Jennifer Coulbourne

• Developed personalized care plans based on individual pets' needs and preferences.
• Implemented an efficient scheduling system to maximize service availability for clients.
• Fostered positive relationships with pets, ensuring a calm and nurturing environment.
• Prepared food and administered medication to pets following guidelines from owners.
• Maintained a clean and safe environment for pets, ensuring their comfort and well-being at all times.
• Communicated professionally with pet owners via phone, email, and text.
• Built trust with clients by consistently demonstrating reliability, punctuality, and attention to detail in all aspects of their pets' care.
• Ensured timely feedings and exercise routines for pets in accordance with owner instructions and to ensure dietary needs and medication regimens were maintained.
• Developed strong relationships with clients, leading to repeat business and recommendations from satisfied customers.
• Provided daily physical exercise, mental stimulation, and socialization to keep pets healthy and ward off unwanted behavior.
• Reduced client anxiety regarding pet separation during vacations or work-related travel by providing regular photo and video updates showcasing animals' well-being and happiness.
• Enhanced client satisfaction by providing personalized pet care services tailored to individual needs.
• Supported positive behavior reinforcement training methods during walks or playtime sessions for better pet obedience outcomes.
• Increased client retention rate through excellent communication skills and genuine love for animals.
• Handled emergency situations calmly and effectively by communicating with veterinarians or pet owners immediately when necessary.
• Managed scheduling, invoicing, and record-keeping tasks efficiently to streamline operations and enhance professionalism.
• Kept cages and play areas neat and clean.

• Manage active directory (addition/deletion of accts, security permissions) & group policies
• Managed active directory by adding/deleting accounts and configuring security permissions and group policies to maintain system integrity
• Install, maintain, troubleshoot, diagnose, & resolve network cabling & dependent device problems to ensure connectivity
• Manage email system (create accounts, set up shared resources & assign permissions)
• Administered server backups by configuring, troubleshooting, and restoring data.
• Perform maintenance, upgrades, & troubleshooting for company network & desktops (Windows 10)
• Provide computer support via telephone, remote, & in person to all employees
• Forecasted future IT needs for company, preparing budgets and evaluating new technologies to support growth
• Created and updated technology policies to ensure compliance and align with organizational standards
• Creating & updating required NERC policies, procedures, and plans

• Install and configure new servers (Windows Server 2008, 2012, 2016 & VMware)
• Conducted maintenance, upgrades, and troubleshooting for 15 servers (virtual & physical) and desktops (Windows 7, 8, & 10) to ensure optimal performance and reliability.
• Managed active directory, including account additions/deletions and security permissions, while overseeing group policies to enhance network security.
• Manage active directory (addition/deletion of accts, security permissions) & group policies
• Administer server backups (configure, troubleshoot, & restore data as necessary)
• Administer server backups (configure, troubleshoot, & restore data)
• Install, troubleshoot, and maintain desktops and thin clients (Windows XP & Windows 7)
• Provide computer support via telephone & in person to all town employees
• Forecasted IT needs for the town, including budget preparation and assessment of new technology, to support growth and strategic planning.
• Maintain town’s website & social media
• Creating & updating computer related policies (including computer & internet usage)

• Executed computer and network troubleshooting and repair onsite and via telephone support, resolving issues to enhance user experience
• Installed and configured a wide variety of network devices (routers, hubs, print servers) and software packages
• Conducted data recovery and cleaning of computers infected with viruses, adware, and spyware, restoring functionality and user access
• Provided end user training on safe computing and the most efficient means of utilizing their computers for their particular needs and environment
• Advised customers on necessary upgrades to enhance their systems.
• Diagnosed and repaired hardware and software issues for various computer systems.
• Implemented quality control measures to ensure high standards in repairs and customer satisfaction.
• Developed detailed service reports documenting repairs, upgrades, and maintenance performed.
• Provided technical support to customers, addressing concerns promptly to foster positive relationships.
• Utilized a variety of tools and diagnostic equipment to complete repairs.
• Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
• Reduced device downtime with regular maintenance and preventative measures.
• Consistently met or exceeded performance metrics for repair completion times and customer satisfaction ratings.

• Performed hands-on and call center computer hardware and software troubleshooting and support for 700+ employees
• Led hardware and software asset management program to ensure optimal resource utilization
• Managed computer leasing program, generating comprehensive reports for management review
• Managed computer leasing program and wrote reports for management on program
• Experience with Windows (95, 98, NT, 2000, XP), Windows Server 2003, MS Office (95, 97, 2000, XP), Peregrine Service Center, Veritas & Tapeware Backup, and Ghost software
• Performed small printer repair, including coordinating with outside vendors for repairs and warranty work
• Created and provided end user training sessions.
• Analyzed user requirements to design tailored solutions that meet business objectives effectively.

• Troubleshot a wide variety of computer/network problems via telephone supporting a 5000+ customer base to include installing software, configuring TCP/IP and other network protocols, etc.
• Assisted customers with creating email profiles, resetting domain passwords, internet browser configurations, and printer installations
• Received between 500 to 1000 calls per day, determined nature of the problem, and directed trouble tickets to the proper agency or person
• Created and maintained the web page for helpdesk, providing customers with the means to help themselves including a FAQs page
• Authored clear, step-by-step guides for various computer-related tasks to assist users in resolving issues independently
• Streamlined helpdesk processes, improving response times and customer satisfaction ratings.
• Mentored junior technicians, fostering skill development and promoting teamwork within the department.
• Enhanced customer satisfaction by efficiently troubleshooting and resolving technical issues for computer users.
• Collaborated with IT team members to identify trends and develop proactive solutions for recurring problems.

• United States Air Force
• Assisted in network administration tasks, maintaining a stable and secure infrastructure for optimal connectivity.
• Coordinated efforts with network administration team to optimize connectivity between local machines and shared resources such as servers or printers.

• United States Air Force
• Diagnosed and repaired computer hardware and software issues for diverse systems.
• Performed routine maintenance checks to ensure optimal performance of technical equipment.
• Provided technical support to users, resolving inquiries efficiently and effectively.
• Implemented upgrades and installations of new software across multiple platforms.
• Collaborated with cross-functional teams to develop solutions for complex technical challenges.
• Disassembled computers to perform diagnostics and check for repair needs.
• Enhanced customer satisfaction by providing timely and efficient computer repair services.
• Updated and installed new software on desktop and laptop computers to maintain latest technology.
• Assisted customers with the setup of new devices and provided guidance on proper usage and maintenance techniques.
• Reduced downtime for clients by diagnosing and resolving hardware and software issues promptly.
• Refurbished used computers and technological equipment, saving companies money.

Bachelor of Science in Business Management

Graduated Magna Cum Laude