errors in a timely manner.
  • Monitoring hardware, software, and system performance metrics.
  • Updating computer software. as well as upgrading hardware and systems.
  • Maintaining databases and ensuring system security.
  • Documenting processes and performing diagnostic tests.
  • Keeping track of technological advancements and trends in IT support.

Senior Help Desk Technician

Rubicon Technologies
02.2018 - 01.2023
  • Managed Help Desk tickets in various formats in a timely manner for 6 years
  • Respond to issues via phone, email and computer chat
  • Provide assistance
  • Document day to day interactions
  • Run diagnostics to resolve customer reported issues
  • Install, make changes, and repair computer hardware and software
  • Follow-up with customers to ensure issues are resolved
  • Train computer users
  • Communicate effectively to provide personalized support
  • Write and edit training manuals as needed
  • Run reports and analyze company data
  • Provide training for other staff members for troubleshooting support
  • Walk customers through various technical issues
  • Monitors the daily progress of projects
  • Organizing project logistics
  • Data entry upkeep, Microsoft Outlook, excel, Zendesk, GUS, and other software.

Criminal Verifications Analyst

InfoMart
08.2018 - 01.2019
  • Perform data entry, provide excellent customer service, and perform regular telephone communication
  • Verify the employment, education and professional licenses of applicants applying to work for company's specific clients
  • Process and record the written and verbal verifications of previous employers and transmit results for client reporting
  • Conduct personal and professional reference checks and a variety of phone interviews
  • Research information via Internet (especially to find an employer when there is no listing available)
  • Process within departmental policy and procedure guidelines
  • Obtain personal references; Verify professional certification; Verify workers compensation claims
  • Verify attendance and attainment of degrees at educational institutions
  • Work with client relations department to provide prompt and thorough re-verifications
  • Transcribe information from phone interviews
  • Responsible for confirming the candidates' types of degrees or certificates as well as graduation and attendance dates.

Detention Officer

Fayette County Sheriff's Office
07.2017 - 08.2018
  • Ensures the safety and security of jail operations personnel, citizens, and inmates
  • Processes and supervises inmates; conducts regular head counts
  • Responds to medical and security emergencies
  • Patrols jail facility and grounds and assists in the training of new personnel
  • Searches inmates and seizes contraband
  • Completes required forms and reports
  • Performs other related duties as assigned.

Call Center Customer Service Representative

Afni Call Center
12.2015 - 01.2017
  • Assisting customers with everyday sales and needs via chatting as well as calling
  • Process payments, update customers accounts with proper information
  • Selling products, accessories and plans as well
  • Meeting monthly quotas set aside by company guidelines.

Education

Bachelor's of Science - Cybersecurity Management

Kennesaw State University
07.2024

Bachelor's - Criminal Justice

Columbus State University
12.2017

Skills

  • 85 WPM
  • IT Support
  • Technical Support
  • Help Desk Support
  • Transcription
  • Zendesk
  • Microsoft Outlook
  • Windows
  • Data Analytics
  • Software Troubleshooting
  • Microsoft/SharePoint
  • Desktop Support
  • Operating Systems
  • Network Support

Certification

  • First Aid Certification
  • CPR Certification

Assessments

Technical support, Proficient, 10/01/21

Workauthorization

Authorized to work in the US for any employer

Personal Information

Willing To Relocate: Anywhere

Timeline

Data Analyst

Labor Staffing
10.2023 - Current

IT Support Specialist

CDE Services
01.2021 - 10.2023

Criminal Verifications Analyst

InfoMart
08.2018 - 01.2019

Senior Help Desk Technician

Rubicon Technologies
02.2018 - 01.2023

Detention Officer

Fayette County Sheriff's Office
07.2017 - 08.2018

Call Center Customer Service Representative

Afni Call Center
12.2015 - 01.2017

Bachelor's of Science - Cybersecurity Management

Kennesaw State University

Bachelor's - Criminal Justice

Columbus State University

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Chanel Wood-Norman