Maxine Jefferson
Baton Rouge,LA
Summary
Seasoned Support Engineer well-versed in supporting users and troubleshooting common problems. Versatile professional bringing remarkable understanding of Computer operations and resilient nature focused on finding root causes and making permanent improvements. Offering thirty-five years of experience working in high-pressure environments to address customer concerns and questions.
Overview
33
33
years of professional experience
Work History
IT Technical Support Specialist
Louisiana Division of Administration
Baton Rouge, LA
12.2016 - 07.2022
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Provided issue resolution and technical support for various software system use.
- Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Monitored IT use to maintain compliance with established processes, policies and guidelines.
- Supported new infrastructure planning and deployment to meet organizational expectations.
- Maintained working knowledge of current hardware and equipment by completing required training and reading applicable literature.
- Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved.
- Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
- Installed and supported desktop software titles and add-ons.
- Adhered to internal IT policies on user credentialing to support access management of digital assets.
- Devised incisive workarounds and resolutions for IT-related problems.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Demonstrated advanced product knowledge to solve customer issues.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Developed and maintained strong relations with customers to meet quality expectations.
- Stayed abreast of latest software developments to enhance job knowledge.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Maintained up-to-date case documentation for future reference.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Used remote login tools to assist clients with technical and product questions.
- Served as first point of contact for incoming technical service calls and emails.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Resolved record-breaking backlog of support tickets following major system malfunction.
IT Programmer Analyst/Technical Support Specialist
Louisiana Department of Transportation and Develop
Baton Rouge, LA
10.1989 - 12.2016
- Assisted higher level field support personnel for ten+ years with technical support assistance for Louisiana Department of Transportation and Development employees.
- Wrote and modified complex computer programs for LA DOTD Financial Services and Human Resource Department.
- Reported errors and issues through tools, clearly documenting impact and context.
- Assessed vulnerabilities of complex systems, identifying issues and delivering recommendations.
- Developed tests to verify implementation of project requirements and enhance customer satisfaction.
- Wrote and maintained clear documentation describing program development, logic and corrections.
- Collaborated with other teams to resolve issues and cover gaps in knowledge.
- Offered proactive documentation of original code to support sustainability and adoption of products.
- Established and executed program development plans detailing steps and schedules.
- Adapted software to existing workflows by integrating characteristics and capabilities requested by clients.
- Implemented internal best practices to manage data workflows and processing tasks.
- Analyzed and estimated feasibility and costs, determining compatibility with hardware and other programs.
- Monitored performance of programs after implementation, developing metrics for analysis and determining areas of improvement.
- Communicated with clients to define program needs and requirements, explaining potential challenges and costs.
- Conducted full lifecycle software development from planning to deployment and maintenance.
- Delivered software solutions consistent with product roadmap and meeting release plan milestones.
- Coordinated with project managers to meet development timelines and plan testing.
- Reviewed and modified unit and integration tests to improve software quality and reliability.
- Developed mitigation strategies and prepared standard operating procedures.
Education
Associate of Science - Computer Science And Programming
Southern University And A & M College
Baton Rouge, LA12.1983
Associate of Science - Business Administration
Southern University And A & M College
Baton Rouge, LA05.1980
Skills
- Technical Troubleshooting
- Computer Skills
- Application/System debugging
- Training and support
- Hardware upgrades
- Call Center Operations
- Customer Service
- Customer support needs assessment
- Antivirus Software
- MS Office proficiency
- Application installations
- Strong Interpersonal and Communication Skills
Affiliations
Secretary Award of Excellence for re-writing the Louisiana Department of Transportation & Development's Compliance EEO System using Easytrieve Report Generation language.
Hobby: Computers
- Computers
- Troubleshooting
- Reading
- Writing (MS Word, Outlook)
- Money Management
- Online Shopping
References:
References available upon request
Timeline
IT Technical Support Specialist
Louisiana Division of Administration
12.2016 - 07.2022
IT Programmer Analyst/Technical Support Specialist
Louisiana Department of Transportation and Develop
10.1989 - 12.2016
Associate of Science - Computer Science And Programming
Southern University And A & M College
Associate of Science - Business Administration
Southern University And A & M College
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