Ieshawia Renae Hardy
Information Technology
Montgomery,AL
Summary
A highly-motivated employee with a desire to take on new challenges. Strong worth ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Systems Technician/Systems Administrator
Gdh
Montgomery, AL
07.2022 - Current
- Serves as the first point of contact for State Agency clients and vendors/suppliers, providing troubleshooting support via phone/email on using the Ivalua E-Procurement software (branded Alabama Buys)
- Oversees advanced problems, recognition, research, isolation, resolution, and follow-up for routine user problems.
- Set up user accounts, permissions, and passwords and defined network policies and procedures.
- Responsible for the installation, repair, support, and relocation of personal computer equipment and software and data communications equipment and systems.
Unemployment Insurance Claims Examiner/Support Technician
Solid State Operations
Montgomery, AL
01.2021 - 12.2021
- Actively engaged with three chats simultaneously assisting claimants with unemployment benefits, updating personal information, and assisting with general inquiries.
- Maintained a 97% satisfaction rate with forward-thinking strategies focused on addressing technical needs and resolving issues.
- Manage user accounts and permissions, ensuring that access is granted or revoked as necessary, with a 95% accuracy rate and no security breaches.
- Document support requests and resolutions in Zendesk, ensuring that all interactions are accurately recorded for future reference, and maintaining a 100% documentation accuracy rate.
Client Service Advisor
Hancock Whitney Bank
Montgomery, AL
09.2020 - 01.2021
- Resolved contract and billing system inconsistencies, identifying discrepancies and requesting corrections.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Documented customer correspondence in CRM to track requests, problems and solutions.
Service Desk Agent
Perspecta (Federal Service Desk)
Montgomery, AL
07.2015 - 09.2020
- Provided customer/technical support for government websites: SAM.gov, Assisting Listing, Wage Determinations, Beta SAM, FPDS, Contract Opportunities, Esrs, Fsrs, and studentaid.gov with FAFSA application.
- Respond to customer inquiries via telephone, email, and web chat.
- Completed ongoing training to stay abreast of product, service, and policy changes.
- Utilized multiple call center support applications to efficiently assist customers.
Education
Associate of Arts - Management Information Systems
Amridge University
Montgomery, AL05.2022
Skills
- Customer Relations
- Critical Thinking
- Problem-Solving
- Verbal and Written Communication
- Troubleshooting
- Attention to Detail
- Data Entry
- Salesforce CRM
- Microsoft Windows and Office
- ServiceNow
Certification
- CompTIA Security +CE
- Microsoft Certified Azure Fundamental AZ-900 (In-process)
Timeline
IT Systems Technician/Systems Administrator
Gdh
07.2022 - Current
Unemployment Insurance Claims Examiner/Support Technician
Solid State Operations
01.2021 - 12.2021
Client Service Advisor
Hancock Whitney Bank
09.2020 - 01.2021
Service Desk Agent
Perspecta (Federal Service Desk)
07.2015 - 09.2020
Associate of Arts - Management Information Systems
Amridge University
Similar Profiles
Alfred GasperAlfred Gasper
Mail Clerk at GDHMail Clerk at GDH
De'Andria FootsDe'Andria Foots
Sales Representative at GDHSales Representative at GDH
HAUKEN SMITHHAUKEN SMITH
Sr. Specialist WMS at GDHSr. Specialist WMS at GDH