Shamika Hill-Trammell
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Demonstrates a history of working in the Telecommunications and IT Solutions industry.
Overview
17
17
years of professional experience
Work History
Technical Support Analyst
Unbridled Technologies, Pizza Hut Digital & Technology
10.2022 - 05.2023
- Performed within Linux Ubuntu environment using linux commands.
- Managed disks and file systems within POS Systems for Inventory and Delivery software.
- Assisted end users via phone, email, and chat support
- Improved system efficiency by troubleshooting and repairing POS hardware and software issues.
- Facilitated cross-functional collaboration between BoH and FoH teams to ensure seamless restaurant operations.
- Streamlined server management tasks for increased productivity by automating routine processes using shell scripts.
- Maintained detailed documentation of all system configurations, procedures, and changes for easy reference by team members.
Hub Admin Assistant
UPS Supply Chain Solutions
04.2022 - 05.2023
- Tracked Hazardous Materials
- Prepare Universal Load Device (ULD) manifests and other Hazmat paperwork
- Adhered to all defined safety protocols, company requirements and federal and local laws to maintain safe and controlled environments.
- Managed disposal of non-hazardous and special waste by Class of the item.
- Arranged pick-ups, managed documentation and reported quantities of waste to help coordinators make appropriate planning decisions.
IT Helpdesk Support
ProTech Services, American Residential Services
05.2023 - Current
- Reduced downtime for users by promptly troubleshooting and diagnosing software, hardware and network problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Implemented an automated ticketing system that streamlined helpdesk workflow while improving response time metrics.
- Boosted end-user productivity through effective remote assistance using various tools such as TeamViewer, Remote Desktop, and VPN connections.
- Provided after-hours support to ensure continuous IT service availability during critical business periods or outages.
Junior Solutions Engineer|Sr. Tech Support Lead
Peak Technologies
09.2018 - 04.2022
- Maintains working knowledge of software applications and device management tools (i.e WorkspaceOne, MS Intune, Managed Tel, SOTI MobiControl, and Samsung Knox management tool, Mobile Iron.)
- Led meetings with departmental managers to review project status, propose changes and draft action plans.
- Subject matter expert in all facets related to each book of business that required knowledge of enterprise mobility management solutions; including cloud services (Azure).
- Creating and updating training modules and process documents for the technical support department.
- Remote troubleshooting and diagnostics of end user's mobile and rugged devices
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Supported project planning team to promptly address hardware and software problems and network emergencies.
- Provided technical and customer solutions for multiple Enterprises using multiple ticketing and database systems, including SAP ERP, Freshdesk, Sonar and Salesforce.
- Served as liaison between user community and software providers.
- Streamlined the ordering process through the implementation of an electronic database system, ensuring accurate record-keeping and easy access to information.
- Conducted research to address shipping errors and packaging mistakes with vendors (Panasonic, Samsung, Zebra, Capsa Healthcare Medical Carts).
Billing Specialist
Spectrum
11.2016 - 05.2018
- Determined charges for services requested, collect deposits or payments, or arrange for billing
- Managed representative and customer interactions professionally and effectively
- Utilized CRM Systems, Knowledgebase, SharePoint, and ICOMS billing system
- Handled account payments and provided information regarding outstanding balances.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
Quality Advocate
Time Warner Cable
04.2014 - 11.2016
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Design or implement improvements in communication, monitoring, or enforcement of compliance standards
- Identify compliance issues that require follow-up or investigation
- Provide assistance to over 20 internal or external auditors in compliance reviews.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Analyzed quality and performance data to support operational decision-making.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
Technical Help Desk Analyst
Insight Communications
03.2007 - 04.2014
- Identify causes of networking problems, using diagnostic testing software and equipment
- Provided telephone and chat support related to networking or connectivity issues.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Assisted in training new help desk staff, sharing best practices and technical knowledge for improved service quality.
Education
Bachelor of Science - Information Technology
SULLIVAN UNIVERSITY
Louisville, KY12.2023
Associate of Science - Computer And Information Sciences
SULLIVAN UNIVERSITY
Louisville, KY06.2018
Skills
- Microsoft Office (10 years)
- Mobile Device Management (4 years)
- Mobile applications (10 years); iOS, Android, Windows
- Training & development (10 years)
- Help Desk Support (10 years)
- Customer Service Support (10 years)
- MMIS (2 years); Humana
- MyChart (EPIC) (2 years)
- Microsoft Azure (2years)
- Active Directory (6 years)
- ServiceNow (2 years)
- Linux-SQL Server (2years)
- Linux-Ubuntu (2 years)
- POS (2 years)
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
References
Available Upon Request
Timeline
IT Helpdesk Support
ProTech Services, American Residential Services
05.2023 - Current
Technical Support Analyst
Unbridled Technologies, Pizza Hut Digital & Technology
10.2022 - 05.2023
Hub Admin Assistant
UPS Supply Chain Solutions
04.2022 - 05.2023
Junior Solutions Engineer|Sr. Tech Support Lead
Peak Technologies
09.2018 - 04.2022
Billing Specialist
Spectrum
11.2016 - 05.2018
Quality Advocate
Time Warner Cable
04.2014 - 11.2016
Technical Help Desk Analyst
Insight Communications
03.2007 - 04.2014
Bachelor of Science - Information Technology
SULLIVAN UNIVERSITY
Associate of Science - Computer And Information Sciences
SULLIVAN UNIVERSITY
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