Neechern Lee
Summary
Detail-oriented IT support professional dedicated to delivering customer satisfaction. Resolves IT tickets promptly and accurately. Experienced in cross-team work within the Maximus IT Service Desk and IT Asset Management team. Skilled in resolving access issues, such as password and permission management, for the efficient handling of requests. Supports large-scale projects and has strong communication skills to collaborate with cross-functional teams to drive results.
Overview
6
6
years of professional experience
Work History
Senior Admin IT Asset Management
Maximus
Eagan
2022.05 - Current
- Coordinated asset tracking and inventory management across departments to enable efficient asset sharing, using inventory forecasts and allocation projections aligned with current projects.
- Managed asset fulfillment projects for FEMA, Aidvantage, and HSOA.
- Processed and distributed incoming and outgoing shipments in compliance with Maximus guidelines.
- Reviewed and updated asset management warranty to ensure compliance with regulations.
- Investigated discrepancies between physical inventory and records within the database system by ensuring all assets are properly tagged and recorded into Lansweeper upon receipt.
- Reinforce asset management policy for the organization by analyzing existing processes and identifying areas for improvement that can be streamlined for future team expansion plans, which include simplifying receiving procedures, inventory control/sharing, and accountability of assets throughout their life cycle.
- Responded promptly to requests from internal departments regarding the availability of specific assets and expedited requests.
- Processed returned equipment that includes, but is not limited to: unloading boxes and classifying, scanning received inventory into the ITAM system of records, executing diagnostics on returned equipment, and staging usable equipment into Surplus stock.
Service Desk Technician Tier 2
MAXIMUS
2020.05 - 2022.05
- Delivered technical support for software installation, application issues, network and security problems, and identified common PC software and hardware problems via calls, emails, or the ticketing system.
- Guided users with account management and password reset procedures through Active Directory.
- Verified user accounts in Active Directory and Workday, ensuring proper access control was maintained at all times.
- Assigned permissions and security groups according to job function and contract requirements.
- Updated customer information and account status in the database after each interaction.
- Resolve escalated Tier 1 tickets by identifying, researching, and resolving technical issues.
- Monitored Service Desk queues, responded to inquiries, and documented resolutions within established SLAs.
- Participated in knowledge transfer sessions with technicians to share best practices, identify process gaps, and recommend improvements to enhance the customer experience.
- Rerouted complex issues to senior technical staff, ensuring proper follow-through until resolved.
Help Desk Tier 1.5
ProSys
2019.10 - 2020.05
- Mitigated risks and resolved issues by anticipating challenges, monitoring progress, and making prompt decisions in response to user-reported concerns.
- Provide support for user account and access management using Active Directory.
- Diagnose and resolve software, application, hardware, and network problems.
- Support users by offering guidance on procedures and software navigation to ensure compliance with security best practices.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborate with the Tier 2 team to address system bugs and high-priority incidents.
- Thoroughly record all issues, solutions, and process improvements in the Knowledge Base within the ServiceNow system.
Education
IT- Ready Cloud Support -
IT- Ready
Edina, MN10.2019
Skills
- Project management
- Asset fulfillment and tracking
- Technical support for systems, software, and troubleshooting
- Process improvement
- Customer relationship management
- Effective communication
- Excellent attention to detail
- Knowledgeable in the following systems and applications:
Active Directory
Lansweeper
ServiceNow
Workday
Salesforce
SAP/ERP
Timeline
Senior Admin IT Asset Management
Maximus
2022.05 - Current
Service Desk Technician Tier 2
MAXIMUS
2020.05 - 2022.05
Help Desk Tier 1.5
ProSys
2019.10 - 2020.05
IT- Ready Cloud Support -
IT- Ready