Years of IT professional experience
Jakeisha Harris
IT Professional
Kansas City,KS
Summary
Skilled IT Specialist with experience in managing network systems, data security, and troubleshooting technical issues. Strong knowledge of hardware and software installation and maintenance. Demonstrated ability to improve system efficiency and reduce downtime with a proven track record at Epsilon Staffing / Internal Revenue Service, adept in managing significant IRS-wide projects to enhance customer support services. Expert in troubleshooting software and offering top-notch customer service, demonstrating a unique blend of technical proficiency and problem-solving abilities.
Overview
3
3
3
3
Years of Quality Control professional experience
Work History
IT Specialist (Customer Support) (Desk-side Support)
Epsilon Staffing / Internal Revenue Service
Kansas City, MO
10.2023 - Current
- Manage large IRS-wide special projects that have a significant impact on the delivery of customer support services, e.g., infrastructure, or workforce relocation.
- Represent the customer support office in planning to install and implement major new IRS-wide systems, e.g., upgrade to a new operating system, and lead efforts to define post-implementation support requirements.
- Plan, implement, and manage major IRS-wide problem management systems designed to effectively recognize, report, track, and resolve problems. Evaluate the feasibility of adapting new methods to enhance customer satisfaction.
- Provide advice and assistance to customers on a large local problem to troubleshoot complex issues, and provide support in a manner that minimizes interruptions in customers' ability to carry out critical business activities.
IT Service Desk
A-One Staffing, LLC / Kansas City, Missouri School Board of Education
Kansas City, MO
03.2022 - 10.2023
- First point of contact for all technology troubleshooting needs.
- First line of basic troubleshooting for the district through phone and email requests.
- Receives help requests via phone and email, and routes them to the appropriate people or departments using standardized tools.
- Assists in the day-to-day operation of the student information system and provides level 1 support for this software.
- Assists with state data collection and reporting.
- Assists with the management of the district phone system and provides level 1 support for phone users.
- Organizes and maintains a database for user logins (staff and students, across multiple platforms).
- Organizes district licensing of all software.
- Assists in maintaining district technology inventories.
- Assists with the daily operations of the technology department (financial software, time, and attendance software).
Quality Control Chemist
Central Solutions
Kansas City, KS
11.2019 - 07.2022
- Evaluate results against approved specifications, perform a peer review of analytic data, and share data results.
- Fulfilled the role of technical leader within the team (running roughly around 20 analytic tests per day).
- Perform analytical testing for the release of raw materials and finished goods according to approved procedures and site quality standards.
- Calculated math formulations for liquid and dry conversions for weighing purposes.
- Proficiency with Excel pivot tables and information systems.
- Managed multiple projects and adjusted to quickly changing priorities.
- Proficiency with the Microsoft Office Suite and the ability to learn new software as necessary.
- Ability to organize detailed work to meet deadlines, and work independently, as well as a member of a team.
- Excellent written and oral communication skills, with the ability to work with both technical and non-technical.
Education
Bachelor of Computer Science - Software and Database Management
DONNELLY COLLEGE
Kansas City, KS12.2023
Skills
- Windows operating systems
- Windows 10
- Troubleshooting software
- Active Directory
- Office 365
- Support
- Help desk
- Technical support
- Customer service
- Help-desk troubleshooting
- Outlook
- Access
- Service now
- Splashtop
- VPN
- Gravimetric determination
- FTIR
- UV-Vis Spectroscopy
- Chromatography
- Network administration
- Disaster recovery
- System upgrades
- Software development
- Technical issue analysis
- System design and deployment
- IT diagnostics
- Software implementation
Skills
Windows Operating Systems, Windows 10, Troubleshooting Software, Active Directory, Office 365, Support, Help desk, technical support, Customer service, Help-desk troubleshooting, Outlook, Access, service now, Splashtop, VPN, Service Now, Gravimetric determination, FTIR, UV-VIS Spectroscopy, Chromatography, Gas Chromatography, Excel, Access
Timeline
IT Specialist (Customer Support) (Desk-side Support)
Epsilon Staffing / Internal Revenue Service
10.2023 - Current
IT Service Desk
A-One Staffing, LLC / Kansas City, Missouri School Board of Education
03.2022 - 10.2023
Quality Control Chemist
Central Solutions
11.2019 - 07.2022
Bachelor of Computer Science - Software and Database Management
DONNELLY COLLEGE
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