Emma Bookspan
Lake Mary,FL
Summary
I am a university student majoring in accounting with experience in team management, project management, tier 1-2 tech support, basic financial accounting, and writing internal documentation, newsletters, and advertisements. I have worked in an Agile environment with 2-6 members managing tickets and projects while keeping a steady team. Working in IT led me to edit and write internal documentation as well as user-level newsletters. I love to work with customers and can always keep a cool head. I am highly motivated and always ready to learn as I love to expand my skills and grow my experience.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Specialist
Tier, Blacktip IT Services
Altamonte , Florida
01.2019 - Current
- Managed a multiple-person team on day-to-day activities, organized projects, worked in M365 and Google Suits, wrote up documentation for the team, wrote newsletters for clients.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Developed proactive tools to assist customers and internal support organization.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
Education
B.A. - Accounting
Florida Atlantic University
04.2023
General A.A -
Seminole State College
04.2021
Skills
- M365 admin suite\M365 apps
- Google admin suite\Google apps
- Mac OS and Windows
- Creative writing (newsletters, social media posts, internal documentation)
- Working with Excel sheets and formulas
- Managing schedules and meetings
- Account Administration
- Resolving Problems and Incidents
- Organizational Skills
- Customer Communication and Empathy
- Remote Technical Support
Certification
Microsoft Office Specialist: Excel Associate (Excel and Excel 2019) MO-200 exam
Tennis, painting, and reading
I love to practice tennis on the weekends, paint while listening to shows or podcasts, and read new books whether it be fiction, philosophy, or school books.
Timeline
Tier 2 Technical Support Specialist
Tier, Blacktip IT Services
01.2019 - Current
B.A. - Accounting
Florida Atlantic University
General A.A -
Seminole State College
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