Jennifer Amendolia
Brooksville
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
18
18
years of professional experience
Work History
Business Process Technician 1
Southwest Florida Water Management District
03.2022 - 06.2023
- As a business process technician in the student intern program for the state of Florida, I worked in the Information Technology Bureau for a state government agency learning and performing IT tasks in Enterprise Infrastructure, Desktop Support, and Application Systems
- I learned and utilized many different applications and software, such as Microsoft Office 365 and Defender, Intune Endpoint Manager, Rapid 7, PhishER, PDQ Inventory, PDQ Deploy, Hyena, Cherwell IT service and support ticketing system, Azure AD, and many other applications and tools to ensure confidentiality, integrity, and availability of our software, services, equipment, and data
- I also worked in Desktop support assisting the team with troubleshooting on end user devices, completed device configuration, received and tracked IT inventory, completed device imaging and prepared devices for deployment, deployed new devices to end users and setup, performed updates both on devices and remotely for off-site devices, completed hardware moves, participated in IT security incident response exercises, learned about, troubleshot, updated, and monitored all applicable software and hardware throughout the environment for a staff of approximately 500 people and worked tickets from assignment to close, completing approximately 20 – 25 troubleshooting tickets each week, and much more
- Worked directly with the Cybersecurity Architect to conduct vulnerability assessments, research CVE's and their fixes, and completed vulnerability remediation throughout the environment, including scripting using Python and PowerShell to complete remediation remotely on many devices that were both onsite and remote
- I am currently pursuing a bachelor’s degree in Supervision and Management with a concentration in Cybersecurity with an expected graduation date of May 2025
- I left to focus on school and completing my bachelor’s degree
Full time student
Pasco-Hernando State College
05.2018 - 12.2021
- I completed my associate’s degree in cyber and information security with a 3.69 GPA
Customer Service Manager
Gofer Parts (GCM/Gofer/TSS)
09.2010 - 07.2017
- Recruited by the owners when they started this business to be the head of the customer service department of their company in the extremely competitive industry of supplying aftermarket replacement parts for commercial floor cleaning equipment
- Initially oversaw all responsibilities of customer service and sales, including creating and implementing department training manuals and procedures, assisted other departments heads with procedure documentation creation and implementation in billing, purchasing, IT, shipping and receiving, inventory, products, and more
- I regularly worked with managers of all other departments using teamwork to create fluid processes and growth throughout the company
- Utilized NetSuite for CRM
- During my time handling key accounts while working remote in Florida, I had a 98% accuracy rating for data entry and customer order entry leading to high customer satisfaction through extreme attention to detail
- Left to go back to college to pursue a degree and to help a sick family member
- Worked remote in FL from July 2013 to June 2015
Customer Service Representative
Graco Manufacturing (Karcher North America, Inc.)
09.2005 - 09.2010
- Worked for this fast-paced, international parts distributor as a CSR and territory manager for the eastern US with the responsibility to ensure customer satisfaction by answering incoming calls, online chats, and emails from customers helping them by placing orders, correcting order issues, processing returns and credits, completing billing, making outbound sales and service calls, providing technical support and schematics for customers looking for parts, and more
- Utilized the SAP ERP system along with many other business specific applications to complete work
- Left when I was recruited by the owners of a new company called Gofer Parts for an opportunity that offered better compensation
Education
A.S. - Cyber and Information Security
Pasco-Hernando State College
01.2021
Skills
- Client relationship management
- Business-to-business relationship development
- Team leadership
- Attention to Detail
- Dedicated work ethic
- Effective team collaboration
- Troubleshooting skills
- Maintains composure in high-pressure situations
- Superior communication
- Documentation skills
- Experience with SAP systems
- Strategic decision-making
- Complex Problem-solving
- Staff training and development
- Customer relationship management (CRM)
- Conflict resolution
- Business administration
- Key performance indicators
- Policy and procedure development and implementation
- Computer skills
- Adaptability and flexibility
- Positive attitude
- Technical desktop support
- Customer service and support experience
- Knowledgeable about vulnerability assessment processes
- Consistent accuracy in data entry
- Skilled in utilizing Microsoft Office tools
- Proficient in ticketing systems
- Active Directory knowledge
Timeline
Business Process Technician 1
Southwest Florida Water Management District
03.2022 - 06.2023
Full time student
Pasco-Hernando State College
05.2018 - 12.2021
Customer Service Manager
Gofer Parts (GCM/Gofer/TSS)
09.2010 - 07.2017
Customer Service Representative
Graco Manufacturing (Karcher North America, Inc.)
09.2005 - 09.2010
A.S. - Cyber and Information Security
Pasco-Hernando State College
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