Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Sara Allan

Jeffersonville,IN
Sara  Allan

Summary

Ambitious IT Technician consistently exceeds client expectations by proactively tracking and resolving faults and complaints. Accurately triages and delegates all incoming tickets. Confirms either personal resolution or correct assignment of each and every customer issue.

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.

Overview

6
years of professional experience

Work History

Molina Healthcare
Remote , IN

IT Technician
03.2020 - 01.2022

Job overview

  • Installed and configured hardware, software, systems, networks, printers, and scanners.
  • Maintained user accounts in Active Directory and Exchange Server environments.
  • Provided technical support to users via telephone or remote access

administrative tasks such as user account creation and deletion and password resetssupporyed .

  • Configured routers, switches and wireless access points for LANs and WANs.
  • Participated in team meetings to discuss project status updates.
  • Tracked service requests through a ticketing system such as Remedy or Service Now.
  • Responded quickly to emergency situations involving outages or data loss scenarios.
  • Performed troubleshooting on networking and connectivity issues to restore connections and network access.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
  • Responded to or escalated tickets based on severity and internal policies governing responses.
  • Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
  • Notified internal and external customers of impending changes and agreed outages to prevent unexpected service disruptions.
  • Maintained positive working relationship with fellow staff and management.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Maintained records of data communication transactions, problems and remedial actions or installation activities.
  • Oversaw daily performance of computer systems.
  • Performed variety of clerical and administrative duties pertaining to on-site support.

DATA Communications Management
Jeffersonville, IN

Customer Service Representative
06.2016 - 04.2020

Job overview

Education

Spencerian College - Louisville
Louisville, KY

Associate of Science from Medical Assisting
06-2008

University Overview

Skills

  • Application Installations
  • Data Recovery
  • Technical Support
  • Remote Support
  • Software Updating
  • Mobile Device Management
  • Incident Management
  • Application Support
  • User Training
  • Software Configuration
  • Troubleshooting and Diagnostics
  • Device Installation
  • Help Desk Support
  • Call Management
  • Incoming Call Management
  • Service Desk Support
  • Computer Maintenance
  • Account Administration
  • VoIP Installation
  • Technical Documentation
  • Customer Needs Assessment
  • Customer Service
  • User Support
  • MCTS Certification
  • System Performance Assessments
  • Software Upgrades
  • Hardware Upgrades
  • File Management Software
  • Supply Management
  • Computer Diagnostics
  • Technical Troubleshooting
  • Project Coordination
  • Service Schedule Coordination
  • Online Chat Support
  • Report Preparation
  • Active Listening
  • Tracking and Documentation
  • Windows XP/Vista
  • Kayako Support Ticketing System
  • Inventory Procedure Documentation
  • Service Desk Team Management
  • Highly Professional
  • Laptop Servicing
  • Employee Computer Support
  • Troubleshooting Network Issues
  • Technical Documents Comprehension
  • Software Evaluation
  • Microsoft ASPNET
  • Network Certification
  • Interpersonal Skills
  • Microsoft Certification
  • Remote Technical Support
  • Customer Communication and Empathy
  • Hardware Diagnostics
  • Access Management Software
  • Call Center Operations
  • Collaborative Team Player
  • Adobe Creative Cloud
  • Analytical and Methodical
  • Training Materials Development
  • MySQL
  • Computer System Diagnostics Software
  • Support Services
  • Problem-Solving
  • Database Management
  • Friendly and Patient
  • Microsoft Windows and Office
  • Attention to Detail
  • Organizational Skills
  • Issue and Resolution Tracking

Timeline

IT Technician
Molina Healthcare
03.2020 - 01.2022
Customer Service Representative
DATA Communications Management
06.2016 - 04.2020
Spencerian College - Louisville
Associate of Science from Medical Assisting
Sara Allan