Hi, I’m
Michelle Owens
Atlanta,GA
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
16
years of professional experience
Work History
ProSource360 Consulting Services, Inc.
Information Technology Support Specialist
09.2021 - Current
Job overview
- Maintained high availability of mission-critical systems by proactively identifying potential bottlenecks or weaknesses in the existing infrastructure.
- Enhanced system performance by troubleshooting and resolving hardware, software, and network issues.
- Reduced downtime for users by providing timely and efficient technical support via phone, email, and inperson.
- Assisted in developing strategic plans for IT infrastructure growth based on projected company expansion.
- Developed customized solutions for unique business requirements using a mix of off-the-shelf software packages and custom-developed tools.
ProSource360 Consulting Services
Part-time Graphic Design Social Media Specialist
07.2020 - 09.2021
Job overview
- Creates and administers content on all social media platforms to build an audience and engage customers
- Monitors site metrics to ensure campaigns are drawing in the appropriate number of views
- Responds to reader comments and oversees entire creative design plan.
- Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
- Managed social media accounts, ensuring timely responses to comments, messages, and reviews for enhanced customer service.
CoStar Group
Community Researcher
01.2017 - 07.2020
Job overview
- Assisted analysts in conducting research, analyzing findings and producing reports and presentations.
- Evaluated program effectiveness through pre-and post-intervention assessments, providing valuable feedback for continual improvement opportunities.
- Established partnerships with local organizations to strengthen community resources and support networks.
- Collected, analyzed and documented information related to specific initiatives.
Baker & Associates
Customer Service Representative
03.2010 - 06.2020
Job overview
- Maintained contact with customers and updated them on the status of their accounts
- Identified and resolved customer inquiries and issues
- Performed general accounting functions and ensured fulfillment of accurate and timely reporting.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Vital Recovery Services
Customer Service Representative
02.2008 - 03.2010
Job overview
- Answered customer's questions and addressed problems and complaints in person and via phone
- Helped customers identify and select arrangements that fit their personal needs
- Built customer confidence by actively listening to concerns and giving appropriate feedback
- Provided training and constructive feedback to team members.
Education
Western Governors University, Salt Lake City, UT
Bachelor of Arts from Data Analytics
06.2026
Skills
- Operating System Support
- Remote Support
- Customer Service
- Desktop support
- Windows 10
- Microsoft Outlook
Portfolio
personalportfolio.github.io/MichelleOwens, My Team API, Food app where you can view food menus and enter recipes., github.com/M-Java86/new-team-api, HTML, CSS, Web APIs, CLI, Bootstrap, React, BackEnd Project, Digital Craft back end., github.com/M-Java86/Code.Log-Project-, HTML, CSS, JavaScript, MySQL, Time Keeper, Time tracking system where users can clock in and clock out., github.com/M-Java86/time-in-react, HTML, CSS, JavaScript, React.JS
Personal Information
Title: Software Engineer
Timeline
Information Technology Support Specialist
ProSource360 Consulting Services, Inc.
09.2021 - Current
Part-time Graphic Design Social Media Specialist
ProSource360 Consulting Services
07.2020 - 09.2021
Community Researcher
CoStar Group
01.2017 - 07.2020
Customer Service Representative
Baker & Associates
03.2010 - 06.2020
Customer Service Representative
Vital Recovery Services
02.2008 - 03.2010
Western Governors University
Bachelor of Arts from Data Analytics
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