Marlyn Edwards
Harrisburg,PA
Summary
Technology-oriented individual delivers product fixes and troubleshoot technical problems quickly. Confident expertise in help desk environments assisting customers while promoting efficiency, respect and patience. Hardworking and passionate job seeker with strong organizational skills eager to secure Customer Support Engineer position. Ready to help team achieve company goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
CLERICAL ASSISTANT 3
DEAPRTMENT OF STATE
03.2023 - Current
- Provided clerical support to company applicants by copying and filing documents electronically.
- Interacted with customers by phone, email or in-person to provide information about their license approval.
- Maintained organized applicant files.
- Maintained records of material flow, compiling and organizing related data.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Resolved problems, improved operations and provided exceptional service.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in team environment.
HELPDESK ANALYST
DEPARTMENT OF STATE/SOFTWARE INC
08.2022 - 03.2023
- Responds to customer-initiated interactions such as phone calls and emails.
- Identifying software bugs and escalate to relevant team for handling.
- Frequent interaction with customers and working with them to full resolution of any issue.
- Experience with call tracking and ticketing software - PALS
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Provided basic end-user troubleshooting and desktop support.
- Documented support interactions for future reference
- Logged support tickets and closed when issues were resolved.
CLINICAL SOFTWARE CORDINATOR & IT ASSISTANT
WILMAC CORPORATION
03.2011 - 10.2021
- Troubleshooted, researched, and supported Network admin role, determining root cause of technical issues.
- Help Internal Clients with technical complaints.
- Worked with Azure Active Directory
- Utilized Cloud and SaaS Applications and SSO/MFA, including Google Apps for Enterprise (G-mail, Outlook, SharePoint)
- Provided help desk support via Quick Assist, TeamViewer , email, and phone channels in fast-paced environment.
- Created new user accounts and systems access.
- Assisted with implementation of new software and provided employee training as needed.
- Managed and maintained organization's social media presence (Facebook and website)
- Diagnosed and replaced faulty components such as hard drives and RAM.
- Troubleshooted network hardware, switches and routers
- Prioritized and multitasked based on organizational needs, taking initiative with technical issues.
- Create medical forms on software for nurses.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
Customer Relationship Banker
Capital One
07.2005 - 03.2011
- Researched, and documented clients experience and determining Clients need
- Served as direct point of contact for customers in order to retain existing customers and to develop new customer relationships
- Performed essential banking duties (open new accounts, certificates of deposits)
- Actively participated in all sales campaigns often exceeding performance goals
- Worked with clients to address and respond to client and partnership management issues.
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database.
- Continually boosted branch production and revenue bY 100% by consistently meeting all monthly and quarterly sales goals.
Education
IT SECURITY ANALYST - IT SECURITY ANALYST
NUPATH
Harrisburg, PA04.2023
High School Diploma -
Penn Foster Career School
Scranton, PA06.2017
Skills
- Customer Support
- User Experience
- Technical Support and Assistance
- Troubleshooting Network Issues
- Microsoft Windows and Office
- Diagnosis and Troubleshooting
- Technical Support
- Hardware and Software Repair
- Customer Issue Resolution
- Microsoft Certification
- Security Protocol Understanding
- Office 365
Certification
- AZURE - AZ900
- Comptia ITF
- SC-900
Timeline
CLERICAL ASSISTANT 3
DEAPRTMENT OF STATE
03.2023 - Current
HELPDESK ANALYST
DEPARTMENT OF STATE/SOFTWARE INC
08.2022 - 03.2023
CLINICAL SOFTWARE CORDINATOR & IT ASSISTANT
WILMAC CORPORATION
03.2011 - 10.2021
Customer Relationship Banker
Capital One
07.2005 - 03.2011
IT SECURITY ANALYST - IT SECURITY ANALYST
NUPATH
High School Diploma -
Penn Foster Career School