Michelle Edmiston
Princeton,TX
Summary
Seasoned business professional with over a decade of experience working in the technical field. Exceptional at providing exemplary support and support to a wide variety of end users. Skilled in troubleshooting of computer systems, client websites and databases while utilizing technical expertise to address issues. Proficient in maintaining clear communication with staff and effectively resolving problems. Enthusiastic problem solver and talented team player with superior planning and decision-making skills.
Overview
2
2
years of professional experience
Work History
Education-Scoring Site/Technical Coordinator
Data Recognition Corporation
03.2024 - Current
- Monitoring systems via system interfaces and alerts
- Logging support issues into tracking systems
- Addressing and logging troubleshoot reported user issues
- Escalate issues as appropriate
- Provide assistance with creation, setup and management of temporary employee accounts in multiple systems
- Fulfill setup change requests
- Problem solves as needed
- Maintain clear and effective communication with permanent and temporary staff
- Accurately input temporary employee assignments in the Human Resources Information System (HRIS)
- Other duties as assigned.
FSCA - TDCJ
Securus Technologies
03.2023 - 11.2023
- Developed trusted advisor relationships with facility staff members
- Established myself as the point of contact for managing the day-to-day services and support needs of assigned area
- Served as the primary representative between on-site facility personnel, Account Management, and other Securus personnel
- Researched and resolved issues reported by Agency staff members
- Assisted, monitored, and escalated issues with other internal departments as needed
- Communicated all client requests and issues internally to facilitate resolution
- Opened, addressed, resolved, and tracked tickets, keeping customers and Securus Personnel informed of service-affecting issues
- Maintained partnership and regular communication with Account Management
- Maintained a high level of client satisfaction through outstanding customer service and support
- Attended onsite meetings as designated by facility leadership
- Performed basic Technical Support functions (password resets, user set up, etc.) and provided basic product training
- Traveled to neighboring facilities within an assigned region as a backup
- Assisted Tech Support in maintaining computer hardware, software, and other equipment
- Performed Kiosk maintenance
- Overseen rollout of services for newly acquired clients
- Managed and maintained assigned company inventories and assets
- Distributed tablets and accessories to approved incarcerated individuals
- Collected and tracked customer statistics and trends
- Understood systems, training, and support needs for assigned client base and referred them to Account Manager and internal Customer Training as needed
- Performed other assigned duties.
Customer Service Associate
Walgreens
03.2022 - 03.2023
- Exemplified a distinctive and delightful customer experience through modeling and delivery
- Operated assigned cash register to efficiently register sales
- Provided courteous, fair, friendly, and efficient checkout service to customers.
Education
B.S. Computer Information Systems -
01.1999
Honors: GPA 3.84, Magna Cum Laude, Jack D. Arnold Honors Society
Skills
- Customer Service and Sales
- Technical Support
- Computer System
- Product and Desktop Support
- Customer Sales
- Web Design
- Client Websites
- Office Procedures
- Jira
- SaaS
- Project Management
- Customer Support
- Application support
- Software Development
- System Administration
- Customer Service
- Team Leadership
- Project tracking
- Relationship Building
- Conflict Resolution
- Task Delegation
- MS Office
- Quality Assurance
- Customer Needs Assessment
- Project management software
- Computer Programming
- [Software] expertise
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Education-Scoring Site/Technical Coordinator - Data Recognition Corporation
03.2024 - Current
FSCA - TDCJ - Securus Technologies
03.2023 - 11.2023
Customer Service Associate - Walgreens
03.2022 - 03.2023
Devry University - B.S. Computer Information Systems,