Erica Mclean
Bismarck,ND
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Service Desk II
Northriver IT
01.2024 - Current
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Proficient in Microsoft cloud-based services
- Listened to users, communicated training and translated technical information into easily understood terms.
- Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
Service Desk I
Northriver IT
05.2022 - 01.2024
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted with updating technical support best practices for use by team.
- Configured hardware and granted system permissions to new employees.
- Developed and implemented preventive maintenance procedures.
Member Service Supervisor
Capital Credit Union
08.2021 - 05.2022
- Assisted members with various transactions such as deposits/withdrawals, setting up or closing accounts, and referring new products or services to better meet needs.
- Overseen and maintained branch maintenance, cleanliness, and security.
- Balanced and audited teller cash drawers and vault cash.
- Trained and mentored employees to standards by conducting coaching sessions and evaluating comprehension.
- Assisted with special projects and additional job duties.
Member Service Associate
Capital Credit Union
09.2020 - 08.2021
- Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
- Performed customer transactions for money orders, cashiers checks, deposits and withdrawals.
- Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse.
Information Technology Intern
Capital Credit Union
01.2021 - 05.2021
- Install and update Windows 10/Windows 8 operating systems.
- Setup/terminated users in Active Directory and other software.
- Assisted with database cleanup and documentation.
- Respond to staff technology issues (hardware and software) through tickets, email, phone, and instant messaging by providing technical assistance.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Education
Bachelor of Applied Science - Cybersecurity And Information Technology
Bismarck State College
Bismarck, NDAssociate of Applied Science - Cybersecurity & Computer Networks
Bismarck State College
Bismarck, ND05.2021
Skills
- Continuous professional improvement
- Exceptional time management skills
- Verbal and written communications
Certification
- Testout Security Pro
- Microsoft Office Specialist Excel 2016
- Security and Hacking certificate from BSC
- Computer Networks certificate from BSC
- Microsoft 365 Fundamentals
Additional Experience
Sykes Enterprises (2009-2011): At Sykes I specialized in troubleshooting high speed internet for Cox Communications based out of Arizona.
Timeline
Service Desk II
Northriver IT
01.2024 - Current
Service Desk I
Northriver IT
05.2022 - 01.2024
Member Service Supervisor
Capital Credit Union
08.2021 - 05.2022
Information Technology Intern
Capital Credit Union
01.2021 - 05.2021
Member Service Associate
Capital Credit Union
09.2020 - 08.2021
Bachelor of Applied Science - Cybersecurity And Information Technology
Bismarck State College
Associate of Applied Science - Cybersecurity & Computer Networks
Bismarck State College