LATOYA PORTER
Pittsburgh,PA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
NOC TECHNICIAN II
DQE Communications
09.2022 - Current
- Monitoring operations, servicing servers, network and telecommunication equipment in data centers and other organizations
- Monitor data center infrastructure, servers, and computer networks for issues from a centralized location
- Collaborating with client IT teams on the development and maintenance of network infrastructure
- Providing technical end-user support, performing troubleshooting, and resolving network issues
- Maintaining internet domains and enhancing intranet performance
- Running diagnostic tests on the communication between computers, routers, modems, and servers
- Installing, configuring, and updating networking accessories for end-users
- Optimizing server capacity and performance to keep up with demand in network traffic
- Developing data security, backup, archiving, and retrieval procedures
- Providing on-site field technicians with remote technical support
- Enhancing network security, as well as documenting network processes, repairs, and cabling layouts.
DESKTOP SUPPORT ANALYST II
Robert Half | Mission Critical Partners
02.2022 - 04.2022
- Maintain ticketing system verifying both software and hardware issues
- Creating new employee accounts via active directory
- Resolving office 365 issues
- Remotely installing cybersecurity software to each company employees work laptops
- Configuring VPN's
- Completing full registration as well as troubleshooting MFA for each user
- Reset user passwords/ Help create new accounts
- Manages tickets, incidents, and service requests, as well as user communication
- Perform technical maintenance and software installations and updates.
SERVICE DESK ANALYST
Randstad | Duquesne University
10.2021 - 12.2021
- Verify identity accurately to assist the best way possible
- Respond to incoming requests for IT support and resolve network, hardware, and software issues with computers
- Performing duties fully remote providing screen sharing to help resolve issues at a timely manner
- Schedule in person visits for hardware/software issues that cannot be completed via phone/chat/email
- Daily use of active directory
- Reset user passwords/ Help create new accounts.
IT SPECIALIST
Northeastern LLC
06.2021 - 08.2021
- Responsible for implementation, monitoring, and maintenance of IT systems
- Retained existing clients and developed new accounts by extending high quality and efficient support service
- Patched software and installed new versions to eliminate security problems and protect data
- Configured hardware, devices, and software to set up workstations for employees
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
- Performed server backups and changed and replaced backup tapes daily
- Removed malware, ransomware and other threats from laptops and desktop systems.
LOAN PROCESSOR /Fraud and Risk Analyst
PNC Financial Services Group
03.2019 - 05.2021
- Prepared documents for underwriting by verifying Experian Transact SM client income, credit reports and other information
- Upheld complete confidentiality of all submitted Proficient in 10-key information according to release guidelines
- Set up and completed loan submission packages
- Sales expertise Reviewed loan files for completeness, identified missing documentation and generated condition Credit lists for applicants.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Streamlined risk reporting procedures for improved communication with stakeholders and senior management.
- Developed comprehensive risk assessments for new products and services, ensuring regulatory compliance and minimizing potential exposure.
- Reviewed contracts and agreements to identify potential risks and ideal mitigation strategies.
CREDIT SPECIALIST
Citizens Bank
06.2018 - 11.2018
- Assessments Reviewed and edited loan agreements to promote efficiency and accuracy
- Maintained and repaired facilities, equipment, and Financial Advising tools to achieve operational readiness, safety, and cleanliness
- Balance sheet expertise Managed quality assurance program, including on-site evaluations, internal audits, and customer Business Development surveys
- Performed duties in accordance with all applicable Loans standards, policies, and regulatory guidelines to promote safe working environment
- Reduced financial losses due to effective identification and mitigation of potential risks in the portfolio.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Collaborated on implementation of collection strategies with collections, risk and fraud teams.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
HELP DESK, CUSTOMER SERVICE REP
Gateway Health
06.2017 - 12.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Leveraged sales expertise to promote Health insurance and capitalize on upsell opportunities
- Assisted customers with setting appointments, shipping, and special-order requests, and arranging merchandise pick-up at other locations.
MAIL CLERK
USPS
12.2014 - 03.2017
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed
- Used automated mail processing equipment to sort and collate mail.
DOCUMENT PROCESSING SPECIALIST
BNY Mellon
04.2014 - 12.2014
- Assisted with document troubleshooting, including corrupt documents and files
- Monitored and created control reporting to track performance of system and process integrity, vendors, internal workflows, and SLAs
- Modified and maintained tools to support operations and business process creation using Adobe Acrobat, SharePoint, Excel, and Access capabilities
- Uploaded company procedures and policies to EDMS, routing for approval and training
- Collaborated across departments and levels of management to gain consensus on procedural documentation.
HELP DESK ANALYST
IBEX Global
01.2013 - 03.2014
- Evaluated system potential by testing compatibility of new programs with existing programs
- Logged support tickets and closed when issues were resolved
- Built and provided end-user troubleshooting and desktop support on Windows, Linux, and Mac systems
- Developed and tested new product offerings prior to release to assist development team in bug identification
- Trained and supported end-users with software, hardware and network standards and use processes.
Education
CompTIA A - Information Technology
Certs School
Pittsburgh, PAAS - Software Engineering
Community College of Allegheny County
Pittsburgh, PAKofax Total Agility - Information Technology
Kofax Education
Pittsburgh, PA07.2021
High school diploma - General Studies
Perry Traditional Academy
Pittsburgh, PA06.2009
Skills
- Network configuration
- Operational Risk
- Credit analysis
- Data Backup and Recovery
- Remote Desktop Support
- Superb Customer Service
Timeline
NOC TECHNICIAN II
DQE Communications
09.2022 - Current
DESKTOP SUPPORT ANALYST II
Robert Half | Mission Critical Partners
02.2022 - 04.2022
SERVICE DESK ANALYST
Randstad | Duquesne University
10.2021 - 12.2021
IT SPECIALIST
Northeastern LLC
06.2021 - 08.2021
LOAN PROCESSOR /Fraud and Risk Analyst
PNC Financial Services Group
03.2019 - 05.2021
CREDIT SPECIALIST
Citizens Bank
06.2018 - 11.2018
HELP DESK, CUSTOMER SERVICE REP
Gateway Health
06.2017 - 12.2017
MAIL CLERK
USPS
12.2014 - 03.2017
DOCUMENT PROCESSING SPECIALIST
BNY Mellon
04.2014 - 12.2014
HELP DESK ANALYST
IBEX Global
01.2013 - 03.2014
CompTIA A - Information Technology
Certs School
AS - Software Engineering
Community College of Allegheny County
Kofax Total Agility - Information Technology
Kofax Education
High school diploma - General Studies
Perry Traditional Academy