Hi, I’m
Emoni S. Brown
Crofton,MD
Summary
Skilled IT professional with 6+ years of customer service and experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
5
years of professional experience
1
Certification
Work History
Cognosante
Tier 1 Technical Support Agent
03.2023 - Current
Job overview
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Completed password resets through Centers for Medicare & Medicaid managed websites for government contractors and employees
- Mapped shared network drives for users using provided paths
- Troubleshooted issues for company VPN'S Cisco AnyConnect Secure Mobility Client(Cloud VPN) & Zscaler
- Provided general support for Government Furnished Equipment (GFE) with both IOS & Windows operating systems
- Created incident tickets, cases, & requests appropriately with Service Now ticketing system
- Remoted into user's GFE devices using Beyond Trust software
- Sent user's requests to warehouses for technical hardware and additional accessories like headsets, keyboards, & wireless mice
- Pushed application updates from Office 2019 to Microsoft 365 on GFE computers
- Added resource mailboxes in Outlook & helped manage distribution lists
- Connected GFE devices to personal printers by installing printer drivers
- Aided callers with filling out applications to receive Personal Identity Verification (PIV) cards & renewing PIV card certificates
- Removed and re-cached PIV certificates when necessary
National Rural Telecommunications Cooperative NRTC
Tier 1 Technical Support
12.2020 - 03.2023
Job overview
- Gathered data from customers and converted that data into written narratives for tickets
- Navigated varieties of word processing, spreadsheet, graphics and scheduling tools
- Explained highly technical data and information in simplistic grade school language to rural end users of complex IT systems and projects
- Maintained daily call center metrics above goal expectations of ATT: 9:30, ACW: 90, CPA: 4
- Investigated both intermittent and persistent issues to pinpoint problems for next steps of resolution
- Initiated outbound calls to customers during queue overflow
- Managed fiber optic, DSL, & cable modems & routers for residential customers including their SSID's and WPA keys
- Configured both 2.4ghz & 5ghz bands for customers & explained to them how to properly utilize them
- Performed antivirus scans for customers to remove malicious threats from devices
- Identified vulnerabilities in residential network setups
- Resolved varieties of issues whether it pertained to internet, TV, VoIP, POTS, & email server settings
- Created detailed tickets for every call
- Removed malware, ransomware and other threats from laptops and desktop systems.
Pomeroy
Customer Service Representative
02.2020 - 12.2020
Job overview
- Placed outbound calls to existing members to provide additional consultation on products and services
- Answered calls or emails from customers and assisted with special requests or resolving complaints
- Communicated with clients over phone, email, and chat platforms
- Directed phone calls to shorten service time and steer conversations towards targeted solutions
- Received multiple troubleshooting calls/requests simultaneously for various system types
- Updated and troubleshoot issues via phone/computer
- Demonstrated proficiency with MS Office products (Word, Excel, and Outlook)
- Managed stressful situations with high call volume
- Diagnosed, troubleshooted and resolved technical issues presented by customers, with quality as objective
- Updated relevant documents, documentation, and articles (tickets, SOPs, knowledge-based documents)
Target
Service Desk Supervisor
04.2018 - 02.2020
Job overview
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Processed returns & exchanges
- Defected out obsolete items for recycling
- Checked out customers on cash register
- Supervised self-checkout
- Trained new recruits at checkout lanes and at service desk
- Supervised service desk area
Education
Bowie State UniversityBowie, MD
Bachelor's from Computer Networking
05.2022
Skills
- Critical Thinking
- Communication
- Problem Solving
- Detail Orientation
- Adaptability
- Time Management
- Troubleshooting
Certification
Oracle Java Explorer Programming Certification
Timeline
Tier 1 Technical Support Agent
Cognosante
03.2023 - Current
Tier 1 Technical Support
National Rural Telecommunications Cooperative NRTC
12.2020 - 03.2023
Customer Service Representative
Pomeroy
02.2020 - 12.2020
Service Desk Supervisor
Target
04.2018 - 02.2020
Bowie State University
Bachelor's from Computer Networking
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