Sheneka Mckinnon
Montgomery,AL
Summary
Highly-motivated employee with desire to take on new challenges. Strong work 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. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
12
12
years of professional experience
Work History
Production Support Analyst
CGI
11.2014 - Current
- Investigate incidents reported by users regarding system availability or functionality issues in the production environment.
- Documented root cause analysis findings after investigating incidents that occurred in a live environment.
- Provided technical support to production systems, including troubleshooting and resolving issues.
- Collaborated with development teams on bug fixes and other improvements for existing applications deployed in the production environment.
- Documented all activities related to technical support including processes, updates, changes made.
- Resolved escalated customer service issues in a timely manner.
- Monitored performance of systems and applications and took appropriate corrective action when necessary.
- Evaluated benefits for each caller to determine service needs and address concerns.
- Responded to customer inquiries via phone, email, or chat support.
- Resolved customer complaints by identifying problems, determining causes, selecting solutions, and implementing corrective actions.
- Supported customers with password resets and account customization.
- Documented issues in bug tracking system for reporting.
- Opened service tickets for clients, documenting user information and description of problem.
- Investigated incidents to determine root cause and implemented corrective actions.
- Maintained a database of all reported incidents including details such as severity level, status, resolution time.
- Provided technical support for users experiencing difficulties related to systems or applications.
- Performed service restorations activities following the identification of an incident.
- Served as a point-of-contact for customers during major outages or service disruptions.
- Conducted regular reviews of system logs, alerts, and other sources to detect anomalies in system operations.
- Created dashboards for tracking key performance indicators relevant to incident management processes.
- Monitored and tracked system performance to identify potential issues before they become problems.
- Documented operational procedures for responding to critical incidents and restoring services quickly.
- Mentored junior employees in departmental activities and procedures.
Application Support Specialist
CGI
07.2012 - 11.2014
- Deployed patches and updates to address any potential vulnerabilities in existing applications.
- Resolved user inquiries related to software applications via telephone and email.
- Configured servers for new application deployments and upgrades.
- Tested application functionality prior to release into production environment.
- Provided training sessions to users on how to use specific applications effectively.
- Assisted in developing strategies for improving user experience with existing applications.
- Responded quickly to customer requests regarding application problems or changes.
- Collaborated with development teams on design specifications for new applications or features.
- Conducted regular reviews of system performance metrics against established benchmarks.
- Monitored the performance of multiple web-based applications to ensure optimal operation.
- Identified root causes of application errors and implemented solutions to prevent recurrence.
- Provided application support and maintenance for clients, troubleshooting any issues that arose.
- Reported incidents promptly according to company's incident management policy procedures.
- Created detailed technical documentation including flowcharts, diagrams, and process maps.
- Developed scripts to automate routine tasks and improve system performance.
- Performed data manipulation in databases using SQL queries.
- Offered training sessions to end users to educate on updated systems.
- Supported internal and external user requests for technical intervention on software titles.
- Escalated technical issues to development or technical operations team following prescribed support guidelines.
- Handled user account access management, assigning credentials, distributing permissions and terminating defunct users.
Education
Counseling Rehabiliation -
Troy STATE UNIVERSITY
TROY, AL08.2010
B.S. Information Systems/Business Administration -
Troy STATE UNIVERSITY
TROY, AL12-2007
Skills
- Troubleshooting
- Software proficiency
- Programmer Technical Skills
- Technical Documentation
- Support Specialist
- Common Operating Systems
- Information Security
- Application knowledge
- Citrix Gateway
- My Services
- Active Directory
- CMBDU
- Teams
- Catchpoint
- Zscaler
- BOXI
- Xmatters
- Everbridge
- MyService
- Dashboard
- Horizon DaaS
- IT disciplines
- Enterprise Maintenance
- Infrastructure Support
- Information systems
- Industry knowledge
- Telecommunications
- Micosoft Office Tools
- WebEX
- Scripting Languages
- Service Level Agreements
- Scheduling
- Incident Management
- Training and mentoring
- Application support
- Object-Oriented Programming
- Problem-Solving
- Time management abilities
- Windows 95/98/2000/XP/XP Pro/NT
- Problem-solving abilities
- Technical Analysis
- Analytical Thinking
- Adaptability and Flexibility
- Multitasking
- Troubleshooting and diagnostics
- Technical Writing
- Attention to Detail
- Team building
- Performance Reviews
- Technical Support
- Customer Service
- Remote Support
- Issue Troubleshooting
- Technical documents comprehension
- Call Center Operations
- Technical Troubleshooting
- Microsoft Outlook
- Telecommunications Systems
- Analytical Skills
- Reporting and documentation
References
References available upon request.
Timeline
Production Support Analyst
CGI
11.2014 - Current
Application Support Specialist
CGI
07.2012 - 11.2014
Counseling Rehabiliation -
Troy STATE UNIVERSITY
B.S. Information Systems/Business Administration -
Troy STATE UNIVERSITY
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