Summary
Overview
Work History
Education
Skills
Timeline
Generic

Christina Ballard

Detroit

Summary

Experienced Help Desk Support professional with 10+ years of expertise in providing technical assistance, troubleshooting, and customer support across various platforms, combined with strong data entry and administrative skills. Proven ability to resolve complex issues, maintain data accuracy, and support high-volume information processing with exceptional attention to detail. Seeking to leverage my technical knowledge, fast typing speed, and problem-solving abilities in a Help Desk Support or Data Entry position within a dynamic organization.

Overview

18
18
years of professional experience

Work History

Business Support Specialist (Remote)

Rocket Mortgage
08.2015 - 07.2025
  • Diagnosed and troubleshot IT problems, enhancing overall system performance and user satisfaction.
  • Analyzed support trends to identify areas for process improvement, increasing team efficiency.
  • Collaborated with cross-functional teams to improve data management processes.
  • Handled confidential information with discretion and professionalism.
  • Collaborated with IT team to implement software updates, improving system performance and security measures.
  • Monitored help desk requests to prioritize urgent issues, optimizing response time and service delivery.
  • Conducted regular follow-ups with users post-resolution to ensure ongoing support effectiveness.
  • Participated in team meetings to share insights on common technical challenges, fostering knowledge sharing among colleagues.

Help Desk Analyst (Remote)

Data Dimensions
01.2008 - 01.2015
  • Provided remote technical assistance to clients and internal users via phone, email, and chat.
  • Diagnosed and resolved hardware, software, and network issues to minimize downtime.
  • Logged and tracked service requests, documenting solutions and updates in ticketing systems.
  • Assisted users with navigating databases, applications, and cloud-based tools.
  • Conducted follow-ups to ensure issues were fully resolved and customer satisfaction was achieved.
  • Supported data-related troubleshooting, maintaining accuracy across platforms.

Education

Bachelor of Science - Business Administration

Eastern Michigan University
Ypsilanti
05-2015

Skills

  • Ticketing system proficiency
  • Problem resolution
  • Advanced diagnostics
  • Training and mentoring
  • Remote desktop support
  • Incident management
  • SLA compliance
  • Advanced SQL queries
  • Fast & Accurate Typing (75 WPM)
  • Data Entry & Information Management
  • Microsoft Office Suite (Excel, Word, Outlook)
  • Google Workspace (Sheets, Docs, Drive)
  • Technical Support & Troubleshooting
  • Customer Service & Communication
  • Time Management & Organization
  • Confidentiality & Data Privacy

Timeline

Business Support Specialist (Remote)

Rocket Mortgage
08.2015 - 07.2025

Help Desk Analyst (Remote)

Data Dimensions
01.2008 - 01.2015

Bachelor of Science - Business Administration

Eastern Michigan University

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