MIKAILA A BROWN

• Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
• Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
• Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.

• Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

• Maximized machine uptime with well-coordinated preventive maintenance and repair actions
• Prevented malfunctions with quick machine adjustments based on sounds and vibrations
• Worked efficiently to support production pace
• PCs for

• Updated, installed and configured hardware, software and drivers to maximize system functionality
• Checked cables, operating systems and software as part of new system configuration.
• Researched and identified problems with computers and advised staff and clients on plans of action.

Expected Graduation date December 2024

Current GPA: 3.7

Relevant Coursework:

• Technical Communication - 3.0 Credit Hours
• Version Control (Github and GitLab) - 1.0 Credit Hours
• Introduction to Information Technology - 4.0 Credit Hours
• Scripting and Programming Foundations 3.0 Credit Hours
• Web Development Foundations - 3.0 Credit Hours
• Cloud Foundations 3.0 Credit Hours
• Networking and Security Foundations 3.0 Credit Hours
• Database Management Foundation 3.0 Credit Hours
• Database Management Applications 3.0 Credit Hours

Organizations:

• Women in Technology Member

Awards:

• Excellence Award: Received commendation from the Vice President of Evaluation Operations at WGU for outstanding performance in Technical Communications during the successful execution of a final project that entailed crafting a White Paper, Executive Summary, Press Release, FAQ Information Page, and a Video Presentation.