Courtney Brown
Customer Suport Analyst
Oakwood Village,OH
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and 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. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Customer Support Analyst
Federal Reserve Bank Of Cleveland
03.2021 - Current
- Maintained detailed documentation of customer interactions, allowing for consistent follow-up and seamless handoffs between team members.
- Managed high-volume support ticket queues, prioritizing cases based on urgency and impact.
- Partnered with Operation, Agency Implementation, and Site Reliability teams to coordinate solutions.
- Monitored system performance to identify potential issues.
- Served as an escalation point for urgent or complicated cases, applying expertise to address critical issues effectively.
- Trained new hires in company procedures, fostering a smooth transition into their roles as Customer Support Analysts.
- Troubleshoot problems with software, hardware and networking for users.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
Cash Specialist
Federal Reserve Bank Of Cleveland
12.2012 - 03.2021
- Assisted teammates in managing day-to-day tasks to ensure smooth workflow
- Reconciled and balanced physical inventory with internal automation systems using proprietary software designed for the Cash function.
- Close attention to detail in a highly controlled environment.
- Used enhanced knowledge of the currency circulation process and automated systems to help resolve operating exceptions and escalate when necessary
- Prepared supporting documentation for daily transactions and physical holdings including source documents that will serve as the official record according to the System Records Retention Manual.
- Through trained observation, detected and secured counterfeit, old series, and altered notes. Prepared Notes for transfer to the final disposition.
- Worked in a closely controlled team environment as well as independently.
Education
No Degree - Information Technology
Southern New Hampshire University
Hooksett, NH 05.2001 -
Skills
Task Prioritization
Multitasking Abilities
Time management abilities
Customer Needs Assessment
Problem-solving aptitude
Call Center Operations
Written Communication
Microsoft Windows and Office
Team building
Effective Communication
Adaptability
Friendly and Patient
Self Motivation
Timeline
Customer Support Analyst
Federal Reserve Bank Of Cleveland
03.2021 - Current
Cash Specialist
Federal Reserve Bank Of Cleveland
12.2012 - 03.2021
No Degree - Information Technology
Southern New Hampshire University
05.2001 -