JESSICA SILVA
La Porte,TX
Summary
IT Technician with a proven track record at H&R Block, excelling in staff training and help desk operations. Enhanced operational efficiency by developing standard procedures and providing exceptional customer service. Skilled in device installation and workflow optimization, fostering a collaborative environment that improved communication and productivity across departments.
Overview
10
10
years of professional experience
Work History
IT Technician
H&r Block Tax Svc
07.2025 - Current
- Diagnosed and resolved hardware and software issues to ensure operational efficiency.
- Provided technical support to office staff, enhancing user experience during tax preparation processes.
- Maintained office PCs, networks and mobile devices.
- Maintained and updated IT inventory, ensuring optimal performance of all systems and equipment.
- Trained staff on new technologies, promoting best practices for data management and security.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Developed and documented standard operating procedures for consistent IT service delivery across the organization.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Assisted in development of system security protocols.
Operations Administrative Assistant
H&r Block
01.2016 - Current
- Managed scheduling and appointment logistics for clients, ensuring timely service delivery.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Coordinated communication between clients and tax professionals to streamline operations.
- Developed and implemented office procedures that enhanced workflow efficiency.
- Trained new administrative staff on company policies and operational best practices.
- Oversaw inventory management of office supplies, reducing costs through strategic procurement.
- Proactively identified areas of improvement within the administrative function, proposing innovative solutions that led to positive change.
- Improved communication between departments, resulting in better collaboration and overall productivity.
- Managed filing system, entered data and completed other clerical tasks.
Education
High School Diploma -
Aransas Pass High School
Aransas Pass, TXNo Degree - Administrative Assistant Certificate
Allied Schools
CASkills
- Staff training
- Appointment scheduling
- Workflow optimization
- Clerical tasks execution
- Help desk operations
- Customer service
- Friendly and patient
- Device installation
Timeline
IT Technician
H&r Block Tax Svc
07.2025 - Current
Operations Administrative Assistant
H&r Block
01.2016 - Current
High School Diploma -
Aransas Pass High School
No Degree - Administrative Assistant Certificate
Allied Schools