Proficient in Office Applications
Hailey Vann
Information Technology Analyst
Cairo,GA
Summary
ITIL 4 certified Desktop Support Technician with experience in correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means. Skilled Technologist with experience configuring computers, 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
5
years of professional experience
1
1
Certificate
Work History
Problem Management Analyst
Flowers Foods
Thomasville , GA
01.2021 - Current
- Evaluated current processes to develop improvement plans.
- Prioritizing all open problems according to ITIL practices
- Conducted meetings between resolver groups involved for further analysis.
- Produced RCA's to prevent similar issues from occurring.
- Following up with resolver groups regarding open problems to confirm problems are resolved in set SLA times.
- Collected, documented and modeled data to assess business trends
- Compiled research data and assisted in giving professional presentations highlighting finds and recommended optimizations.
Helpdesk Technician, Tier 2 Desktop Technician
Flowers Foods
Thomasville, GA
01.2019 - 01.2021
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Proficient in installing, and troubleshooting Microsoft Office 365, Microsoft Active Directory, SCCM, SAP, Avigilon, CCURE, Alchemy manager, CyberArk, Service Now, IT HEAT system, CAPPM, PCDATA
- Cross trained and assisted with Assets Management development and resolving incoming Asset management tasks
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Documented all transactions and supported system interactions for future reference.
- Built and provided basic end-user troubleshooting and desktop support on Windows systems.
- Logged support tickets and closed when issues were resolved.
- Prepared references for users by writing clear operating instructions.
- Loaded software, and configured hardware for new employees as part of the on-boarding process.
- Assessed system hardware and software, and suggested modifications to reduce lag time and improve overall speed.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware, devices and software to set up work stations for employees.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Helped streamline repair processes and update procedures for support action consistency.
- Monitored network activity and statuses of equipment via SolarWinds, and reported system downtime to affected teams
- Troubleshooting network connectivity at first tier level.
- Followed check sheet with mandatory hourly checks to perform.
- Analyzed, prioritized, researched, and solved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Uninstalled and reinstalled basic software applications
- Resolved username problems
- Repaired broken computers
- Worked tickets escalated by Tier One Helpdesk analysts.
Consumer Relations
Flowers Foods
Thomasville , GA
12.2016 - 02.2018
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Delivered excellent customer service, resulting in consistent customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided reimbursement for unsatisfactory product when needed.
- Answered 30 or more calls per day when consumers had unpleasant experiences with featured products
- Kept detailed records of customer accounts, including actions taken, issues resolved, and service information
- Answered Ingredient questions for callers. De-escalated problematic customer concerns, maintaining calm, friendly demeanor
Customer Service
Flowers Foods
Thomasville , GA
10.2015 - 12.2016
- Resolved problems and provided exceptional service.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Carried out day-day-day duties accurately and efficiently.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Provided Customer Service for more than 40 Dollar General Stores
Skills
Computer skills
Software
Microsoft Active Directory
CCure
Alchemy
Virtual Private Networking (VPN) Software
ITIL/ Service Now
SAP
Certification
ITIL 4 Foundation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
ITIL 4 Foundation
05-2021
Problem Management Analyst
Flowers Foods
01.2021 - Current
Helpdesk Technician, Tier 2 Desktop Technician
Flowers Foods
01.2019 - 01.2021
Consumer Relations
Flowers Foods
12.2016 - 02.2018
Customer Service
Flowers Foods
10.2015 - 12.2016
GED -
Albany Technical College
05.2008 - 06.2008
Education
GED -
Albany Technical College
Cuthbert Ga 05.2008 - 06.2008
Similar Profiles
Farley Painter, Jr.Farley Painter, Jr.
Vice President Supply Chain at Flowers FoodsVice President Supply Chain at Flowers Foods
Ryan BuckRyan Buck
Production Superintendent at Flowers FoodsProduction Superintendent at Flowers Foods
Ezra NolineEzra Noline
Mixer Operator at Flowers FoodsMixer Operator at Flowers Foods