Jasmine Henry
West Bloomfield,MI
Summary
To obtain a challenging position, utilizing the abilities that I’ve developed through experience and training with the opportunity for professional growth. Communication More than 15 years of customer service experience and 7 years of technical support. Supportive strengths are excellent customer service skills and communication skills. I’m very responsible, self-motivated, trustworthy, and reliable. While maintaining great people skills and being a team player and sustaining a professional demeanor while doing so. Typescript is 45 wpm and have excellent time management. Self-motivated Liaison Officer eager to work with students of all backgrounds to increase academic performance and improve school integration. Highly organized, efficient and communicative Liaison Officer with strong background coordinating business operations with internal and external stakeholders. Effective in serving as middle person in streamlining processes, resolving issues and improving communications. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Customer Liaison IT Admin
AAA Auto Club Group
11.2022 - 04.2023
- Meet with clients to identify their IT needs, problems and concerns
- Demonstrate understanding of different IT solutions and how they can benefit client
- Develop and present IT solutions to clients, tailored to their specific needs
- Provide ongoing support to ensure clients are satisfied with IT solutions provided
- Maintain knowledge of the latest IT trends and advancements
- Work with the internal operations team to ensure seamless delivery and implementation of IT solutions for clients.
- Liaised between internal departments and external partners to promote efficient communication and collaboration.
- Facilitated meetings and conferences between various parties, enabling better collaboration and efficient decision-making.
IT Support Analyst
Central City Integrated Health
03.2022 - 08.2022
- Oversee the performance of the organization’s computer systems daily, and take note of any discrepancies or changes
- Respond to people’s questions regarding a problem with a specific computer, program, or piece of equipment
- Run tests on a computer or piece of software before giving it back to the individual, and recommend anything that can be done to prevent the issue in the future
- Install new electronic equipment as it is acquired by the company, which is typically done at least once a year
- Maintain records of all troubleshooting jobs completed, and input data into online storage so that it can be recalled when a similar issue comes up in the future
- Develop training guides to be distributed to employees that outline how a specific program is to be used
- Update company’s security system regularly, and pinpoint any potential breaches that could take place
- Terminate inefficient software and recommend better programs for the company to use when asked.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Answered customer support inquiries via specialized ticket tracking platforms.
Technical Analyst
NTT Data
08.2021 - 12.2021
- Develop engagements for new product developments and product upgrades
- Work with customers and project team to determine deployment requirements
- Evaluate existing deployment procedures and recommend improvements
- Assist in deployment risk assessment and mitigation activities
- Analyze deployment issues and provide effective resolutions
- Coordinate with management to develop deployment communication plan and deployment continuity plan
- Provide job training and cross training to team members on deployment approaches
- Understand clearly company’s deployment processes and standards
- Develop deployment documentations for customers and maintain training and learning materials for team
- Provide product implementation training to customers as needed
- Provide 24×7 customer support during deployment
- Schedule meetings and report deployment status to management on regular basis
- Provide post-deployment support to customers as needed.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Advised project managers on simultaneous technical workstreams, aiding in alignment of broader business goals.
Consumable technician
Lexmark international
01.2020 - 05.2021
- Work directly with clients to ensure that the job is up to their standards
- Monitor printing progress, perform basic maintenance on printing machines, such as cleaning and replacing toner, and complete any other duties specific to the job
- Keeping track of the ink levels in the printer cartridges daily
- Ensure papers are loaded correctly in all printers to minimize paper jams and reduce maintenance calls and replace faulty parts.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Maintained quality assurance and customer satisfaction objectives.
Technical analyst
Mckesson Pharmacy Systems
03.2019 - 12.2019
- Implement new account Hardware for MPS Pharmacy Software Products
- This includes servers, workstations, barcode scanners, image scanners, printers, signature pads, biometrics devices verify/test connectivity, collaboration between vendor and customer (VPN)
- The work performed for this setup requires software installation and knowledge of drivers, file transfers, general computer networking, routers/switches, and operating systems
- Troubleshoot new account Hardware and Peripherals for MPS Pharmacy Software Products
- This includes settings verification within the application and device, testing network connectivity via basic networking tools, and process equipment replacement per established MPS&A process
- Implementation of numerous software application interfaces for MPS Pharmacy Software Products
- Interfaces include, but are not limited to: Parata, Scriptpro, Kraymes-Staywell, Dispill, Kirby-Lester, Eyecon
- Interface setup requires continual knowledge of specs for each interface and involves multi-layered communication between teams during setup.
- Advised project managers on simultaneous technical workstreams, aiding in alignment of broader business goals.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
Service Desk Analyst
Caretech
05.2015 - 09.2018
- Act as a single point of contact for phone calls and emails from staff regarding technical issues and queries
- Receiving, logging, and managing calls from internal staff via telephone and email
- 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as all cellular devices (Apple products and Android), Laptops, PCs, printers, and all application issues
- Troubleshoot basic network issues with hospital software (Cerner, Soarian, and Citrix)
- Serviced 7 different Soarian Cerner accounts for helpdesk
- Escalate unresolved calls to the infrastructure support team (second level)
- Log all calls in the Service Desk Call Logging system (Remedy)
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Provide basic in-house training in MS Office applications used within the application (Word, Excel, Outlook, and PowerPoint)
- Basic Active Directory knowledge
- Creating user accounts, reset passwords, create groups etc
- To arrange for external technical support where problems cannot be resolved in house.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Receptionist
Mimosa Lash Bar
05.2014 - 05.2015
- Greet people entering the building, answer any questions, provide directions, and alert staff when someone is there to meet or visit them
- Answer a multiple line phone system, manage calls by routing them to the proper extensions or taking messages and delivering them within our message system along with setting up conference calls as requested
- Manage the building log of who is entering and exiting the building
- Accept deliveries and mail, organize them to be distributed to the correct recipients using the office mailing system and ensure they get to the recipient in a timely manner while also managing outgoing mail and packages for pickup
- Serve as the face of the company, offering friendly service to those entering the building or calling in on the phone
- Maintain the reception area, keeping it clean and free of clutter
- Assist new applicants who come into the building to apply for positions, including providing them with applications, pens, and clipboards along with any reference material they may need, such as telephone directories or Wi-Fi passwords.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
Customer Service rep | Proctor
Financial
03.2011 - 05.2014
- Take high inbound calls
- Review loan account with borrower
- Contact insurance agents and insurance companies to verify information
- Handled all issues with first call resolution
- Payment processing (overnight payments to FedEx/ UPS)
- Forward correspondence to client and insurance agents to inform them of needed information to adjust accordingly on the account.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Associates of science -
Wayne County Community College
09.2021
Skills
- Proficient in: Microsoft Office Suite, Internet Explorer, Chrome, Microsoft Edge, Fiserv, Cerner, Soarian, Epic, Support Central, Log Me In, Sales Force, Skype, Team Viewer, Citrix, Remedy, Active Directory, AS/ 400, Plexus, Windows 7, Windows 10, and EnterpriseRx
- Remediation Strategies
- Team Support
- Balance Sheets
- Workflow Processes
- High-Pressure Environments
- Confidential Records Management
- Data Communications
- Company Policy Compliance
- Materials Movement
- Office Supplies and Inventory
- Interpersonal Ability
- Project Planning
- Data Analysis
- Office Supplies and Inventory
- Interpersonal Ability
- Project Planning
- Data Analysis
- Office Supplies and Inventory
- Interpersonal Ability
- Project Planning
- Data Analysis
- Office Supplies and Inventory
- Interpersonal Ability
- Project Planning
- Data Analysis
Timeline
Customer Liaison IT Admin
AAA Auto Club Group
11.2022 - 04.2023
IT Support Analyst
Central City Integrated Health
03.2022 - 08.2022
Technical Analyst
NTT Data
08.2021 - 12.2021
Consumable technician
Lexmark international
01.2020 - 05.2021
Technical analyst
Mckesson Pharmacy Systems
03.2019 - 12.2019
Service Desk Analyst
Caretech
05.2015 - 09.2018
Receptionist
Mimosa Lash Bar
05.2014 - 05.2015
Customer Service rep | Proctor
Financial
03.2011 - 05.2014
Associates of science -
Wayne County Community College
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