Reese Dean

• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs of Navy users.
• Assisted in development of system security protocols.
• Installed, configured and maintained computer systems and network connections.
• Troubleshoot network connectivity issues, working with remote employees on a corporate network
• Diagnosed and troubleshot hardware, software and network issues.
• Researched and identified solutions to technical problems.

● Filter through emails and messages from clients to distinguish between social engineering tactics and legit customers to achieve customer service satisfaction.

● Test the quality of customs entries with the United States Customs and border protection to ensure smooth logistics for clients.

● Analyze logistics and coordination of shipments through multiple shipping industry interfaces, such as LARA powered by Java, to ensure timely delivery of cargo shipments

● Assess and keep record of call and email logs using the software Salesforce to ensure a paper trail of any crucial information distributed to clients.

● Utilize and maintain Cisco finesse and Cisco Jabber applications to efficiently assist clients on multiple types of inquiries

● Siphoned through emails and voicemails in the apartment complex database and applications such as Yardi as well as Entrata to identify social engineering attacks and threats to ensure confirmation of identity and purpose. 

● Utilized multiple background check and credit verification softwares such as Entrata and Resident Check to confirm the identity and the security of the current residents as well as office staff. 

● Maintained Work order logs for completed and uncompleted work orders and maintenance requests from resident files. To ensure timely completion of resident requests. 

● Interacted with and managed resident files using resident dashboards for over 300 units to ensure residents were on leases and as well as their accounts were paid up to date.