Active Directory
Sheneka Mckinnon
Service Operator
Montgomery,AL
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 10 years of experience in Technical Support.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
Enterprise Command Center Support Specialist
CGI
11.2014 - Current
- Facilitated conference calls to triage technical issues
- Answered, evaluated, and prioritized incident tickets and work request tickets for hardware, software, networking, and other computer-related technologies
- Assessed tickets/events to collect information about incidents and initiates initial diagnostic procedures to determine source of error
- Troubleshoot problems with a variety of software applications
- Responsible for opening, tracking and closing trouble tickets (where appropriate)
- Monitored systems in operation and quickly troubleshot errors.
- Used MyService to create and updated tracking documents.
- Resolved Tier1 concerns with little oversight.
- Collected, aggregated, verified and monitored trend data.
- Provided primary customer support to internal and external customers.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Multitasked to handle diverse customer needs in high-volume production setting, prioritizing tasks to keep up with challenging deadlines.
- Responded to customer calls and emails to answer questions about products and services.
- Recognized escalation needs and connected customers with advanced support staff.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Worked within task management system to receive, manage and close support requests.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Provided on-the-job training to newly hired workers and team members.
- Provided Tier 1 support, addressing access, navigation, onboarding and troubleshooting issues.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Used ticketing systems to manage and process support actions and requests.
Application Support Specialist
CGI
07.2012 - 11.2014
- Provided information to enable problem resolution and allocates unresolved incidents as appropriate
- Ensured that changes are rigorously documented in the appropriate ITSM tools
- Actively participated in working sessions on new processes, procedures and standards
- Provided end-user support
- Ensured that Incident Management coordination documentation is available and in an appropriate form for those providing support
- Worked with run-books and documentation from current knowledge articles to perform Unix commands to start jobs use to perform task, capture data, start processes, start command jobs, start certain scripts, stop scripts, and stop command jobs
- Located log files in Unix to identify errors related to different jobs and processes.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Interacted with clients to resolve issues and answer software-related questions.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Prepared in-depth reports for each project managed and updated documentation as changes occurred.
- Provided training to end users on new and updated systems and software.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Developed and maintained courteous and effective working relationships.
- Increased customer satisfaction by resolving issues.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Researched product and issue resolution tactics to address customer concerns.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted with updating technical support best practices for use by team.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Promoted efficiency among departments with prompt resolution of system issues.
Education
Bachelor of Science - Information Systems/Business Administration
TROY STATE UNIVERSITY
08.2001 - 12.2007
Skills
SKILLS SUMMARYSKILLNUMBER OF YEARSSKILL LEVELTechnical skills
Technical assistance
Application support
Technical documents comprehension
Technical issues analysis
Desktop support
Customer service expert
MS Office
Good Telephone Etiquette
Active Listening
Helpdesk call support
Dependable and Responsible
Flexible and Adaptable
Organization and Time Management
Teambuilding
Critical Thinking
Troubleshooting
Accomplishments
- Remedy
- Service Now
- Active Directory
- CMDB( Configuration Management Database )
- Citrix
- Netscaler
- Xmatters
- Everbridge
- Autosys
- BOXI
- Telecommunications
- VMware
- DUO
- Knowledge Articles
- Catchpoint
Software
ServiceNow
Microsoft Office 365
JIRA
Configuration Management Database
Catchpoint
Timeline
Enterprise Command Center Support Specialist
CGI
11.2014 - Current
Application Support Specialist
CGI
07.2012 - 11.2014
Bachelor of Science - Information Systems/Business Administration
TROY STATE UNIVERSITY
08.2001 - 12.2007