Summary
Overview
Work History
Education
Skills
Software
Interests
Timeline
Hi, I’m

Ismah French

IT/Logistics
Philadelphia,PA

Summary

Competent Technical Support Engineer well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

8
years of professional experience
3
years of post-secondary education

Work History

UPS
Horsham, PA

Operations Supervisor
08.2023 - Current

Job overview

  • Motivated and trained employees to maximize team productivity.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.

Evolve IP
King of Prussia, PA

IT Technical Analyst
03.2021 - 03.2023

Job overview

  • Assisted in troubleshooting network, cyber-security and non-standard software and hardware related issues.
  • Provided Tier 1 support to Enterprise-level clients in a 24/7 uptime environment, often working overtime to accommodate client needs.
  • Investigated system issues and implemented resolutions to reduce downtime.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Developed diagrams to describe and lay out logical operational steps.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Trained new personnel regarding company operations, policies and services.
  • Developed and updated databases to handle customer data.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Sought ways to improve processes and services provided.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.

Whole Foods Market
Rydal, PA

Cashier/Cashier Assistant
08.2019 - 03.2021

Job overview

  • Processed POS transactions, including checks, cash and credit purchases or refunds.
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
  • Reviewed and resolved differences between accounting information and cash drawer.
  • Trained as a Cashier's Assistant and provided back-up coverage to provide customers with optimal support.
  • Answered questions about store policies and concerns to support positive customer experiences.
  • Helped over 10 guests every day by processing payments, monitoring reward accounts and resolving service concerns.
  • Used cash registers and POS systems to request and record customer orders and compute bills.
  • Assisted customers with special services, account updates and promotional options.
  • Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Educated customers on promotions to enhance sales.

UPS
Horsham, PA

Operations Supervisor
08.2019 - 06.2020

Job overview

  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
  • Motivated and trained employees to maximize team productivity.
  • Set and managed schedules to give proper coverage to required areas and meet customer service demands.
  • Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
  • Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention.

UPS
Horsham, PA

SORTER/UNLOADER/QUALITY CONTROL
09.2018 - 08.2019

Job overview

  • Loaded, unloaded and transferred materials using standard warehouse equipment, taking additional precaution when moving fragile items.
  • Used hand-held scanner to enter data product information.
  • Stacked items according to weights, sizes, types and picking priorities.
  • Assisted several sorters on as-needed basis with lifting and moving heavy and bulky items.
  • Monitored machines to automatically measure, organize or inspect products, halting conveyors to make equipment calibrations as necessary.

Art Sanctuary
Philadelphia, PA

Project Assistant Summer Intern
04.2016 - 05.2016

Job overview

  • Job duties consisted of data entry, research, promotion, gallery cleanup/setup, & event organization.
  • Analyzed projects to determine resource requirements and procured necessary equipment and software.
  • Investigated and corrected or escalated project problems.
  • Closely collaborated with project members to identify and quickly address problems.
  • Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
  • Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs using Microsoft Excel and Microsoft Word.

Education

Boys' Latin of Philadelphia Charter High School
Philadelphia, PA

High School Diploma

University Overview

  • Member of FTC Robotics Team 3 Years

Montgomery County Community College
Blue Bell, PA

Associate of Applied Science from Computer Science
09.2022 - Current

Franklin Apprenticeships

Certified Help Desk Technician (FCHDT)
03.2021 - 03.2022

Skills

Problem-Solving

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Software

Microsoft Office

Jira

Powershell

Broadsoft

WebEx

Python

Microsoft Teams

RMM

Interests

Frontend Developer

Cybersecurity

Backend Developer

Electrical Engineering

IT Support

Timeline

Operations Supervisor

UPS
08.2023 - Current

Montgomery County Community College

Associate of Applied Science from Computer Science
09.2022 - Current

IT Technical Analyst

Evolve IP
03.2021 - 03.2023

Franklin Apprenticeships

Certified Help Desk Technician (FCHDT)
03.2021 - 03.2022

Cashier/Cashier Assistant

Whole Foods Market
08.2019 - 03.2021

Operations Supervisor

UPS
08.2019 - 06.2020

SORTER/UNLOADER/QUALITY CONTROL

UPS
09.2018 - 08.2019

Project Assistant Summer Intern

Art Sanctuary
04.2016 - 05.2016

Boys' Latin of Philadelphia Charter High School

High School Diploma

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Ismah FrenchIT/Logistics