Hi, I’m
Julie Ann Chapman
Wilcox,PA
Summary
Results-driven IT professional with extensive experience in service desk support. Adept at troubleshooting complex technical issues and providing exceptional customer service. Seeking a challenging role to utilize expertise in remote troubleshooting and ticketing systems to contribute to the success of the team.
Overview
20
years of professional experience
Work History
Whirley Drinkworks
Account Specialist
12.2024 - 03.2025
Job overview
- Set up new customer accounts and updated existing profiles with latest information.
- Tracked and maintained orders to guarantee prompt and successful delivery of merchandise to customers.
- Collaborated with team members to improve overall customer service experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Penn Highlands HME
Customer Service
05.2024 - 10.2024
Job overview
- Educated patients and caregivers on proper use, cleaning, and storage of various DME items, reducing misuse incidents.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Continuously updated knowledge on industry trends and regulations to ensure compliance with all relevant standards and guidelines.
- Improved patient satisfaction by providing accurate and timely delivery of DME equipment.
H & R Block
Accelerated Tax Associate
12.2023 - 04.2024
Job overview
- Reviewed and analyzed client data and accurately prepared income tax returns and tax research.
- Maintained detailed records of client interactions and transactions, ensuring the highest level of accuracy and confidentiality.
- Prepared accurate tax returns for individuals, partnerships, corporations, and non-profit organizations, maximizing deductions and credits.
- Participated in continuing education courses to maintain professional knowledge and certifications as a Tax Associate.
McKean County CYS
Social Services Aide I
10.2023 - 01.2024
Job overview
- Contributed to continuous program improvement by evaluating effectiveness of current interventions.
- Maintained accurate client records, ensuring compliance with privacy regulations and confidentiality standards.
- Aided clients in achieving personal goals by implementing customized action plans and monitoring progress.
- Provided support to social service clients in navigating available resources.
Kane Community Methodist Church
Nursery Attendant
12.2022 - 08.2023
Job overview
- Greeted and welcomed children
- Soothed and distracted distressed children
- Provided activities for children of various ages
- Cleaned and sanitized areas as needed
Netrix, LLC
IT Service Desk Analyst II
03.2015 - 10.2022
Job overview
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
Reading Area Community College
IT Help Desk / Customer Service
10.2012 - 03.2015
Job overview
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Assisted customers in navigating websites and creating resumes, improving overall user experience.
- Designed and implemented documentation to assist users to be more self-sufficient.
Education
Reading Area Community College
Associates of Applied Science from Computer Information Systems
12.2014
University Overview
- Magna Cum Laude graduate
- Phi Theta Kappa Member
Skills
- End-user support for IT services
- Virtual problem resolution
- Proficient in multiple ticketing systems
- Technical troubleshooting expertise
- Technical documentation
- Data center operations
- Server configuration and maintenance
- Skilled in Windows system administration
- Windows server management
- Skilled in implementing secure VPN solutions
- SCCM management
Timeline
Account Specialist
Whirley Drinkworks
12.2024 - 03.2025
Customer Service
Penn Highlands HME
05.2024 - 10.2024
Accelerated Tax Associate
H & R Block
12.2023 - 04.2024
Social Services Aide I
McKean County CYS
10.2023 - 01.2024
Nursery Attendant
Kane Community Methodist Church
12.2022 - 08.2023
IT Service Desk Analyst II
Netrix, LLC
03.2015 - 10.2022
IT Help Desk / Customer Service
Reading Area Community College
10.2012 - 03.2015
Reading Area Community College
Associates of Applied Science from Computer Information Systems
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