Ronisha Isham
Fort Worth,TX
Summary
Adept IT professional with a proven track record at FirstCash Financial Services, excelling in technical support and software development. Demonstrated expertise in AWS Cognito and React, alongside exceptional problem-solving abilities. Successfully led a software development team, enhancing user experiences and streamlining processes, showcasing a blend of technical proficiency and leadership skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Service Desk Specialist
FirstCash Financial Services
10.2022 - Current
- Provides technical support to customers, troubleshooting hardware and software issues by phone
- Responds to questions from callers and remotely assist with technology problems
- Accurately log all help requests using call-tracking software
- Maintains software/hardware installations within corporate policies
- Escalates incidents to a higher-level technical support group only when necessary
- Conducts customer satisfaction call-backs and ensures that all resolved tickets are closed
- Facilitates and carries out communication of service outages, both planned and unplanned
- Provides support to end users on a variety of issues
- Identifies, researches, and resolves basic technical problems
- Documents, tracks and monitors the problem to ensure a timely resolution
- Knowledge of basic network concepts and technologies as well as remote support of Network and POS systems
- Troubleshoot hardware and repair of desktop PCs, laptops and PC peripherals
- Knowledge of business standard software: MS Office, O365, Anti-virus, Windows 7, Windows 10, and VPN
Software Development Team
Capstone Day Nurse App
05.2022 - 07.2022
- An application created to keep track of medications dosages between health care providers and families
- Utilized AWS Cognito for user sign-up, login, forgot password functionality, and verification process
- Implemented React Hooks to handle controlled components throughout the application
- Collaborated with teammates and instructors to utilize Azure DevOps for efficient project tracking to ensure successful project management and seamless product delivery
Help Desk Specialists
Texas A&M University-Central Texas
11.2019 - 06.2022
- Promote positive user experience through onboarding utilizing various technology platforms
- Troubleshooting user accounts while guiding them through instructions to maintain healthy application status, using connectivity assistance and email configuration
- Ensured efficiency in ticket submission, phone support, and troubleshooting hardware and software interfaces
- Issued essential equipment to users and updated information in the system
Software Engineer
Pick-A Flick
03.2022 - 04.2022
- Created a Netflix look-alike application using JavaScript, HTML, React, APIs, and CSS
- Integrated TMDB movie API to fetch current movie data and display results through pagination
- Developed search functionality, where users can query the API by keyword
Student Facilitator
Texas A&M University-Central Texas
01.2019 - 11.2019
- Collected and entered data, reviewed GPAs to ensure student outreach and success
- Supported in student workshops and assisted with the distribution of handouts and emails
- Assisted with checking in students who come into the testing center to take their class exams
Information Technology Internship
Paul Quinn College
08.2014 - 06.2018
- Streamlined technology issues such as password reset for students, faculty, and staff
- Revitalized all campus computers on a semesterly basis to reset and reimage them to prepare for new students
- Facilitated technology setup and maintenance for campus events to optimize successful event coordination
- Supervised 20 student employees for the college fitness center and student recreation room to ensure schedule adherence, safety, and facility readiness
Education
Full Stack Web Development -
Nebula Academy
New York, N.Y.07.2022
Master’s of Science - Computer Information Systems
Texas A&M University-Central Texas
12.2020
Bachelor of Science - Business Administration Management
Paul Quinn College
05.2014
Certification
Certified FullStack Web Developer, Nebula Academy, 07/22
Projects
FirstCash Financial Services, IT Service Desk Specialist, 10/22 - Present, Provides technical support to customers, troubleshooting hardware and software issues by phone, Responds to questions from callers and remotely assist with technology problems, Accurately log all help requests using call-tracking software, Maintains software/hardware installations within corporate policies, Escalates incidents to a higher-level technical support group only when necessary, Conducts customer satisfaction call-backs and ensures that all resolved tickets are closed, Facilitates and carries out communication of service outages, both planned and unplanned, Provides support to end users on a variety of issues, Identifies, researches, and resolves basic technical problems, Documents, tracks and monitors the problem to ensure a timely resolution, Knowledge of basic network concepts and technologies as well as remote support of Network and POS systems, Troubleshoot hardware and repair of desktop PCs, laptops and PC peripherals, Knowledge of business standard software: MS Office, O365, Anti-virus, Windows 7, Windows 10, and VPN Capstone Day Nurse App, Software Development Team, 05/22 - 07/22, An application created to keep track of medications dosages between health care providers and families, Utilized AWS Cognito for user sign-up, login, forgot password functionality, and verification process, Implemented React Hooks to handle controlled components throughout the application, Collaborated with teammates and instructors to utilize Azure DevOps for efficient project tracking to ensure successful project management and seamless product delivery Pick-A Flick, Software Engineer, 03/22 - 04/22, Created a Netflix look-alike application using JavaScript, HTML, React, APIs, and CSS, Integrated TMDB movie API to fetch current movie data and display results through pagination, Developed search functionality, where users can query the API by keyword
Languagesandtechnologies
JavaScript(ES6), React, JSX, HTML5, CSS3 Canvas, Java, Node.js, Express, AWS (Amplify, RDS, S3, EC2, Cognito), PostgreSQL, RESTful API, Git, VS Code, DevOps, MSFT Teams, MSFT Office 365
Timeline
IT Service Desk Specialist
FirstCash Financial Services
10.2022 - Current
Software Development Team
Capstone Day Nurse App
05.2022 - 07.2022
Software Engineer
Pick-A Flick
03.2022 - 04.2022
Help Desk Specialists
Texas A&M University-Central Texas
11.2019 - 06.2022
Student Facilitator
Texas A&M University-Central Texas
01.2019 - 11.2019
Information Technology Internship
Paul Quinn College
08.2014 - 06.2018
Certified FullStack Web Developer, Nebula Academy, 07/22
Full Stack Web Development -
Nebula Academy
Master’s of Science - Computer Information Systems
Texas A&M University-Central Texas
Bachelor of Science - Business Administration Management
Paul Quinn College
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