Dawn Winter
Minneapolis,MN
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Customer Experience Representative Associate
Kelly Services
03.2024 - 08.2024
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Technical Analyst
Brillant IT Jobs, Inc.
09.2020 - 11.2022
- Configure Server Windows Server 2016, Routers, & Switches - Sonic Firewall
- Image Windows 10 Laptops, Desktops, & Touch Screen Kiosks Machines and Deploy
- Work with Telco/ISP companies to ensure VOIP & Internet connectivity.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Cultivated professional working relationships with internal personnel, vendors and suppliers.
- Designed and maintained consistent data collection protocols and standards across numerous databases and projects.
- Authored technical requirement documentation to suit business goals and technological limits.
Project Team Lead
TES
08.2019 - 02.2020
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications
- Managed and motivated project teams to promote collaboration and keep members on-task and productive.
- Developed and managed comprehensive project plans and associated project documents to keep ongoing development on schedule.
- Communicated project expectations to team members and stakeholders to set tone for high productivity level.
- Traveled to remote locations to interact with remanufacturing facilities and meet with business unit teams and dealers to develop product offerings.
- Coordinated team members, consultants and material resources across multiple projects and departments.
- Led by example, applying thorough understanding of complex projects and business acumen to workplace challenges to motivate team members towards greater productivity.
Messaging Security Analyst
Insight Global
11.2016 - 02.2019
- Worked with migration team migrating users and resources from onprem to cloud
- Email purging - on-premise and cloud
- Created and managed Active Directory accounts, Mailboxes, Distribution Lists, and Public Folders
- Conducted security audits to identify vulnerabilities.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Proved successful working within tight deadlines and a fast-paced environment.
System Administrator
Blue Cross and Blue Shield of Minnesota
03.2016 - 10.2018
- Responsible for administration, support and operational responsibilities on Unified Messaging Team
- Maintained eDiscovery mail accounts for HR and Corporate Legal
- Created accounts and databases in Lotus Notes, Exchange and Active Directory
- Provided written documentation to Service Desk, which enabled the delivery of consistent service to end-users
- Resolved issues and escalated problems with knowledgeable support and quality service
- Provided training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Worked with users to determine areas of technology in need of improved usability.
- Provisioned new software and hardware for use, following established security policies.
- Implemented and maintained virtual private networks.
- Analyzed network traffic and performance metrics to optimize system performance.
- Maximized system availability through development and testing of contingency plans.
- Devised scripts and automation tools to improve system efficiency.
Enterprise Analyst
Wells Fargo
08.2013 - 01.2014
- Provided expert-level Microsoft Exchange and Outlook Administration working with over 300,000 users in complex nationwide/worldwide environments
- Receiving escalated tickets from helpdesk working through to resolution, interfacing with server administration team as necessary
- Advance troubleshooting for Outlook, OCS, Lync, Skype for Business, Live Meeting application issues
- Worked with delegate issues, mailbox issues, and email delivery and routing issues over multiple domains
- Support over 50,000 BES 07 and BES 10 users
- Collaborated with internal stakeholders, identifying and gathering analytical requirements for customer, product and projects needs.
Server Administrator
Hennepin Technical College
09.2011 - 06.2013
- Responsible for daily operational activities related to user account provisioning of Active Directory
- Provided server administration and configuration monitored servers activity and maintenance
- Responsible for KACE scripting and implementation
- Created and maintained Citrix accounts and farms
- Migrated legacy physical servers to VMWare
- Maintained network hardware and software and monitored network to support network availability to end users.
- Consulted with management to determine scope and priorities of projects and to discuss system capacity and equipment acquisitions.
- Verified continuity of computer and telephone system services for users..
- Authored documentation for system configuration and troubleshooting.
- Managed computer operation scheduling, backup, storage and retrieval functions.
Education
Computer Programming, Computer Science -
Brown College
Skills
- Call center experience
- Teamwork and Collaboration
- Appointment Scheduling
- Remote Technical Support
- User Support
- Ticket support system management
- Microsoft Outlook
- Technical issues analysis
Jobsearchbasics
System Administration, Technical Support, IT Consulting, System Administration, Technical Support, IT Consulting, Freelance, Temporary, Experienced, Professional Certification, No Military Affiliation
Scheduleandflexibility
Flexible Schedule, Part-Time Schedule, Remote Work, Freelancing, 100% Remote Work, Yes, a lot, Flexible, 40
Timeline
Customer Experience Representative Associate
Kelly Services
03.2024 - 08.2024
Technical Analyst
Brillant IT Jobs, Inc.
09.2020 - 11.2022
Project Team Lead
TES
08.2019 - 02.2020
Messaging Security Analyst
Insight Global
11.2016 - 02.2019
System Administrator
Blue Cross and Blue Shield of Minnesota
03.2016 - 10.2018
Enterprise Analyst
Wells Fargo
08.2013 - 01.2014
Server Administrator
Hennepin Technical College
09.2011 - 06.2013
Computer Programming, Computer Science -
Brown College
Similar Profiles
Michelle BuchananMichelle Buchanan
Long-Term Substitute Teacher at Kelly ServicesLong-Term Substitute Teacher at Kelly Services
Jayla TaylorJayla Taylor
Customer Service Representative at Kelly ServicesCustomer Service Representative at Kelly Services
Andrea NevarezAndrea Nevarez
Spanish Interpreter at Kelly ServicesSpanish Interpreter at Kelly Services
CHRISTINA JOHNELLCHRISTINA JOHNELL
Teacher's Assistant at Kelly servicesTeacher's Assistant at Kelly services
Muhammad ImamMuhammad Imam
Senior Blockchain Engineer at Polygon LabSenior Blockchain Engineer at Polygon Lab