Lavern Holness

• Health Monitoring Analysts answered inbound calls, addressed clients’ emails, chats, prepared and monitored the devices’ health of Network Security Devices like Firewalls, Intrusion Detection Systems, and other Linux/Unix based platforms. All work being tracked through CRM based ticketing system.
• Recommended process improvements to continually identify, analyze and fix constraints and challenges.
• Identified and resolved problems through root cause analysis and research.
• Queried databases for information needed for report processing.
• Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
• Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
• Maintained accurate records of service calls and customer interactions for training and accountability purposes.
• Explained diagnostic findings to customers and outlined repair or service options.
• Responded to customer inquiries quickly and professionally to increase satisfaction.
• Installed new equipment and explained operation and routine maintenance protocols to customers.
• Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
• Provided technical support and maintenance services for range of computer hardware and software.

• Worked with other teams to enforce security of applications and systems.
• Administered and monitored user accounts, permissions, and access rights; provided security support to end users as needed.
• Maintained information security documentation and reporting
• Assisted with new acquisitions and partners for information security compliance in developing short and long term mitigation strategies.
• Onboarded new team members and manged access to enterprise network and critical software.

Assisted with newly acquired companies and partners for information security compliance and developed short- and long-term mitigation strategies.

• Provided Technical Remote Support to over 3000 Coco Cola users involved in the Supply Chain. Providing resolution to software, hardware and network connectivity issues. Incident Management of hardware or software failure that impacted the Supply Chain
• Resolved VPN connectivity issues token and pin reset and other troubleshooting tasks using the RSA Authentication Manager
• Provided Helpdesk duties to 3000 General Electric’s Employees end users, including installation and configuration of Microsoft Operating Systems, Oracle, Symantec Antivirus and other software as well as troubleshooting/problem resolution.

• Promoted dedicated customer service and support by promptly resolving customer complaints.
• Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
• Helped customers with passport and visa applications.
• Arranged travel accommodations for groups, couples, executives, and special needs clients.
• Assisted clients with flight changes and cancellations to minimize travel disruptions.
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
• Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
• Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
• Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
• Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
• Created promotional materials to increase visibility and attract larger market share.