Summary
Overview
Work History
Education
Skills
Certification
Extracurricular Activities
Awards
Timeline
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Rashida Ivey

Detroit,MI

Summary

Analytical thinker and creative problem solver with a track record of delivering impactful solutions. Proven ability to enhance customer satisfaction in fast-paced environments. Effective communicator with strong interpersonal skills for resolving client issues. Focused on continuous improvement and achieving positive business results.

Overview

15
15
years of professional experience
1
1
Certification

Work History

PC Support Technician

Detroit Land Bank Authority
Detroit, MI
12.2023 - 05.2025
  • Provided on-site and remote technical assistance to Detroit Land Bank Authority staff, resolving hardware, software, and network issues to minimize disruption to operations.
  • Diagnosed and resolved a wide range of technical problems, including operating system malfunctions, software conflicts, and hardware failures, ensuring timely resolution and user satisfaction.
  • Installed, configured, and maintained desktop and laptop computers, printers, peripherals, and software applications, adhering to DLBA's IT standards and security protocols.
  • Assisted DLBA staff with the use of various software applications, including Microsoft Office Suite, and specialized applications used for property management and land transactions.
  • Set up and configured user accounts, permissions, and access rights in Active Directory, maintaining system security and data integrity.
  • Troubleshot network connectivity issues, including LAN, WAN, and Wi-Fi, ensuring reliable network access for DLBA staff across multiple locations.
  • Documented all support requests, troubleshooting steps, and resolutions in a ticketing system, contributing to a knowledge base for common IT issues.
  • Collaborated with other IT team members to implement new hardware and software deployments, upgrades, and system maintenance tasks.
  • Provided technical support for audio-visual equipment used in meetings and presentations, ensuring smooth operation of technology for internal and external stakeholders.
  • Maintained an inventory of IT hardware and software, tracking assets, and ensuring proper disposal of retired equipment in accordance with DLBA policies.
  • Contributed to the development of user training materials and documentation to improve staff proficiency with IT systems and software.
  • Provided support for mobile devices, including smartphones and tablets, ensuring staff could effectively utilize these tools for work-related tasks.
  • Assisted in the setup and maintenance of any public-facing computer systems or kiosks, if applicable, for community access to DLBA resources.
  • Worked to ensure that technology supports the DLBA's mission of revitalizing Detroit communities by providing efficient and reliable IT support to its staff.

Risk Analyst

American Express
Phoenix, AZ
09.2022 - 02.2023
  • Reviewed business intelligence and financial information to verify compliance with regulatory requirements.
  • Defined and enforced company-wide risk management frameworks to reduce vulnerabilities.
  • Performed comprehensive financial analysis to assess performance and monitor risks.
  • Utilized strong analytical skills to review multiple banking products and systems to determine occurrence of financial abuse.
  • Used multiple operating systems and verification tools to optimize detection and prevention of fraudulent.
  • Collected data from internal and external sources to facilitate meaningful analysis.

Customer Care Representative

Liberty Mutual
Plano, TX
08.2021 - 09.2022
  • Reported policy changes and company conditions affecting customer satisfaction.
  • Established positive and trusting relationships with injured clients, administering efficient customer service and processing claims quickly.
  • Processed and recorded new policies and claims on average of 30-60 claims per day.
  • Checked documentation for accuracy and validity on updated systems.
  • Generated, posted and attached information to claim files.
  • Served as liaison between groups, employees and insurance carriers to resolve issues and answer questions.

Fraud Analyst

Advanced Call Center Technologies LLC
Berwyn, PA
07.2020 - 08.2021
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Conducted prompt and thorough investigations on referred files.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.

Quality Control Inspector

Tellworks Communications
Arlington, TX
04.2020 - 10.2020
  • Evaluated components and final products against quality standards and manufacturing specifications.
  • Monitored production processes to gain understanding of problematic steps and rectify issues.
  • Performed frequent visual inspections to root out tolerance and compliance issues.

Customer Service Representative

Nissan North America, Inc.
Irving, TX
12.2017 - 02.2020
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Provided primary customer support and managed over 50 calls per day to internal and external customers over multiple environments.
  • Fielded customer questions regarding available merchandise, sales, leasing, current prices and upcoming company changes.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Home Based Advisor

Apple
Cupertino, CA
02.2010 - 07.2012
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Regularly exceeded daily sales and product add-on quotas.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.

Education

Associate of Arts -

Tarrant County College District
Fort Worth, TX
05.2016

Diploma - Information Technology Support Professional

Computer Learning Center
Madison Heights, MI
02.1998

Skills

  • Verbal and Written Communication
  • Customer Relationship Building
  • Account Maintenance
  • Highly Proficient in Microsoft Office Suite
  • Multitasking and Prioritization
  • Efficient and Detail-Oriented
  • Fraud Prevention and Detection
  • Information Validation
  • Technical support
  • Customer service
  • Interpersonal communication

Certification

  • Notary Public Commission, Texas
  • Adjuster - All Lines, Texas Department of Insurance

Extracurricular Activities

President of Phi Theta Kappa - Rho Chi Chapter, Tarrant County College All Texas Team Nominee, 2016

Awards

  • Dean's List, Tarrant County College, 2014 - 2016
  • Recognized for excellent attendance and academic achievement, Computer Learning Center
  • Graduated valedictorian from Computer Learning Center's ITSP Program

Timeline

PC Support Technician

Detroit Land Bank Authority
12.2023 - 05.2025

Risk Analyst

American Express
09.2022 - 02.2023

Customer Care Representative

Liberty Mutual
08.2021 - 09.2022

Fraud Analyst

Advanced Call Center Technologies LLC
07.2020 - 08.2021

Quality Control Inspector

Tellworks Communications
04.2020 - 10.2020

Customer Service Representative

Nissan North America, Inc.
12.2017 - 02.2020

Home Based Advisor

Apple
02.2010 - 07.2012

Associate of Arts -

Tarrant County College District

Diploma - Information Technology Support Professional

Computer Learning Center

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