Jennifer Cohea
Administrative Support
Chico,CA
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
21
21
years of professional experience
Work History
Service Desk Coordinator II
Matson & Isom Technology Consulting
Chico, CA
01.2009 - 01.2026
- Documented service requests and resolutions in ticketing system.
- Escalated unresolved issues to senior support staff effectively.
- Monitored service desk performance metrics for quality assurance.
- Communicated service updates and outages to end-users promptly.
- Answered telephone inquiries and processed incoming and outgoing mail.
- Monitored server health indicators such as CPU utilization, memory usage, alerting team members if thresholds are exceeded.
- Developed, documented and maintained procedures for incident management.
- Resolved escalated incidents from lower tiers within SLA timeframes.
- Ensured compliance with company's policies when handling customer data privacy matters.
- Verified customer satisfaction with resolution of incidents and requests.
- Monitored service desk tickets and assigned to appropriate technicians according to their skillset.
- Responded promptly to customer inquiries via telephone, email, or chat.
- Coordinated with other departments to ensure customer needs were met in a timely fashion.
- Conducted customer satisfaction surveys to identify areas for service improvement.
- Provided guidance to junior staff members on best practices related to Service Desk operations.
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints or answered customers' questions.
Receptionist
Orkin Pest Cntrol
Chico, CA
06.2005 - 01.2009
- Scheduled appointments for pest control services using company software.
- Managed customer records and updated information accurately in systems.
- Coordinated with technicians to ensure timely service delivery.
- Prepared and organized paperwork for daily operations and customer files.
- Maintained cleanliness and organization of the reception area daily.
- Scheduled and confirmed appointments.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Updated and recorded customer or client information to maintain accounts.
- Performed data entry tasks into various computer systems accurately and promptly.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Processed payments and updated accounts to reflect balance changes.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Coordinated with vendors for repairs and maintenance of office equipment.
- Monitored office supplies inventory and placed orders when necessary.
- Handled customer inquiries and complaints, providing timely and appropriate solutions.
- Developed and maintained a filing system for essential documents, improving office organization.
Education
High School Diploma -
Pleasant Valley Senior High School
Chico, CA06-1992
Some College (No Degree) - Administrative/Office Management
Butte College
Oroville, CASkills
- Organizational skills
- Problem resolution
- Attention to detail
- Microsoft office
- Active listening
- Computer skills
- MS office
- Friendly, positive attitude
- Organization and time management
- Multitasking Abilities
- Dependable and responsible
- Teamwork and collaboration
- Customer relationship management
- Effective communication
- Service desk coordination
- Data entry
- Strong work ethic
- Customer service
- Clerical support
Timeline
Service Desk Coordinator II
Matson & Isom Technology Consulting
01.2009 - 01.2026
Receptionist
Orkin Pest Cntrol
06.2005 - 01.2009
High School Diploma -
Pleasant Valley Senior High School
Some College (No Degree) - Administrative/Office Management
Butte College