Jessica Haines
Lilliwaup,WA
Summary
Experienced professional with over a decade of tech industry expertise, specializing in premier customer support. Developed white-glove skills at Microsoft and Amazon to ensure exceptional user experiences. Proficient in various Azure services, including networking, cloud security, and identity/authentication. Passionate about driving customer satisfaction and excelled in diverse roles such as graphic design and education. Eager to bring talents to a new team and contribute to its success.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Security Analyst
Atos
06.2024 - Current
- Conduct user account grading for abuse, compromise, and fraud detection to support Microsoft identity detection systems
- Analyze qualitative patterns, identify data collection needs, and address quality issues to improve detection performance
- Generate data trends that aid in the creation of security algorithms, contributing to enhanced account protection mechanisms
- Apply judgment and intuition to make informed security assessments, even with ambiguous input data
- Monitor cybersecurity trends and identify patterns to enhance fraud detection and security measures
- Utilize proficiency in Windows, Office applications (Excel, OneNote, Email), and internet protocols to perform daily security tasks
Azure Customer Engineer | Customer Experience & Supportability
Microsoft
07.2018 - 04.2024
- Offered premier support to Azure end-users, spanning both commercial and consumer segments, through technical assistance via chat
- Provided expertise in Networking, Compute, Storage, Security (Sentinel, Defender for Cloud, Key Vault), and Entra ID Authentication (MFA, Microsoft Authenticator, SSPR, Passwordless Auth, Conditional Access, Identity Protection, Enterprise Apps, App Registration)
- Communicated design change requests and requirements for Azure services to the appropriate engineering teams
- Collaborated with tooling teams to enhance efficiency and optimize customer support tools for internal and external users
- Proactively identified areas for service and support improvement, taking ownership of issue resolution and assuming a project management role to drive changes
- Authored and refined technical documentation, troubleshooting guides, and operational procedures for internal and external audiences
Azure Cloud Support Engineer/PM | CXP
Microsoft
02.2018 - 07.2018
- Developed and implemented an onboarding solution for new hires
- Solved IaaS issues in collaboration with full-time Azure Cloud Engineers
- Designed a team logo for shirts and internal branding
Special Education High School Paraeducator
Pasco School District 1
09.2016 - 08.2017
- Worked one-on-one with non-verbal students to help complete assignments
- Discovered innovative ways to present learning material in line with students' learning styles
- Taught and assisted students with life skills such as food preparation, self-care, grocery shopping, and public transportation
- Developed creative communication techniques for non-verbal students
Kindle Business and Education Technical Support
Amazon
06.2014 - 10.2015
- Utilized Salesforce to support businesses and educational institutions ordering Kindle devices in bulk
- Assisted Whispercast groups with purchasing and delivering content to users
- Processed extended warranty claims for Kindle devices
- Provided white-glove technical support for bulk Kindle customers
Mayday Technical Advisor/Retail Customer Service
Amazon
10.2013 - 06.2014
- Leveraged Mayday tools to deliver efficient and friendly customer support
- Recognized as a reliable and knowledgeable resource among peers
- Researched emergent issues and presented data and solutions to management
Kindle Technical Specialist
Amazon
07.2013 - 01.2014
- Became a subject matter expert on all Kindle models to diagnose and troubleshoot issues
- Selected for cross-training in extended warranty and Amazon Canada technical service
- Walked customers through using their Kindles for the first time
- Escalated systemic issues to ensure resolution
Freelance Graphic Designer
Kennedy Consulting & Web Design, LLC.
01.2010 - 01.2012
- Designed various marketing materials for businesses, both online and print
Graphic Designer
Tevada Publishing - The Giant Nickel
04.2004 - 05.2011
- Designed advertisements for businesses across Yakima and the Columbia Basin, reaching ~35,000 readers weekly
- Maintained organization between the head office and satellite office, ensuring publication deadlines were met
- Improved efficiency by promoting the use of technology for layout and production
- Spearheaded multiple successful special publication projects
- Trained new employees across multiple positions due to extensive company knowledge
Education
Computer Software Engineering -
CodingDojo
01.2018
Associate's Degree - Health Professions
Columbia Basin College
01.2013
Certificate - Graphic Design
Perry Technical Institute
01.2002
Skills
- Ticketing Systems
- Customer Onboarding
- Account Management
- Office 365
- Microsoft Teams
- Customer Relationship Management (CRM)
- Attention to Detail
- Remote support
- Training and mentoring
- Customer support
- Identity and Access management
- Innovative thinking
Certification
Accessibility in Action, Microsoft
Timeline
Security Analyst
Atos
06.2024 - Current
Azure Customer Engineer | Customer Experience & Supportability
Microsoft
07.2018 - 04.2024
Azure Cloud Support Engineer/PM | CXP
Microsoft
02.2018 - 07.2018
Special Education High School Paraeducator
Pasco School District 1
09.2016 - 08.2017
Kindle Business and Education Technical Support
Amazon
06.2014 - 10.2015
Mayday Technical Advisor/Retail Customer Service
Amazon
10.2013 - 06.2014
Kindle Technical Specialist
Amazon
07.2013 - 01.2014
Freelance Graphic Designer
Kennedy Consulting & Web Design, LLC.
01.2010 - 01.2012
Graphic Designer
Tevada Publishing - The Giant Nickel
04.2004 - 05.2011
Associate's Degree - Health Professions
Columbia Basin College
Certificate - Graphic Design
Perry Technical Institute
Computer Software Engineering -
CodingDojo
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