Jessica Yeh
Fremont,OH
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
20
20
years of professional experience
Work History
Desktop Support Technician
San Jose Behavioral Health Hospital
2024.04 - 2024.09
- Standardized the entire hospital with updated equipment
- Configured all the printers to the network DHCP registration
- Worked with Wellsky, HMS, Outlook, Teams and TigerText software
- Configured desk phones and voicemail pins
- Setup and Configured Unit Clerks and HR Survey Training Stations
- Monitored ObservSmart iPads activity
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
- Ensured seamless connectivity between devices by administering various networking components such as switches, routers, firewalls, and wireless access points.
- Enhanced user productivity, training employees on the use of new applications and system features.
- Played a crucial role in completing large-scale projects on time by providing reliable technical support during all phases of implementation.
- Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.
- Responded to emergency situations quickly and professionally, mitigating potential damage from viruses or other threats to organizational systems/data integrity.
- Purchased, setup and installed new computers.
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
- Learned and implemented new software testing procedures.
- Effectively managed inventory of IT assets, reducing overall costs by tracking equipment usage and recommending necessary replacements or upgrades when appropriate.
- Provided exceptional customer service, resolving a high volume of helpdesk tickets within established timeframes.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and [Type] policies.
- Developed strong relationships with colleagues across departments, fostering a collaborative environment for troubleshooting complex technical issues.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Contributed to increased operational efficiency by creating comprehensive documentation for internal knowledge base and troubleshooting guides.
- Optimized computer performance through regular system diagnostics, repairs, and upgrades as needed.
- Performed routine backups of critical data to prevent loss due to unforeseen events or system failures.
- Streamlined IT processes by implementing effective troubleshooting techniques for common problems.
- Coordinated with vendors for procurement of hardware/software products, ensuring compatibility with existing infrastructure while staying within budget constraints.
- Implemented rigorous security measures to protect sensitive data and maintain compliance with industry regulations.
- Reduced downtime with proactive system maintenance and regular software updates.
- Collaborated with network administrators to ensure seamless integration of desktop systems into the company''s infrastructure.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Successfully onboarded new employees by setting up workstations, peripherals, and profiles while providing comprehensive training on company software applications.
- Generated reports to track performance and analyze trends.
- Monitored system performance to identify potential issues.
- Installed, configured and maintained computer systems and network connections.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Assisted in development of system security protocols.
Business Analyst
Pan-Tech, Inc.
2024.01 - 2024.03
- Identified hardware/software issues; Primary contact for technical hardware/software user support issues
- Provided hands-on and remote customer satisfaction guaranteed services and tech support via telephone and video apps
- Entered data, scanned documentation, and multi-tasked in an OBGYN Medical Office
- Contracted Administration and Legal to onboard vendors, suppliers and products
- Transferred existing production, packaging and labeling protocols into ISO format
- Utilized the Sage inventory system for data entry tasks
- Performed quality assurance, packaging and labeling materials duties
Technical Support Specialist
Sysco Foods Inc
2019.08 - 2024.03
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Documented support interactions for future reference.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Recorded and maintained relevant notes for each client and work order.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Walked individuals through basic troubleshooting tasks.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- 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.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Monitored systems in operation and quickly troubleshot errors.
- Promoted efficiency among departments with prompt resolution of system issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
- Implemented feedback mechanisms to gather valuable insights from clients, resulting in continuous service improvement.
- Participated in ongoing professional development activities to stay current with industry best practices and emerging technologies, ensuring the delivery of cutting-edge support services.
- Monitored system performance metrics regularly identifying potential areas of concern proactively addressing them before impacting users negatively.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Used ticketing systems to manage and process support actions and requests.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Generated reports to track performance and analyze trends.
- Tested new software and hardware prior to deployment.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Assisted in development of system security protocols.
- Monitored system performance to identify potential issues.
- Helped streamline repair processes and update procedures for support action consistency.
- On-site and remote technical, network and printer project manager for 4 locations for the same company
- Traveled up to 2 hours to multiple sites and maintained technical support for 4 different sites
- Worked as a 2-person team on-site and collaborated with remote weekly and monthly meetings as a group with 13+ to 100+ other team members for company technical updates and sitewide updates
- Created detailed technical documentation of steps and solutions for each IT Support, HR new hires, Sales, network, and printers projects that I worked on
- Installed and configured sales, fleet and warehouse software on laptops, mobile phones and tablet devices
- Installed, configured and maintained security camera software and devices
- Trained non-technical users at new hire HR orientation
- Managed the configuration of the warehouse Mini Loader
- Recycled obsolete equipment from 4 locations; equipment were replaced with more up-to-date systems
- Performed quality assurance, packaging and labeling materials/devices duties
- Managed the Network LAN and Wi-Fi configurations
- Managed the iLobby iPad guest sign-on for visitors to print out badges
- Configured HR devices and badge software – Gallagher
- Managed all network printers at all 4 locations: HP and Xerox printers
- Remote Teams, Skype for Business and Zoom meetings, troubleshoot technical issues remotely and on-site
- Provided help desk support, password assistance, and technical support to technical and non-technical users
Global IT Customer Solutions Associate
Source Select, Inc.
2019.01 - 2019.02
- Coordinated with fulfillment partners at Europe, Hong Kong and Canada as required to schedule timely processing of orders
- Daily order processing: ensured the received files in CSV formats have correct format
- Prioritization of orders / services based on customer requests
- Managed pending orders for all global partners by ticket number and notified customers weekly about pending orders
- Generated orders and returns reports on orders processed each week
- Followed up with customers about completion of orders through e-mails and support logs
Inventory Admin Assistant
Uniform Apparel Company
2016.09 - 2017.09
- Collaborated with other Customer Service Representatives on Google Hangouts and Microsoft Outlook to effectively and promptly correspond with customers for customer satisfaction guaranteed
- Performed debit, credit, unshipped, and total accounts transactions on Google Docs/Microsoft Office Suite
- Researched and resolved billing and invoice issues; created an average of 60 to 80 invoices daily
- Entered purchase orders in invoicing system to be processed; managed numerous projects simultaneously within budgetary restrictions, verified details of transactions including funds received and total account balances
Inventory Management Production
P-E-I Genesis
2012.10 - 2013.10
- Enhanced inventory accuracy by conducting regular audits and implementing efficient tracking systems.
- Identified inventory issues, informed management about solutions and made appropriate adjustments
- Fulfilled custom orders in a hands-on, fast-paced, team and unsupervised environment
- Cross-trained to assist production lines to achieve other department goals
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
Business Analyst
University of Notre Dame
2004.06 - 2010.06
- Recruited other AmeriCorps members to train in Web development
- Edited Web sites using SQL and Adobe Dreamweaver HTML CSS coding
- Configured Microsoft Outlook e-mail, set up Windows 7 user accounts and themes, used Conductor Web software, connected with Virtual Private Network off campus
- Troubleshoot hardware, software, printers and networking systems, configured data management software, made recommendations for technology purchases, ensured data is securely deleted from malfunctioned technology to dispose, worked with vendors
- Provided analysis of existing requirements and pricing to ensure the most cost-effective options
- Repaired and built computers for Notre Dame Business classrooms; replaced old technology equipment with up-to-date technology equipment
Education
Management Information Systems/Communications - Communications
Saint Mary's College
Notre DameGeneral Studies/Graphic Design - Graphic Design
Indiana University
Mishawaka, IN12.2010
High School Diploma -
Clay High School
South Bend, IN06.2004
Skills
- Support Documentation Generation
- Printer and Peripheral Support
- Technical support expertise
- Active Directory Management
- Ticketing system proficiency
- Remote Support
- Data Backup and Recovery
- Training and mentoring
- Remote Desktop Support
- Help Desk Experience
- Operating System Knowledge
- Software Installation
- IT Security Best Practices
- Network Connectivity
- Hardware troubleshooting
- Device configuration
- Application support
- Incident Management
- Hardware diagnostics
- System Configuration
- Asset Management
- Mobile Device Support
- Performance Testing
- Root Cause Analysis
- Vendor Relations
- Technical Support
- Patch management
- Vendor Collaboration
- Technical Documentation
- Server Administration
- Virus and Malware Removal
- User Account Management
- Cloud computing knowledge
- Ticketing System Oversight
- Data Transfer Best Practices
- End-User Account Management
- New System Deployment
- Mac systems
- Teamwork and Collaboration
- Problem-Solving
- Customer Service
- Time Management
- Attention to Detail
- Problem-solving abilities
- Microsoft Windows and Office
- Multitasking
- Reliability
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Help Desk Support
- Friendly and Patient
- Troubleshooting Network Issues
- Software Upgrades
- Application installations
- Written Communication
- System Maintenance
- Hardware and Software Configuration
- Issue and Resolution Tracking
- Online Chat Support
- Equipment Repair
- LAN/WAN
- Professional Demeanor
- Tracking and Documentation
- User Support
- Customer Needs Assessment
- Equipment Inspection
- Employee Computer Support
Timeline
Desktop Support Technician
San Jose Behavioral Health Hospital
2024.04 - 2024.09
Business Analyst
Pan-Tech, Inc.
2024.01 - 2024.03
Technical Support Specialist
Sysco Foods Inc
2019.08 - 2024.03
Global IT Customer Solutions Associate
Source Select, Inc.
2019.01 - 2019.02
Inventory Admin Assistant
Uniform Apparel Company
2016.09 - 2017.09
Inventory Management Production
P-E-I Genesis
2012.10 - 2013.10
Business Analyst
University of Notre Dame
2004.06 - 2010.06
Management Information Systems/Communications - Communications
Saint Mary's College
General Studies/Graphic Design - Graphic Design
Indiana University
High School Diploma -
Clay High School
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