Melissa Hart
Summary
My main focus is white glove service to internal and external customers. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. My customers will always get the white Glove treatment no matter the task at hand.
Overview
10
10
years of professional experience
Work History
Platform Engineer
Capital One
Portland, Maine
01.2022 - 04.2023
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Documented and developed engineering and call center agents onboarding procedures and processes.
- Internal application access requests for new hires and current employees. Responsible for creating new entitlements based on job roles, approving entitlement requests and adding user entitlements when requested.
- 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.
- Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs in Service Now and Jira ticketing software. 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 within Jira to help with tracking their teams' daily tickets and status of those ticket issues.
- Maintain database access for Third party software vendors
- Responsible for Daily feed file for companies' internal applications that were not set up to provision automatically when users needed entitlement access based on specific roles.
Senior IT Support Engineer
Capital One/ Hays Consulting
Portland, Maine
02.2020 - 01.2022
- Worked closely with new hires, answering questions, and addressing various concerns during onboarding process.
- Developed and updated onboarding materials, keeping pace with role changes.
- Created and administered AD profiles and accounts, assigned permissions, and maintaining systems documentation.
- Configured hardware, devices, and software to set up workstations for employees.
- Imaged company desktops and laptop systems and migrated data to new machines.
- Installed, OS updates and maintained computer systems and network connections.
- Connected to computer of client using remote link to install programs and applications.
- Maintained inventory of cell phones, laptops, and peripheral equipment for on and offboarding employees
- Ordering of user hardware for pc refreshes and pc returns. Also maintaining assets in Service Now. Utilized Asset Management tracking tool for validations of return equipment
- Oversaw installations of new technology and new personnel training.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis, and issue resolution.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs in Jira and Service Now ticketing system
- Collaborated with supervisors to escalate and address customer inquiries or technical issues then communicated with clients to verify roots and causes of computer problems.
- Patched software and installed new versions to eliminate security problems and protect data. Reviewed violations of computer security procedures and developed mitigation plans.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Translated complex technical issues into digestible language for non-technical users.
Tier 2 Technical Support Specialist
Unum
Portland , Maine
06.2018 - 06.2019
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Troubleshot hardware driver issues
- PC repair when needed
- Asset tracking
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues and responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications for new hires which consisted of imaging their new hardware
- Set up work stations for employees.
- Remote desktop assistance
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, FL05.2011
Skills
- PC Maintenance which includes Apple and Microsoft products
- Hardware repair
- New Hire setup
- Hardware Asset Management
- Customer service expert
- Staff education, training, and development
- Hardware and Software Installation
- User credential management in Active Directory
- PC repairs and PC imaging
- Knowledgeable in various ticketing software (Service Now and Jira )
- Microsoft Office 365 Admin
- Basic SQL skills
- Jira Atlassian admin
- Software : Postman, DB Visualizer, DataGrip
- Organization and Time Management
- Project Management
- Manager and office staffing
- Onboarding and Offboarding users
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