Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Software
Affiliations
Languages
Interests
Work Preference
Generic
DARLEEN MITCHELL

DARLEEN MITCHELL

Customer Service/ Incident Management
Katy,TX

Summary

Dedicated customer support professional with strong communications both verbal and written, organized, resourceful in incident management escalation. Adherence to high service deliver standards. Knowledgeable in Hardware and software support troubleshooting to drive efficient resolution and operational effectiveness. Demonstrates strong analytical skills to assess and recommend practical solutions. Consistently providing effective leadership with a focus on recognizing and developing individual and team strengths. Other fields of experience prior to IT, include Human Resource Records, Medicare/Medicaid Billing, Accounting, Bookkeeping, and Office Management.

Overview

8
8
years of professional experience
4
4
years of post-secondary education

Work History

Dispatcher

Impress Computers
Katy, Texas
03.2024 - 05.2024
  • Excellent communication skills, both verbal and written.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Dispatched technicians to service requests for onsite technical support for b2b customer base.
  • Managed call intake for additional services and response to business processes, surveys, and communication.
  • Execution of team collaboration efforts to address issues between local and overseas technical support
  • Monitor critical system alerts for outages and viruses.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Senior Client Systems Analyst

SavaSeniorCare Administrative Services
Houston, TX
09.2016 - 03.2023
  • Support Windows operating systems and software applications
  • Operation Incident and service request tracking support using Ivanti ITSM to maintain service level agreements
  • Computer inventory control, repair, maintenance and support
  • Facilitate weekly team meetings to defined application problems by consulting with client to evaluate procedures and processes
  • Analyze records and reports for optimization of processes, data collection and machine performance
  • Provide logistics and support for yearly Company Leadership Conference initiatives and department projects

Education

Associate of Science - Business Technology

National Education Center
Houston, TX
1987 - 1989

Associate of Arts - Business

Lone Star College
Cypress, TX
06.2022 - Current

Skills

  • Customer Service and Support
  • Critical Thinking
  • Communication - verbal and written
  • Active Listening
  • Remote Support
  • Organizational Skills
  • Computer operation, maintenance & repair
  • Asset Management
  • Software Testing
  • Windows Operating Systems
  • Conflict Resolution
  • Technical Specifications
  • Emphasis in Incident Management
  • Team Collaboration
  • Dispatch coordination and scheduling
  • Maintaining call metrics

Accomplishments

  • Project collaboration in redesigning
    department ITSM ticketing system process, philosophy, service and delivery workflow.
  • Incident management for department operational processes.
  • Employee support and advocacy, developing team cohesive collaboration and operation.
  • Customer service de-escalation strategies and techniques to support healthy work relationships internal and external for 250+ locations.
  • Logistical partner in major yearly leadership project for executive and field management initiatives, hosting 1000+ staff operation.
  • Adherence to SLA and Service Request priority standards to manage a customer centric approach.
  • Managed ticketing process of onboarding and termination process assignment issued and retrieval of equipment.
  • Facilitated department weekly operational meeting to stay abreast potential problems.
  • Maintained department par levels of equipment and supplies for repair and maintenance sustaining within budget.

Timeline

Dispatcher

Impress Computers
03.2024 - 05.2024

Associate of Arts - Business

Lone Star College
06.2022 - Current

Senior Client Systems Analyst

SavaSeniorCare Administrative Services
09.2016 - 03.2023

Associate of Science - Business Technology

National Education Center
1987 - 1989

Software

Microsoft 365

Adobe Acrobat

Novell Zenworks Management/Endpoint Encryption

Cisco ANyConnect

Zulu Softphone

Windows O/S

RDP

GoToAssist

Trend Micro

Ivanti (ITSM)

Active Directory

Zoom

Affiliations

  • PHI Theta Kappa Honor Society

Languages

English
Native language
English
Advanced (C1)
C1

Interests

Technology

Healthy Cuisine cooking

Gardening

Theater & Art Museums

Jazz Music

Work Preference

Work Type

Full Time

Work Location

HybridRemoteOn-Site

Important To Me

Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchStock Options / Equity / Profit Sharing
DARLEEN MITCHELLCustomer Service/ Incident Management