Raisheda S Finch
Savannah,GA
Summary
Dedicated IT Specialist with 7 years' experience. I currently have a Public Trust Clearance with a Certification in Technology Systems Support. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.
Overview
10
10
years of professional experience
Work History
Dedicated Service Desk Analyst
Bell Techlogix - L3 Harris (REMOTE)
Indianapolis, IN
02.2023 - Current
- Verify PI; Answer user inquiries regarding computer software and hardware operation to resolve problems
- Utilize Active Directory to unlocks users' accounts, change network passwords, and ensure account is in active state
- Assigned Soft and Hard Tokens for Multifactor Authentication in RSA Console for users to have access to Networks remotely using VPN or Citrix VDI
- Work with software such as: Azure, Avecto (Beyond Trust), Solumina, SAP
- Set up mobile devices for company use with Company Portal/Microsoft Intune
- Being the First Point of Contact for all technology-related problems, escalating unresolvable transactions to the next level, as well as, follow up on aging tickets
SAP Basis Consultant
NTT DATA (REMOTE)
Atlanta, GA
07.2020 - 01.2023
- Developed and maintained positive customer relationships resulting in increased account services and expansion.
- Delivered local and remote Tier 1 and Tier 2 IT support for hardware and software to company personnel.
- Walked customers through processes of installing software or hardware and initial program start up procedures.
- Identified opportunities to improve network, application and cloud security through implementation of secure frameworks.
- Assisted with configuring WiFi/Mesh Networking Platforms
- Remote into Clients' devices and provided technical support on all devices, including IOS and Android.
IT Technician
FEMA-GDIT (REMOTE)
Atlanta, GA
02.2019 - 07.2020
- Adhered to HIPAA guidelines and maintained integrity of hospital policies and procedures
- Provided technical support to users via telephone or remote access.
- Maintained user accounts in Active Directory and Exchange Server environments.
- Configured routers, switches and wireless access points for LANs and WANs.
- Tracked service requests through a ticketing system such as Remedy and Service Now.
- Assisted with server virtualization projects using VMware ESXi or Hyper-V technologies.
- Acted as single point of contact for clients during technical faults and security-related events.
PSE Clerk/ Distribution Associate
United States Postal Service
Alpharetta, GA
08.2018 - 01.2019
- Performed various mail center activities (sorting, metering, folding, inserting)
- Dispatch: ensured all mail/packages that came into the facility, went out on the trucks as scheduled
- Operated electric and manual pallet jacks to transport large bins of mail in and out from the dock
- Perform quality checks and safety measures
- And perform other duties as assigned (Filing, outgoing shipments, scanned incoming mail, Handle time-sensitive material like confidential, urgent packages
- Shipping and receiving, provided backfill when needed, scanned equipment
- Maintain all logs and reporting documentation, great organization and attention to detail
- Participated in cross-training
- Take direction from supervisor or site manager, performed various other tasks as assigned.
Technical Support
Wipro, LLC - Geek Squad
Atlanta, GA
12.2017 - 06.2018
- Software Troubleshoot
- Assisted customers with various types of technical issues via email, live chat and telephone
- Enter Data of issues to create a ticket for dispatching to Level II if out of scope
- Remote into Client's Laptop or Desktop computer and run System Analyzer to check for Malware, Ransomware, Spyware, Viruses, and to check the overall Health of the computer system
- Dispatch to Level II tech support if issues occurred outside of scope of work
- Schedule appointments for system repair or installations.
Customer Service Agent
Global Equipment Company
Buford, GA
01.2015 - 12.2017
- Microsoft Efficiency: Using Microsoft Outlook, Word Processing, Microsoft PowerPoint and Microsoft Excel to complete Spreadsheets
- Data Entry, Completed Freight Claims, Issued Replacement equipment
- Effective First Call Resolution
- Worked alongside a Logistics company to keep track of all Freight being shipped, issuing APBs with lost shipment
- Answering up to 80 calls a day, while simultaneously delivering satisfactory customer service via email using Microsoft Outlook.
Education
Bachelor of Science - Biological Science
Savannah State University
06.2014
High School Diploma -
Savannah Early College High School
06.2009
Skills
- Call Center Operations
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- De-escalation Techniques
- Chat Support: Zendesk, LiveChat
- Issue and Complaint Resolution
- Database Administration
- Application installations
- Hardware Installation
- Troubleshooting and diagnostics
- Software configuration
- Remote Support
References
References available upon request.
Timeline
Dedicated Service Desk Analyst
Bell Techlogix - L3 Harris (REMOTE)
02.2023 - Current
SAP Basis Consultant
NTT DATA (REMOTE)
07.2020 - 01.2023
IT Technician
FEMA-GDIT (REMOTE)
02.2019 - 07.2020
PSE Clerk/ Distribution Associate
United States Postal Service
08.2018 - 01.2019
Technical Support
Wipro, LLC - Geek Squad
12.2017 - 06.2018
Customer Service Agent
Global Equipment Company
01.2015 - 12.2017
Bachelor of Science - Biological Science
Savannah State University
High School Diploma -
Savannah Early College High School
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