Summary
Overview
Work History
Education
Skills
Timeline
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Paula Young

Waldorf,MD

Summary

Technical Support Specialist with more than 15 of experience diagnosing and resolving technical/ customer inquiries, including e-commerce and project management, as well as working directly with customers in a consulting capacity throughout the full software life-cycle. Experienced in Windows-based environments, Internet, and Cloud computing. Experienced in the supervision and training of technical personnel. An effective communicator and troubleshooter. Background includes experience with computer hardware, software, enterprise applications and network access. Installing and managing computer-based systems.

Overview

23
23
years of professional experience

Work History

Programmer/Scanner

Shopper Food Warehouse
08.2023 - Current
  • Maintain accuracy of pricing by monitoring pricing information for daily reductions and sales to make updates as required
  • Perform aisle audits to confirm accuracy of pricing
  • Complete all weekly price changes by reviewing data transmitted to store file to identify and correct any discrepancies
  • Maintain pricing integrity on the sales floor by ensuring that all items are properly signed, tagged, and scanned correctly.

Technical Support Specialist

American Psychiatric Association
12.2000 - 08.2022
  • Primary job responsibilities include supporting project tasks for client server support operations for work involving service requests and non-ticketed work to client operating systems, hardware, software, applications or network systems
  • Manage the delivery of services as it relates to installation, configuration and troubleshooting of computer systems, printers and network connectivity issues including root-cause analysis
  • Install and coordinate configuration of standard performance monitoring tools
  • Participate in technology-based projects such as hardware and software upgrades
  • Adhere to standard operating procedures for proper escalation of unresolved issues to the appropriate iteams
  • Provide enterprise-level assistance to our customers
  • Resolve customer support issues with a high-level of care
  • Utilize email and chat applications to provide clients with timely answers to simple issues
  • Contact clients virtually or by phone using applications such as Logmein, Gotoassist, and Zoom to provide clear verbal instructions and help
  • Submit necessary documentation of each incident to the resolutions team
  • Represent the organization to IT vendors by providing exceptional communication skills both orally and in writing
  • Maintain inventory and oversee asset management of hardware and software
  • Provide technical support for VOIP phone systems and SaaS related applications
  • Maintain a professional and courteous demeanor with challenging customers
  • Train incoming techs
  • Primary for onboarding of new hires
  • Configure permissions within Active Directory

Education

CyberSecurity -

Microsoft Azure AD -

Microsoft 35 Administrator -

The Academy of Computer Training, A+, Net -

Military Training, Personnel Information Systems Specialist -

Skills

  • Microsoft Office
  • Customer Service
  • Communications
  • Troubleshooting
  • Technical Support
  • Problem Resolution
  • VOIP
  • SaaS applications
  • Attention To Detail
  • Cloud computing
  • Active Directory
  • VPN Configuration
  • Remote support
  • Workstation Imaging
  • Jira Help Desk
  • Asset Management
  • Cisco Amp
  • Evolve IP
  • Adobe Admin
  • Application Support
  • Microsoft Azure Fundamentals
  • Microsoft Azure Administrator
  • Five9
  • Zscaler

Timeline

Programmer/Scanner

Shopper Food Warehouse
08.2023 - Current

Technical Support Specialist

American Psychiatric Association
12.2000 - 08.2022

CyberSecurity -

Microsoft Azure AD -

Microsoft 35 Administrator -

The Academy of Computer Training, A+, Net -

Military Training, Personnel Information Systems Specialist -

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Paula Young