Roselinda Jasper
Rockwall,TX
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
IT Specialist
Neuman Solutions Group
05.2020 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Patched software and installed new versions to eliminate security problems and protect data.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Walked individuals through basic troubleshooting tasks.
- Monitored systems in operation and input commands to troubleshoot areas.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Performed server backups and changed and replaced backup tapes daily.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Configured hardware and granted system permissions to new employees.
- Documented support interactions for future reference.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Promoted efficiency among departments with prompt resolution of system issues.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Assisted with updating technical support best practices for use by team.
IT Compliance Analyst
NTT DATA Services
09.2015 - 05.2020
- Developed and maintained compliance database, tracking all compliance activities and documents.
- Responded to employee inquiries regarding compliance regulations and procedures.
- Maintained up-to-date knowledge of current and emerging compliance regulations.
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
- Reviewed, revised and updated compliance policies and procedures to confirm continual compliance with applicable laws.
- Identified, investigated and documented compliance violations and recommended corrective measures.
- Prepared and submitted regulatory filings in timely manner.
- Monitored and assessed compliance risks associated with operational processes and procedures.
- Collaborated with internal and external stakeholders, auditors and legal counsel to confirm compliance with applicable laws and regulations.
- Investigated and documented all violations of compliance regulations to determine necessary improvements.
- Developed and maintained system for tracking and reporting compliance violations.
- Managed practical action plans to respond to audit discoveries and compliance violations.
- Collaborated with sales and marketing departments and other business units to address indications of improper sales practices and market conduct violations.
- Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
- Maintained up-to-date knowledge of applicable laws and regulations.
- Created and maintained compliant work environment.
- Identified gaps in existing compliance processes and recommended updates.
- Developed and implemented corrective action plans for non-compliance issues.
- Conducted periodic compliance audits and reviews to identify areas of improvement.
- Assisted with development of compliance objectives and strategies.
- Maintained composure in stressful situations, confrontations, interviews and records searches.
- Developed risk assessment models to identify potential compliance risks.
- Warned violators of infractions or penalties.
IT Operations Professional
SIC INSIURANCE
05.2010 - 01.2015
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Offered assistance in implementing and developing training programs.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tested new software and hardware prior to deployment.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Developed and implemented preventive maintenance procedures.
- Assisted in development of system security protocols.
Education
Bachelor of Arts - Theater Arts
UNIVERSITY OF GHANA
ACCRA, GHANA05.2011
Skills
- Technical Issue Analysis
- Technical Reporting
- Application Installations
- Discharge Planning
- Debugging
- Disaster Recovery
- Troubleshooting
- System Upgrades
- Technical Documentation
- Project Implementation
- Network Diagnostics
- Systems Analysis
- User Credential Management
- Technical Support
- Data Recovery
Certification
- Certified Comptia Sysa+
Timeline
IT Specialist
Neuman Solutions Group
05.2020 - Current
IT Compliance Analyst
NTT DATA Services
09.2015 - 05.2020
IT Operations Professional
SIC INSIURANCE
05.2010 - 01.2015
Bachelor of Arts - Theater Arts
UNIVERSITY OF GHANA
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