Takiesha Rainey
Atlanta,GA
Summary
Dedicated IT professional with a Master's degree in Cybersecurity and Security+ certification. Proven track record in providing exceptional IT support, coordinating complex projects, and implementing robust security measures. Adept at troubleshooting technical issues, managing multiple priorities, and collaborating with cross-functional teams.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Analyst II, End User Computing
CarMax
07.2024 - Current
- Directly Support CarMax Auto Finance with onsite support and training
- Analyze and resolved complex technical issues, enhancing system efficiency and boosting team productivity
- Oversee IT projects, implemented solutions to improve system reliability and reduce downtime
- Collaborate with cross-functional teams to optimize IT infrastructure and support business objectives
- Conduct data analysis to identify trends, optimize processes, and deliver actionable insights
- Deploy applications and security patches within Intune, ensuring system security and compliance
- Reviewed event viewer logs to identify and resolve system and program crashes
- Deploy images using PXE boot on outdated, newly purchased, compromised, or corrupted laptops
- Conduct quality assessments on analyst verifying tickets are being handled efficiently and timely
Senior Project Coordinator
CarMax Auto Finance
12.2022 - 06.2024
- Spearhead cross-functional collaboration with various operational departments to pinpoint and document opportunities for process enhancements within project scopes
- Assist in the development of comprehensive recommendations and deliverables aimed at optimizing operational efficiency and elevating customer satisfaction levels
- Maintain detailed and up-to-date project documentation, including meeting minutes, action items, and project change requests, ensuring a clear and organized record of project progression
- Prepare and deliver insightful reports to stakeholders, providing valuable insights into project status, achievements, and areas for improvement
- Foster regular communication with managers to discuss the status of ongoing projects, addressing concerns, and ensuring alignment with project goals
Credit Maintenance Specialist
CarMax Auto Finance
11.2017 - 12.2022
- Utilized expertise in approving or declining internal credit bureau disputes, demonstrating a comprehensive understanding of credit-related matters and compliance
- Conducted thorough fraud investigations, leveraging investigative skills to detect and mitigate fraudulent activities within the organization
- Analyzed and responded to credit disputes on a daily basis, ensuring prompt and effective resolution to maintain the department's SLA
- Handled incoming phone calls from customers, provided education on credit bureau inquiries, credit notices, and fraud
- Performed monthly quality assurance audits, maintaining a high standard of accuracy and compliance in credit dispute processes
Customer Experience Consultant
CarMax Auto Finance
05.2016 - 11.2017
- Utilized effective communication skills to respond to inbound sales calls, ensuring a positive customer experience
- Scheduled store appointments, demonstrating strong organizational skills and attention to customer needs
- Processed credit applications with a focus on security protocols and attention to detail
- Managed payments for transfers, ensuring accuracy and security in financial transactions
Customer Service Representative
CarMax Auto Finance
06.2014 - 05.2016
- Answered customer telephone calls promptly, minimizing on-hold wait time and ensuring a positive customer experience
- Educated customers about billing, payment processing, and support policies and procedures with a security-focused mindset
- Maintained customer satisfaction through forward-thinking strategies, contributing to a positive and secure customer experience
- Updated account information with a focus on security, ensuring the accuracy and completeness of customer records
Education
Master of Science - Cybersecurity
Kennesaw State University
Bachelor of Science - Psychology
Kennesaw State University
Associate of Arts - Health Administration
University of Phoenix
Skills
- Troubleshooting
- Quality Assurance
- Cybersecurity
- Process Improvement
- Operational Efficiency
- Risk Management
Certification
CompTIA Security+
Timeline
Analyst II, End User Computing
CarMax
07.2024 - Current
Senior Project Coordinator
CarMax Auto Finance
12.2022 - 06.2024
Credit Maintenance Specialist
CarMax Auto Finance
11.2017 - 12.2022
Customer Experience Consultant
CarMax Auto Finance
05.2016 - 11.2017
Customer Service Representative
CarMax Auto Finance
06.2014 - 05.2016
Bachelor of Science - Psychology
Kennesaw State University
Associate of Arts - Health Administration
University of Phoenix
Master of Science - Cybersecurity
Kennesaw State University
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