Open To Work
JESSIE WHEELER
Work Preference
Summary
Dynamic Technical Support Analyst dedicated to enhancing business growth through exceptional customer service and technical proficiency. Expertise in troubleshooting complex issues, optimizing problem resolution processes, and documenting interactions to ensure efficient support and customer satisfaction.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Technical Support Analyst
Accenture
11.2024 - Current
- Provide front line support for The State of Ohio / Benefits programs such as SNAP, TANF and Medicaid.
- Utilized knowledge-based articles to provide accurate and efficient support during interactions.
- Document every call or email in ServiceNow. Reference the Knowledge base article as well as a detailed description of the issue. Tag the incidents with the correct category.
- Handled incoming calls from caseworkers requesting password resets, completing requests through IMS system or ServiceNow.
- Resolved Medicaid-related inquiries in the email queue, escalating unresolved incidents to the L2 team.
- Reported technical issues to management for prompt resolution. of slowness or outages to management immediately.
TECHNICAL SUPPORT REPRESENTEE
RACJSPACE TECHNOLOGY
08.2022 - 03.2024
- Routed customer inquiries to appropriate teams, ensuring timely resolution of issues related to network security, Windows, Linux, AWS, or email support.
- Provided ticket support within ticketing system. (ServiceNow)
- Created and managed tickets for customer issues, including server outages, SSL certification management, end user support, MFA assistance, and server access modifications.
- Followed strict verification protocol for every customer.
- Collaborated with other teams via chat system to facilitate effective communication and issue resolution.
- Engaged in continuous learning initiatives to stay updated on company policies and industry advancements.
TECHNICAL SUPPORT ANALYST
IBEX GLOBAL (APPLE)
07.2020 - 04.2022
- Troubleshot issues with Apple products, including user, MFA, compatibility with different OS, backups, and disk partitioning.
- Assist customers with initial setup of all Apple products via phone support or screen sharing.
- Resolved email issues on iPhone and Mac.
- Delivered customer support through screen sharing sessions using Bomgar.
- Educate customers on products.
- Coordinated customer service appointments to meet client needs.
- Offered friendly and timely service to customers.
- Participated in ongoing education and training programs to enhance skills.
- Followed guidelines for ethics and legal.
TECHNICAL SUPPORT II
CONDUIT GLOBAL
06.2018 - 02.2020
- Support customers with email and modem configurations, digital phone, FIOS Internet and cable.
- Configured POP3 and IMAP email settings for customers, ensuring optimal functionality and user satisfaction.
- Escalated issues by effectively communicating with customers and technical teams to facilitate timely resolutions.
- Recorded and tracked issues in Coffee Anywhere to maintain comprehensive documentation and support processes.
Education
BACHELOR OF SCIENCE - IT/CYBER SECURITY
STRAYER UNIVERSITY
08-2026
HIGH SCHOOL DIPLOMA -
BROADY ACADEMY
06-2015
Skills
- Technical Support
- ServiceNow
- Troubleshooting
- Technical troubleshooting
- Email configuration
- macOS and Windows expertise
- LAN
- TCP/IP
- Active Directory
- Remote Desktop
- Data Analysis
- Microsoft Office
- Customer Service
- Effective communication
- Written communication
- Data Analysis and methodical
- Customer service
Activities
- Participate in Rack gives back (food bank distribution)
- Google Analytics certification achieved 01/01/23
- American Banker Certification (ABA) Fraud-Compliance
- Cyber Security Analyst (CySA+) Certification through MedCerts
Certification
- Six Sigma Green Belt
Timeline
Technical Support Analyst
Accenture
11.2024 - Current
TECHNICAL SUPPORT REPRESENTEE
RACJSPACE TECHNOLOGY
08.2022 - 03.2024
TECHNICAL SUPPORT ANALYST
IBEX GLOBAL (APPLE)
07.2020 - 04.2022
TECHNICAL SUPPORT II
CONDUIT GLOBAL
06.2018 - 02.2020
BACHELOR OF SCIENCE - IT/CYBER SECURITY
STRAYER UNIVERSITY
HIGH SCHOOL DIPLOMA -
BROADY ACADEMY