Jessica Westphal
West Warwick,RI
Summary
Detail-oriented professional with extensive experience in handling a wide range of technical, customer service and administrative support tasks. An independent self-starter with experience working in a high volume at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
24
24
years of professional experience
Work History
Technical Support Specialist II
State Of Rhode Island
01.2019 - Current
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Trained new hires and Interns on technical support procedures, contributing to overall team success and performance improvement.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Configured hardware and granted system permissions to new employees.
- Configured hardware, devices, and software to set up work stations for employees.
- Collect payroll timesheets for all ETSS employees and direct reports as well as ensuring proper signature sign off before submission to HR.
- Facilitate the Morning Ops call as needed. Reports and emails sent out to Management.
- Project coordination with IT Platforms Teams and IT Fiance Teams on the inventory of state equipment.
- Working on ERP project with IT leadership.
Records Analyst
State Of Rhode Island, DOIT
01.2006 - 12.2018
- Improved record organization by implementing digital filing systems and database management techniques.
- Streamlined document processing for increased efficiency and better information accessibility.
- Ensured data accuracy with thorough quality control measures, reducing errors in records management.
- Collaborated with cross-functional teams to develop comprehensive records management strategies and policies.
- Developed customized reports for stakeholders based on specific data needs, supporting informed decision-making processes.
- Performed regular backups of electronic records, safeguarding against loss or damage due to technical issues or disasters.
- Assisted with typing, data entry, and answering incoming calls as required.
- Provided excellent customer care by responding to inquiries and requests for information.
Senior Word Processing Typist
State Of Rhode Island, (DCYF)
01.2005 - 12.2006
- Increased typing accuracy by implementing proofreading and editing techniques.
- Enhanced document formatting for better readability and presentation.
- Expedited data entry tasks with efficient typing speed and accuracy.
- Collaborated with team members to complete projects on time, ensuring high-quality work.
- Supported administrative staff by transcribing meeting minutes and distributing them promptly.
- Managed sensitive information by maintaining strict confidentiality, supporting the integrity of the organization.
- Consistently met deadlines for typed reports, contributing to a productive work environment.
- Organized and prioritized proofreading, spell checking, document filing and data entry.
- Organized and maintained precise confidential personnel files.
- Maintained professionalism when handling confidential information as per company policies.
Data Entry Operator
DataLogic Consulting Group Assigned To DCYF
05.2000 - 08.2003
- Increased data accuracy by diligently inputting and verifying information from various sources.
- Enhanced team productivity by efficiently organizing and prioritizing tasks for timely completion.
- Streamlined processes by implementing effective data entry techniques and tools, reducing errors and increasing efficiency.
- Reduced turnaround time for projects with accurate and timely data entry, contributing to overall company success.
- Scanned documents and saved in database to keep records of essential organizational information.
- Completed data entry tasks with accuracy and efficiency.
- Maintained files, records and chronologies of entry activities.
- Searched, extracted and interpreted information to determine correct input procedure for Management and Budget.
- Created spreadsheets for more efficient recordkeeping.
- Managed and organized documents for data entry tasks.
Education
Associate of Science - Business Administration And Management
Community College of Rhode Island
Warwick, RI05.2012
Certificate Awarded - Legal/Executive Assistant
Katherine Gibbs School
Providence, RI07.2003
Skills
- Remote Diagnostics
- Hardware upgrades
- Technical Troubleshooting
- Customer experience management
- Software Installation
- Application support
- User Training
- Remote Support
- Customer Support
- Incident Management
- Microsoft Outlook
- TCP/IP
- Issue Troubleshooting
- System Administration
- Account updating
- Online Chat Support
- Help Desk Support
- Report Preparation
Timeline
Technical Support Specialist II
State Of Rhode Island
01.2019 - Current
Records Analyst
State Of Rhode Island, DOIT
01.2006 - 12.2018
Senior Word Processing Typist
State Of Rhode Island, (DCYF)
01.2005 - 12.2006
Data Entry Operator
DataLogic Consulting Group Assigned To DCYF
05.2000 - 08.2003
Associate of Science - Business Administration And Management
Community College of Rhode Island
Certificate Awarded - Legal/Executive Assistant
Katherine Gibbs School
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