Kassondra O'Hara
Troy
Summary
Experienced with developing captivating content that resonates with diverse audiences. Utilizes advanced research skills to ensure accuracy and relevance in all writing projects. Knowledge of various writing styles and formats, ensuring versatility and excellence in content delivery.
Overview
17
17
years of professional experience
Work History
Tech Support Analyst
City of Troy
01.2020 - Current
- Streamlined support processes for increased efficiency and faster issue resolution.
- Created user accounts and managed access control.
- Managed multiple projects simultaneously, ensuring timely completion within scope and budget constraints.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Configured and distributed devices used daily by employees.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Freelance Writer
Self
02.2017 - Current
- Utilize exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
- Generate ideas for new content series or formats based on audience interests and market trends.
- Conduct thorough research on diverse topics, producing well-informed pieces that resonates with readers.
- Organize material to research and complete writing tasks.
- Create content for websites and online publications.
- Edit and proofread drafts of articles and other documents.
- Research and write news stories, articles and reviews for online publications.
Emergency Communications Dispatcher
Troy Police Department
05.2008 - 01.2020
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Used specialized software to track and maintain case incident numbers and logs.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Handled high-stress situations calmly, providing clear instructions to callers during emergencies.
- Assisted in the development of new policies and procedures to enhance overall operational efficiency within the communications center.
- Provided on-the-job training and coaching to develop new dispatchers.
Education
Bachelor of Science - Criminal Justice
Troy University
Troy, AL05-2006
Skills
- Editing skills
- Keyword optimization
- Social media proficiency
- Content curation
- Strong research
- Article writing
- Microsoft office
- Research writing
- Attention to detail
- Critical thinking
- Fact-checking
Timeline
Tech Support Analyst
City of Troy
01.2020 - Current
Freelance Writer
Self
02.2017 - Current
Emergency Communications Dispatcher
Troy Police Department
05.2008 - 01.2020
Bachelor of Science - Criminal Justice
Troy University
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