Rachelle Wynne
League City,USA
Summary
Dedicated and compassionate technical support representative leveraging empathetic listening skills to address customer concerns in a challenging environment. Committed to providing tailored solutions and fostering long-term customer relationships through proficient use of customer software and remote support tools. Experienced leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Netsync
01.2015 - Current
- Provided technical support to end-users on proprietary applications.
- Managed, developed and analyze Service Desk performance metrics
- Assist in managing team qualitative and quantitative goals and key SLA's
- Experience in account creation in Active Directory - disabling users, unlocking accounts, password resets.
- Provisioning user access accounts
- Deployment in Office 365
- Windows 10/O365 and troubleshooting OS/application issues
- Cisco Unified Communications (UC Support) –application support, VoIP, Unity connection, Webex, Finesse
- VPN and remote access solutions experience
- Configures and customizes the service management system, including workflow creation and documentation
- Uses standard ITIL Methodology to analyze and streamline existing business processes and assists in creation of new business processes
- Work with the Change Management Team to develop and document IT Service Management policies, processes, and procedures based on ITIL best practices
- Increase speed and improve quality for IT Service Management support efforts through processes development and execution
- Coordinate team schedules to ensure adequate staffing levels
- Supervisory experience in a call center environment
- Analysis and metric management.
- MFA functionality
Lead Support Technician – Contract
AIG
05.2014 - 12.2014
- Responsible for building and configuring Windows 7 and Office 2010 desktops/laptops.
- Provided remote technical support and troubleshooting for end-users.
- Performed Windows 7 builds and deployments.
- Supported Active Directory and OU’s Group Policy infrastructure.
- Provided PC hardware repair and maintenance.
Education
Bachelors of Science - Information Technology
Colorado Technical University
Colorado Springs, CO01.2016
Skills
- Active Directory management
- Incident management
- Regulatory compliance
- Experience with Logic Monitor tools
- TrueSight event management
- Experience with Splunk
- Network node oversight
- Tidal analysis
- Single sign-on implementation
- Proficient in multi-factor authentication
- Virtual private network management
- VoIP technology proficiency
- ClassLink user support
- Cisco Unified Communications Manager
- Global Data management
- Experience with VMware Horizon Client 7
- ServiceNow platform expertise
- Effective communication
- Customer relationship management
- Salesforce application knowledge
- OneRoster data integration
- Clever
- Okta security management
- Detail-oriented data management
- Effective listening
- Client support
- Customer service expertise
- Client-centric approach
- Customer complaint resolution
- Proficient in CRM tools
Certification
- CompTIA A+ /Security+
- Clever certification
- HP Certified
Timeline
Service Desk Analyst
Netsync
01.2015 - Current
Lead Support Technician – Contract
AIG
05.2014 - 12.2014
Bachelors of Science - Information Technology
Colorado Technical University
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