Kierra Emenike
Owings Mills,MD
Summary
Innovative Help Desk Analyst with over 5 years' experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting and maintenance to 8 workstations. Personable communicator while assisting with technical issues and training.
Overview
3
3
years of professional experience
Work History
Help Desk Analyst
T. Rowe Price
05.2024 - Current
- Trouble-shooting and diagnosis of technical issues.
- Escalate problems to Level 3 and supervisor based on department operations and procedures as necessary.
- Handle all incoming technical support problems using Remedy's ticketing system and other systems as required.
- Support over 400 apps and 80% of call related to apps.
- Windows 7 & office 2010 expert experience.
- Managed high levels of call flow and responded to technical support needs.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Tech 2, NETS E911 Data
Comcast
10.2023 - Current
- Responsible for working closely with customers and field technicians in all markets nationwide to understand root cause for complex provisioning and repair-related tickets
- Communicates and implements process requirements to reduce overall trouble rates with support from Tech 3's, as required
- Uses multiple software systems, investigative, triage, troubleshooting knowledge and applications to ensure customer service orders and repair tickets are completed accurately and on-time
- Works with moderate supervision
- Is accountable for individual results and impact on team.
Account Executive
Comcast
05.2022 - 10.2024
- Creates and delivers face-to-face sales presentations that demonstrate knowledge of the latest Comcast products and services
- Maintains and builds customer relationships to drive customer retention; works with internal teams to ensure operational efficiencies and service levels that meet and exceed customer expectations through strong customer service orientation with excellent follow up
- Demonstrate knowledge of Network Design, MAN technologies & designs including DSx, OC-x, WDM, Ethernet, Internet Technologies, Functionality & Services, Voice Network Technologies (including VoIP), Data Networking Technologies, Functionality & Services (LAN, MAN, WAN, VPN), Networking Protocols (with an emphasis on Layers 1,2, & 3), Customer Premise Equipment (voice & data), Business Continuity Disaster Recovery concepts and E-rate Contracting Processes and Procedures.
Education
Cybersecurity in Policy and Management -
University of Maryland
05.2025
Bachelors of Arts in Mass Communication - undefined
Shaw University
05.2015
Skills
- Troubleshooting
- Application installations
- Ticketing systems
- Zendesk
- Technical support services
- Proficient in Remedy's
- Logging support tickets
- Incident Management
- Help Desk Software
- Desktop support
- Technical Support
Timeline
Help Desk Analyst
T. Rowe Price
05.2024 - Current
Tech 2, NETS E911 Data
Comcast
10.2023 - Current
Account Executive
Comcast
05.2022 - 10.2024
Bachelors of Arts in Mass Communication - undefined
Shaw University
Cybersecurity in Policy and Management -
University of Maryland
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