Senetria Lee
Seattle,WA
Summary
Results-driven technology expert with a strong track record in deploying new technological solutions. Skilled in defining project goals, resolving challenges, and providing strategic hardware and software recommendations. Passionate about leveraging cutting-edge technologies and fostering continuous improvement.
Overview
12
12
years of professional experience
Work History
Technical Onboarding Manager
Akin
09.2024 - Current
- Conducted IT onboarding appointments, ensuring new hires were effectively integrated into Akin’s processes.
- Managed equipment preparation and shipping for new hires and replacements to designated locations.
- Maintained accurate inventory records of computers and cellphones.
- Operated internal backend tools to provision accounts and resolve technical issues.
- Performed quality assurance checks on onboarding processes while documenting outcomes accurately.
- Collaborated with HR and hiring managers to drive process improvements.
- Handled offboarding requests, ensuring return of all assigned equipment to inventory.
- Fostered a safe environment for diverse staff, including people of color and gender non-conforming individuals.
Business Application Developer
Ibml
01.2024 - 05.2024
- Resolved application support incidents for HCL Domino/Notes, Salesforce, and SQL applications, achieving high satisfaction levels.
- Configured and troubleshot data relationships across business units and applications.
- Collaborated with departments to identify solutions enhancing workflow and productivity.
- Acted as liaison between application vendors and employees to coordinate projects.
- Executed maintenance coding and modifications for existing applications to improve functionality.
- Served as escalation point for technical issue tickets to expedite resolution.
- Supported VP of Security & Enterprise Architecture on various projects as needed.
Senior Technical Analyst
Cigna-HealthSpring
Hoover, AL
08.2023 - 12.2023
- Delivered training classes to diverse audiences with varying skill levels.
- Configured hardware and software for employee workstations.
- Oversaw document development to create compliance and regulatory internal control statements.
- Troubleshot user-reported incidents to implement system changes and identify solutions.
- Installed, tested, and documented outcomes for new software packages and technologies.
- Utilized remote tools to diagnose and resolve technical issues efficiently.
Tier 2 Technical Support Representative
Jack Henry & Associates
10.2022 - 03.2023
- Delivered telephone support, diagnosing and troubleshooting hardware, software, and network issues.
- Coordinated with IT teams to develop effective implementation strategies.
- Conducted data recovery for lost accounts, restoring access promptly.
- Assessed technical complexity of tickets, escalating to Tier 3 when necessary.
- Maintained servers and systems to ensure operational continuity during peak periods.
- Remotely accessed client PCs to troubleshoot and resolve issues efficiently.
- Assisted clients with basic accounting tasks due to software failures.
Tier 1 Technical Support Representative
Jack Henry & Associates
02.2020 - 10.2022
- Debugged currency transaction reports utilizing SQL within mainframe environment, tracking progress through JIRA.
- Conducted case reviews both in-person and remotely on client computers.
- Troubleshot technical issues for financial software to ensure operational efficiency.
- Managed permissions and account recovery using Active Directory during system downtimes.
- Analyzed user problems by applying test scripts, expertise, and probing inquiries.
- Resolved Office 365, LAN/WAN connectivity, and VPN issues to maintain user access.
Floor Support
AT&T
03.2019 - 01.2020
- Facilitated de-escalation of customer calls by assisting representatives.
- Troubleshot AT&T software applications for customers and store representatives.
- Conducted morning huddles to review daily goals and prioritize backlogs.
- Followed up with customers to confirm satisfaction and resolve outstanding issues.
- Resolved customer complaints using diplomatic communication techniques.
Telesales Representative
AT&T
05.2018 - 03.2019
- Assisted in special projects as assigned by management to support operational goals.
- Documented personal, demographic, and payment information for new accounts in system.
- Recorded customer and prospective customer contact information in internal database.
- Escalated advanced problem calls and concerns to management for resolution.
- Answered inbound calls from interested customers to effectively discuss offerings.
- Conducted database research to identify leads and gather accurate contact information.
Fraud Claim Investigator 2
BBVA Compass
11.2017 - 05.2018
- Maintained organization of files and reports in compliance with departmental guidelines.
- Prepared statistical reports daily, weekly, and monthly to support decision-making.
- Cross-trained new employees on all fraud detection systems for operational continuity.
- Reviewed suspicious reports and transactions to identify potential fraudulent activities.
- Analyzed extensive data sets to detect patterns of fraud and anomalies.
- Collaborated with IT to develop concept models addressing functional needs and specifications.
Phone Banker 2
Wells Fargo
10.2016 - 05.2017
- Mentored and coached team members to enhance performance metrics.
- Assisted in training new hires on policies and procedures.
- Reviewed data to identify trends and reported findings to management.
- De-escalated customer calls by providing courteous service and effective resolutions.
- Facilitated completion of online banking services and resolved user access issues.
Phone Banker 1
Wells Fargo
02.2016 - 10.2016
- Resolved customer inquiries, addressing over 100 account queries efficiently and accurately.
- Assessed accounts to recommend tailored banking products and services.
- Handled accounting transactions with precision and attention to detail.
- Utilized CRM system daily to optimize service opportunities and improve communication.
- Advised customers on policies and regulations for informed decision-making.
Assistant Manager
Badcock Home Furniture & More
05.2015 - 01.2016
- Established long-term customer relationships while advising on purchases and promotions.
- Procured inventory and office supplies to maintain operational efficiency.
- Analyzed sales and customer information to assist with annual report preparation.
- Cross-trained over 25 new staff, evaluating performance of existing personnel.
- Managed over 50 daily calls for customer sign-ups and data retrieval.
- Reviewed sales and gross profit reports to evaluate organizational efficiency.
- Enhanced employee performance and job satisfaction, improving retention rates.
Recruiter Assistant
Army National Guard
06.2013 - 06.2014
- Delivered comprehensive administrative support to HR department during recruitment processes.
- Collaborated with HR Unit to update and redraft recruitment policies.
- Facilitated training for over 40 new employees across all workplace areas.
- Pre-screened applicants and coordinated interview schedules with relevant team members.
- Provided horizontal support to HR staff as required.
Education
Associate of Science - Computer And Information Sciences
Amridge University
Montgomery, AL05-2024
High School Diploma -
Shades Valley High School
Birmingham, Alabama05.2014
Skills
- Microsoft SQL Server
- JIRA project management
- Salesforce CRM integration
- Office 365 applications
- SAS analytics tools
- C programming language
- Network configuration skills
- AS400 system management
- Framework development expertise
Timeline
Technical Onboarding Manager
Akin
09.2024 - Current
Business Application Developer
Ibml
01.2024 - 05.2024
Senior Technical Analyst
Cigna-HealthSpring
08.2023 - 12.2023
Tier 2 Technical Support Representative
Jack Henry & Associates
10.2022 - 03.2023
Tier 1 Technical Support Representative
Jack Henry & Associates
02.2020 - 10.2022
Floor Support
AT&T
03.2019 - 01.2020
Telesales Representative
AT&T
05.2018 - 03.2019
Fraud Claim Investigator 2
BBVA Compass
11.2017 - 05.2018
Phone Banker 2
Wells Fargo
10.2016 - 05.2017
Phone Banker 1
Wells Fargo
02.2016 - 10.2016
Assistant Manager
Badcock Home Furniture & More
05.2015 - 01.2016
Recruiter Assistant
Army National Guard
06.2013 - 06.2014
Associate of Science - Computer And Information Sciences
Amridge University
High School Diploma -
Shades Valley High School