Felisha Jackson

Help desk support, Active Directory supported desk specialists that provided live tech support through phone calls, chat, and email to employees the of company. I provided a high level of customer service , technical skill, and timeliness. I provided a of high degree remote IT support and escalated higher level problems to the correct personnel. I have fast paced experience with ticketing systems and writing efficient and concise documentation.

• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Monitored systems in operation and input commands to troubleshoot areas.
• Configured hardware, devices and software to set up work stations for employees.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Devised solutions to operations issues related to Cherwell and sharepoint, working closely via phone, email, live chat and web teleconference.

• Created help desk tickets, troubleshot and resolved desktop issues.
• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
• Answered questions and provided information to customers about new software or hardware.
• Determined hardware and network system issues using proactive troubleshooting techniques.
• Delivered onsite technical support for 80-100 employees.
• Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes.
• Used ticketing systems to manage and process support actions and requests.
• Submitted service tickets for equipment maintenance requests.
• Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
• Managed high levels of call flow and responded to 80-100 technical support needs.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

• Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
• Checked employees' benefits enrollment for accuracy and inputted all data in CRM.
• Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions.
• Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
• Processed medical insurance claims, medical coding, and maintaining patient records in various health care settings.
• Updated insurance polices from doctors for medical billing, medical claims, for our customers.
• Contacted a patient's insurance company to verify coverage levels and works with individuals to educate them on their benefits information. This includes insurance billers, medical coders,and claims examiners.

• Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
• Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
• Recorded incident reports with detailed accounts of occurrences.
• Monitored property and investigated areas of suspicion.
• Drafted reports of property damage, theft, accidents and unusual occurrences to document daily activities and irregularities.
• Patrolled and monitored premises in company vehicle, on bicycle and by foot.
• Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
• Demonstrated commitment to public safety by patrolling events and well-populated establishments.
• Assessed ongoing risk factors and suggested improvements to senior management.
• Guided periodic property safety inspections and oversaw remedial action for potential hazards.
• Administered CPR and first aid to resuscitate individuals while waiting for emergency medical responders to arrive.
• Monitored video surveillance feed and system alerts for suspicious activity.
• Performed guard duties by making judgment decisions within proper policy and procedures.
• Provided safety reports and data analysis to building managers to inform security processes.
• Oversaw credentialing activities for all employees, contractors and consultants.
• Established company-wide security best practices and protocols to mitigate risk of data breach.
• Managed and supported organization-wide privacy and security management measures.
• Consulted with team members to assess flawed root causes and plan for remediation.
• Maintained high levels of data integrity by implementing and monitoring information-safety programs.
• Drafted detailed security policy to govern and support technology decisions.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Educated clients on account services and resolved client inquiries regarding statement information and account balances.
• Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
• Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
• Adapted to new applications and maintained knowledge of current technologies.
• Researched and evaluated suppliers and vendors based on quality, price, selection, availability and distribution capabilities.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
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• Professional development completed in IT of science.
• Member of The Sociecty for collegiate Leadership a Achievement
• Dean's List 1st, 3rd, and 2018- 2022
• Member of The Sociecty for collegiate Leadership a Achievement