Jeannette Ellis

Delivered comprehensive technical support to a 100+ user organization while driving process improvements and managing IT assets. Successfully streamlined help desk workflows and maintained a 100% system uptime rate.

• Delivered Tier 1 and Tier 2 technical support for hardware, software, network connectivity, and end-user issues via phone, email, remote support, and in person.
• Diagnosed and resolved desktop, laptop, printer, operating system, and application issues using structured troubleshooting and root cause analysis.
• Installed, configured, and deployed computer hardware, operating systems, business applications, and peripheral devices for new and existing employees.
• Managed user accounts, access permissions, security settings, and password resets while maintaining data security and system integrity.
• Maintained IT asset inventory, software licensing records, and equipment lifecycle documentation to support operational compliance.
• Created and maintained technical documentation, troubleshooting guides, and knowledge base articles to improve support consistency and reduce issue resolution time.
• Performed preventative maintenance, software updates, antivirus deployment, and system health checks across workstations and IT infrastructure.
• Documented incidents, resolutions, and troubleshooting procedures within the help desk ticketing system.
• Collaborated with cross-functional teams and third-party vendors to resolve complex technical issues and minimize business downtime.
• Assisted with onboarding by provisioning employee workstations, configuring user accounts, and providing end-user training on IT systems and support procedures.
• Identified opportunities to streamline IT support processes, improving operational efficiency and service delivery.
• Served as the primary point of contact for external IT vendors, coordinating hardware repairs and software license renewals.

Oversaw daily office operations, financial record-keeping, and administrative functions to optimize workflow and ensure compliance with company policies.

• Managed accounts payable processes, invoice reconciliation, and billing inquiries while ensuring compliance with company policies.
• Maintained financial records, reconciled account discrepancies, and prepared reports to support internal audits.
• Collaborated with finance teams to improve billing accuracy and streamline administrative workflows.
• Coordinated vendor communications and resolved account-related issues in a timely manner.

Delivered exceptional customer service in a fast-paced retail environment, consistently exceeding sales targets through product expertise and client engagement.

• Delivered customer-focused technical product recommendations based on individual business and consumer needs.
• Troubleshot consumer electronics and provided product education to improve customer satisfaction.
• Built strong client relationships while consistently meeting sales and customer service goals.
• Collaborated with team members to maintain efficient store operations and inventory accuracy.