Summary
Overview
Work History
Education
Skills
Certification
Timeline
SoftwareEngineer
Jennifer Pettigrew

Jennifer Pettigrew

Decatur,AL

Summary

Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.

Overview

5
5
years of professional experience
1
1
Certification

Work History

IT Support Specialist

Pinnacle Solutions Inc
Huntsville, AL
05.2022 - Current
  • Created help desk tickets, troubleshot and resolved desktop issues using Spiceworks and Jira
  • Created local and cloud accounts as part of onboarding process for new users, using local AD and Office365
  • Setup and terminated Domain Accounts
  • Guided new hire users through orientation process on day one, explaining IT security expectations
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Used ticketing systems to manage and process actions taken.
  • Re-imaged machines with specific images for corresponding divisions within the company.
  • Gained experience with Active Directory and DHCP
  • Worked with all employees stateside and OCONUS, to ensure all systems are in compliance with government mandated security standards
  • Assisted employees with elevated hardware, software issues (Using Goverlan, GoTo Assist to remote to employees when they were away)
  • Provided and authored standard processing procedures (SOP's), authored company policy's on IT related security topics
  • Assisted with printer Support using UniFlow, Secure Print and local drivers
  • Provided hands on computer repair, Domain Name System assistance, and Windows Desktop Administration support.
  • Maintained inventory of all machines, servers and peripherals in Sharepoint online
  • Assisted other IT team members with total account migration for 600+ users from local to complete GCC/CMMC standards.

Tier 1 Technical Support Representative

NRTC - National Rural Telecommunications Cooperative
Huntsville, AL
03.2022 - 05.2022


  • Resolved issues in a clear, courteous and straightforward manner.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Answer inbound technical support phone calls, chats and emails related to NRTC’s ISP partners
  • Consult with customers and provide additional solutions in the form of upselling NRTC’s products and services
  • Troubleshoot voice, data, video and connection issues for customers
  • Identify, troubleshoot and assist customers with voice, data, video and connection issues
  • Track and record each phone call and provide a detailed description of the call · Provide backup assistance for other Technical Support Representatives

IT Support Specialist

Functional Pathways LLC.
Knoxville, TN
06.2021 - 12.2021
  • Offered new customers training to reduce frustration and improve customer satisfaction
  • Created help desk tickets, troubleshot and resolved desktop issues
  • Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes
  • Wrote and reviewed tickets to request maintenance to various types of equipment and software
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process
  • Used ticketing systems to manage and process support actions and requests
  • Remotely assisted users with Bomgar and GoToAssist when necessary

Customer Service Representative

Express Personnel Services
Knoxville, TN
09.2018 - 03.2019
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

Associate of Science - Computer And Information Sciences

Corinthian College
Fife, WA
06.2018

Skills

  • Customer service expert
  • Software and Hardware Issues
  • Desktop Active Directory
  • Microsoft Active Directory
  • GCC Cloud Migration
  • UniFlow printer support
  • VPN Configurations
  • SOP Development
  • Microsoft Office Suite
  • Windows XP, Vista, 7, 8, 10
  • CMMC Security compliance
  • Inventory Procedure Documentation

Certification

Comp TIA A+

Timeline

IT Support Specialist

Pinnacle Solutions Inc
05.2022 - Current

Tier 1 Technical Support Representative

NRTC - National Rural Telecommunications Cooperative
03.2022 - 05.2022

IT Support Specialist

Functional Pathways LLC.
06.2021 - 12.2021

Customer Service Representative

Express Personnel Services
09.2018 - 03.2019

Associate of Science - Computer And Information Sciences

Corinthian College

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