Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melissa Hart

Saco,Maine

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

10
10
years of professional experience

Work History

Platform Engineer

Capital One
Portland, Maine
01.2022 - 04.2023
  • Collaborated with other departments to facilitate successful project completion.
  • Implemented automated IT onboarding entitlements to improve accuracy and efficiency of engineering new hires.
  • Developed and maintained relationships with suppliers to facilitate quality and timely delivery of materials.
  • Coordinated deployments of new software, feature updates and fixes.
  • Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
  • Translated technical concepts and information into terms parties could easily comprehend.
  • Developed and updated onboarding materials, keeping pace with changes to company job roles.
  • Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
  • Created and administered profiles and accounts, also maintaining systems documentation.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Maintain database access for Third party software vendors
  • Responsible for Daily feed file for companies internal applications that were not set up to autoprovision entitlement access based on specific roles.
  • Internal application access requests for new hires and also current employees. Responsible for adding user entitlements based on job role in order for them to do their job.
  • Monitored and worked all incoming tickets using Jira Atlassian software. Also created training material for internal users on how to create JQL queries and Dashboards with in Jira to help with tracking their teams daily tickets and status of those ticket issues
  • Troubleshooting external customers issues when they are experiencing issues with their financial software purchased through Capital One.

Senior IT Support Engineer

Capital One/ Hays Consulting
Portland, Maine
02.2020 - 01.2022
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Collaborated with other departments to facilitate successful project completion.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Communicated with clients to verify roots and causes of computer problems.
  • Configured and tested new software and hardware.
  • Configured hardware and granted system permissions to new employees.
  • Configured hardware, devices, and software to set up workstations for employees.
  • Connected to computer of client using remote link to install programs and applications.
  • Created and administered profiles and accounts, also maintaining systems documentation.
  • Created user accounts and assigned permissions.
  • Delivered Tier 2 and Tier 3 support for problem identification, diagnosis, and issue resolution.
  • Developed and maintained relationships with suppliers to facilitate quality and timely delivery of materials.
  • Developed and updated onboarding materials, keeping pace with role changes.
  • Diagnosed and troubleshot hardware, software, and network issues.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Implemented how to create JQL queries and Dashboards to improve ticket tracking with in Jira Atlassian software.
  • Installed and configured operating systems and applications.
  • Installed and maintained hardware and computer peripherals to store tangible components.
  • Installed new desktop systems and migrated data to new machines.
  • Installed, configured, and maintained computer systems and network connections.
  • Maintained inventory of cell phones, laptops, and peripheral equipment.
  • Managed high levels of call flow and responded to Tier 2 technical support needs.
  • Monitored systems in operation and quickly troubleshot errors.
  • Oversaw installations of new technology and new personnel training.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Performed software installations and OS upgrades to support layered software packages.
  • Researched and identified solutions to technical problems.
  • Researched product and issue resolution tactics to address customer concerns.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Reviewed violations of computer security procedures and developed mitigation plans.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Translated complex technical issues into digestible language for non-technical users.
  • Upgraded operating systems and computer software to perform compatibility with programs.
  • Used ticketing systems to manage and process support actions and requests.
  • Worked closely with new hires, answering questions, and addressing various concerns during onboarding process.

Tier 2 Technical Support Specialist

Unum
Portland , Maine
06.2018 - 06.2019
  • Dispatched field service technicians to correct issues requiring in-person technical assistance.
  • Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
  • Assessed technical complexity of tickets to escalate to Tier 3 team.
  • Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
  • Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Researched and identified solutions to technical problems.
  • Installed and configured operating systems and applications.
  • Tested new software and hardware prior to deployment.
  • Created user accounts and assigned permissions.
  • Installed, configured and maintained computer systems and network connections.
  • Configured and tested new software and hardware.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Monitored system performance to identify potential issues.
  • Developed and updated onboarding materials, keeping pace with changes to market place and company.
  • Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
  • Installed new desktop systems and migrated data to new machines.
  • Maintained inventory of cell phones, laptops and peripheral equipment.
  • Oversaw installations of new technology and new personnel training.
  • Created and administered profiles and accounts, also maintaining systems documentation.
  • Performed software installations and OS upgrades to support layered software packages.
  • Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
  • Integrated and updated software products to boost system compatibility.
  • Reviewed violations of computer security procedures and developed mitigation plans.

IT Site Support

Abbott Laboratories /Consultant
Scarborough, Maine
06.2018 - 01.2019
  • Performed domain migration, Windows 10 deployment project of over 280 users
  • First and second level support for PC configuration (desktops and laptops)
  • Basic Active Directory administration (i.e., account changes and permissions) Setup new users and support resources of terminated users
  • Asset management of all IT equipment on site

Technical Support Analyst

Mckesson
Alpharetta, Georgia
05.2016 - 05.2018
  • Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Performed quality assurance and quality control assessments of support ticket fulfillment.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Undertook technical maintenance of various database systems.
  • Monitored systems in operation and quickly troubleshot errors.
  • Reduced response time for Tier 2 support tickets.
  • Trainer and Lead Analyst

Help Desk Support Technician

Lobbyguard
Raleigh, North Carolina
07.2014 - 06.2015
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Day to day logging, tracking, and resolving customer reported problems or concerns
  • Providing outstanding customer service in high call volume environment
  • Acting as customer advocate for problem resolution for advanced end user technical issues.
  • Performed PC hardware repair, break fix, application training of end users and maintained customer database, construct, and upgrade repair center. Installed hardware for customers (Printers, Driver’s License scanners and internal and external webcams). Provided phone support for customers.
  • Managed broad range of installation, upgrade, roll out, and troubleshooting for Windows-based networks, with focus on computer/network systems.

Technical Software Support Engineer

SoftPro
Raleigh, NC
05.2013 - 05.2014
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Active Directory provisioning

Education

Associate of Science - Information Technology

Keiser University
Fort Lauderdale, FL
05.2011

Skills

  • PC Maintenance and Repair desktop support
  • Attention to Detail
  • Hardware and software installation and support
  • Project Management
  • Mac systems
  • Hardware Asset Management
  • Customer service expert
  • Staff education, training and development
  • Mobile platform experience
  • Google Workspace
  • Organization and Time Management
  • Knowledgeable in various ticketing software
  • Microsoft Office products
  • Manager and office staffing
  • Basic SQL skills
  • Jira Atlassian admin

Timeline

Platform Engineer

Capital One
01.2022 - 04.2023

Senior IT Support Engineer

Capital One/ Hays Consulting
02.2020 - 01.2022

Tier 2 Technical Support Specialist

Unum
06.2018 - 06.2019

IT Site Support

Abbott Laboratories /Consultant
06.2018 - 01.2019

Technical Support Analyst

Mckesson
05.2016 - 05.2018

Help Desk Support Technician

Lobbyguard
07.2014 - 06.2015

Technical Software Support Engineer

SoftPro
05.2013 - 05.2014

Associate of Science - Information Technology

Keiser University

Similar Profiles

CREATE PROFILE
Melissa Hart