Jericca S. Lee
Tulsa,OK
Summary
Results-driven IT Technician with 8 years of experience in providing exceptional technical support and troubleshooting services. Proficient in diagnosing hardware and software issues, managing user accounts, and ensuring system functionality. Adept at communicating technical information to non-technical users and providing timely resolutions in fast-paced environments. Strong knowledge of SalesForce, Active Directory, Freshservice, with a commitment to delivering high-quality customer service and improving user satisfaction.
Overview
13
13
years of professional experience
Work History
IT Help Desk Technician
Volt Workforce Solutions
Orange County, California
09.2024 - Current
- Skilled in administering and managing Active Directory, including user provisioning, group policies, and access control.
- Ensured security and scalability of enterprise directory services through policy enforcement and system optimization.
- Proficient in configuring domain controllers, DNS, and role-based access control (RBAC).
- Experienced in troubleshooting authentication, replication, and connectivity issues.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
Outside Sales Representative
Loves Corporate Office
07.2023 - 11.2023
- Contact prospect clients by phone through provided leads in order to generate sales
- Obtain client interest by delivering an effective sales presentation of Love’s financial products, pricing, benefits and bundling of products
- Sustain a pipeline of suitable clients and move prospects through the sales process quickly and efficiently through closing stages
- Work with Sales Supervisor to structure new business solutions benefiting the prospective client and Love’s
- Work hand-in-hand with Operations in order to provide the “best-in-class” on-boarding experience for new clients
- Assist with and attend first implementation meeting for all new clients
- Participate in ongoing weekly team meetings and sales training to continue to enhance product knowledge
- Maintain knowledge of Love’s products and services
Senior Technical Support Technician
Dell
10.2021 - 06.2023
- For critical matters, used systems to provide remote diagnostic technical support
- If there's an issue with a customers product, analyze it, identify the cause, recommend a solution and document the problem
- As part of our Technical Services Support Team, worked with highly skilled technical advisors to develop and deliver solutions that enable customers to maximize returns on IT investments, drive efficiencies and reduce costs
- Provided first rate Technical Support on Dell supplied products and/or peripherals
- Actively support the customer in all aspects to problem resolution, keeping the customer informed and updated throughout the life of the incident
- Clearly and concisely log and track details of solutions provided to resolve customer issues while maintaining and updating the customer database
- Use troubleshooting techniques and tools learned in training to identify technical defects and issues
- Inbound queue - Handling calls and chats
- Mentor and coach other team members
Inside Sales Representative/Customer Service
Progrexion
03.2021 - 10.2021
- Answering incoming calls
- Providing consumers with recommendations that fit their needs
- Communicating with customers through various channels
- Ensure customer satisfaction and provide professional customer support
- Processing orders, forms, applications, and requests
- Knowing our products inside and out to ensure all customer’s questions can be answered
Sterile Processing Technician
OU Medical Center
01.2021 - 03.2021
- Assembles and wrap instrument sets
- Ensure proper use of sterilized sonic cleaners and other related equipment
- Completes sterilization log sheets
- Identify and notify appropriate personnel of inventory or supply shortages
Patient Account Representative
R1 RCM
02.2020 - 10.2020
- Ensure patients are informed, updated, and assisted with their accounts
- Determine patient needs by interviewing patients, listening to their concerns, and making sure those needs are met by liaising with patients, family members, and medical staff
- Collections for medical bills and offering plans and discounts
- Updating insurance and billing out correctly
Personal Banker
Midfirst Bank
Oklahoma City, OK
04.2019 - 10.2019
- Educate customers on active product features, services, billing, charges, and product value
- Understand and promote current marketing campaigns in order to sell to or save customers accurately and effectively
- Research and review competitive pricing and service offerings in order to provide competitive price and product comparisons based on customer needs
- Utilizing multiple customer databases to access, change or input account information for customers
- Respond to customer retention calls for all services and product lines
- Identify and resolve customer issues through sales techniques
- Exercise negotiation and sales technique to motivate customers to continue using services
- Sell additional or upgraded services
Marketing Coordinator
Vesta Foundation Solutions
Oklahoma City, OK
07.2017 - 04.2019
- Supported implementation of marketing and advertising campaigns by assembling and analyzing sales forecast data
- Preparing marketing and customer strategies
- Organized and assembled promotional materials and presentations
- Tracked product line sales and costs by analyzing and entering sales expense
- Prepared marketing reports by collecting, analyzing, and summarizing sales data
- Maintained availability of promotional materials by coordinating requirements with graphics department
Aircraft Systems Helper
Tinker Air Force Base
Midwest City, OK
02.2016 - 07.2017
- Performed repairs on aircraft equipment in accordance with blueprints and technical manuals and scheduling requirements
- Analyzed part kits for completeness and ordered any missing items as well as requisitioned parts required as a result of emergent and unplanned demands
- Maintained data logs which tracked the progression of product through maintenance action
- Overlooked maintenance planning to ensure safety was in compliance with technical data
Tools and Parts Attendant
Haynes Construction
Oklahoma City, OK
09.2011 - 02.2016
- Identified and issued parts, equipment and tools necessary for performing specific construction operations as well as requisitioned supply for planned work as needed
- Determined work sequences, procedures, and techniques for setting up and shifting storage locations and scheduled routing of tools and equipment to appropriate shops for test, repair, or calibration
- Performed periodic inventory and determined the basis for over, short, or misplaced items
- Managed stock replenishment levels for centrally controlled supplies and other material within funding limitations
- Coordinated supply transactions including expedite efforts for urgent/critical requirements, shortage items or supplies requiring special handling when established procedures are not supportive of customer needs
Education
CompTIA A+, Security+, Nerwork+ -
OSU-OKC
Oklahoma City, OKTinker Air Force Base Training Courses
High School Diploma -
Choctaw High School
Choctaw, OKSkills
- Wireless networking
- Hardware configuration
- Incident reporting
- Software updates
- Network connectivity
- Printer setup
- Ticket management
- Application support
- Operating systems expertise
- Problem resolution
- Active directory
- Mobile device support
- Software installation
- Remote support
- Email configuration
- System diagnostics
Timeline
IT Help Desk Technician
Volt Workforce Solutions
09.2024 - Current
Outside Sales Representative
Loves Corporate Office
07.2023 - 11.2023
Senior Technical Support Technician
Dell
10.2021 - 06.2023
Inside Sales Representative/Customer Service
Progrexion
03.2021 - 10.2021
Sterile Processing Technician
OU Medical Center
01.2021 - 03.2021
Patient Account Representative
R1 RCM
02.2020 - 10.2020
Personal Banker
Midfirst Bank
04.2019 - 10.2019
Marketing Coordinator
Vesta Foundation Solutions
07.2017 - 04.2019
Aircraft Systems Helper
Tinker Air Force Base
02.2016 - 07.2017
Tools and Parts Attendant
Haynes Construction
09.2011 - 02.2016
CompTIA A+, Security+, Nerwork+ -
OSU-OKC
Tinker Air Force Base Training Courses
High School Diploma -
Choctaw High School