Work History
Skills
Education
Certification
Affiliations
Activities
Receptionist
Sharnik Hansbrough

Sharnik Hansbrough

Unadilla,GA

Work History

Technical Support Analyst

Crisp Regional Hospital
06.2024 - Current
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
  • Resolved complex technical issues for clients, enhancing overall system performance.
  • Offered remote support for cloud-based and web-based clients via phone, email, and chat.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
  • Reduced operational costs by identifying inefficiencies within the asset management process and recommending appropriate solutions.
  • Supported the implementation of new technology solutions that streamlined workflows and increased operational efficiency in asset management tasks.
  • Introduced a proactive approach to Software Asset Management, anticipating needs and mitigating potential risks before they became issues.

Information Technology Specialist

Small Business Association – Office of Disaster
10.2018 - 01.2019
  • Assist with configuring and troubleshooting IT computer hardware, software, and networking technologies in a variety of local and remote locations; including PIV card activation/deactivation
  • Duties require computer skills to configure window-based computer equipment domain images, configure and utilize Virtual Private Networks (VPN), utilize remote access industry standards and use hard drive encryption standards such as Microsoft BitLocker
  • Performed physical requirements, including moving and installing monitors, printers, and workstations, running cabling, etc
  • To include the ability to lift between 25-35 pounds, stand, stoop and bend
  • Traveled to disaster sites that included hazardous working and/or living conditions, i.e., no water or electricity, and/or minimal lodging facilities in the affected declaration.

Major Incident Manager

Ally Bank
07.2013 - 03.2015
  • Clear, precise communication directly with Executive level through reporting and documentation of incident events
  • Coordinate resolution for global high-severity incidents for 1,000+ applications and servers, both in-house and vendor-hosted environments; supporting over 100,000 internal and external end-users
  • Leading and driving of technical conference bridges, performing Root Cause determination, SLA assessment, Change Management and reporting results directly to Executives, Senior Sustainability Managers, and all other stakeholders
  • Monitor network systems within NOC environment
  • Reporting metrics meetings to develop team strategies and define customer service goals.
  • Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.
  • Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
  • Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.

Information Technology Analyst II - Tier III

HCR ManorCare
07.1999 - 07.2013
  • Adhere to the daily operations of ITIL Foundation industry standard processes and procedures to resolve high-severity global issues: Incident, Problem, Change, and Release utilizing HIPPA and SOX processes and procedures
  • Coordinate Tier III support resolution for 100+ applications and servers within a multifaceted environment
  • Network administration for local and remote user access
  • Supports incoming incidents for more than 55,000 employees, at more than 280 Medicare and Medicaid-certified skilled nursing and rehabilitation centers; hospice care in over 100 markets; to meet goals of a response time of 30 seconds; and to keep the abandonment rate at 5% or below
  • Weekly trending and metrics meetings to develop team strategies and define customer service goals
  • Windows server, Exchange, Backup Exec, Windows workstation, SharePoint, & DNS.
  • Created detailed documentation of system specifications, user guides, and best practices for easy reference by team members.
  • Troubleshooting incidents reported by end-users are used to schedule system changes and identify permanent solutions.

Skills

  • Adaptability and flexibility
  • Application support
  • Call Center Customer Service
  • Customer Relationship Management
  • De-Escalation Techniques
  • Defect Analysis and Resolution
  • HIPAA regulations
  • Incident Management
  • Leadership
  • Microsoft Office
  • Organizational Skills
  • Problem Management
  • Problem Resolution
  • Project Documentation
  • Remote Office Availability
  • Root Cause Analysis
  • SQL understanding
  • System Upgrades
  • Technical Documentation
  • Technical Support
  • Troubleshooting
  • User Training

Education

Bachelor of Science - Health Information Management

Southern New Hampshire University
Manchester, NH
10-2025

Professional Diploma - Microsoft Network Engineer

Stautzenberger College
Maumee, OH
06-2009

Certification

  • Registered Health Information Administrator| Pending
  • Six Sigma White Belt
  • Lean Six Sigma White Belt
  • CompTIA CIOS: IT Operations Specialist
  • CompTIA Network+
  • CompTIA A+ : IT Technician
  • Microsoft Certified Professional
  • HelpDesk Institute: ITIL Foundations
  • Dale Carnegie: Leadership

Affiliations

  • Sigma Chi Psi Sorority Incorporated
  • National Society of Leadership and Success
  • Alpha Beta Kappa Honor Society

Activities

I actively participate in several academic and leadership organizations that have enriched my collegiate experience and personal development.

Sigma Chi Psi Sorority

  • Contribute to fostering a culture of sisterhood, academic excellence, and community service
  • Participate in philanthropic events, leadership workshops, and mentorship programs
  • Develop interpersonal, organizational, and leadership skills through active involvement
  • Promote inclusivity and support among members

National Society of Leadership and Success (NSLS)

  • Participate in a structured leadership development program
  • Complete modules including orientation, leadership training, and success networking teams
  • Attend speaker broadcasts featuring influential leaders and professionals
  • Develop practical leadership, communication, and goal-setting skills
  • Apply learned principles in academic and professional settings

Alpha Beta Kappa Honor Society

  • Maintain high academic standing as a requirement for active membership
  • Engage in activities that promote scholarly excellence and professional development
  • Network with peers, faculty, and academic mentors
  • Access academic resources and recognition for academic achievements

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Sharnik Hansbrough