Talisha Dillard
Mooresville,MS
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
IT System Integration Analyst
Saic Corporation
11.2022 - Current
- Provided SME on problem identification, diagnosis and resolution for Military contract support
- Provided assistance to Pilots and Pilot Trainees, in accessing and using Simulated Flight Aircraft
- Managing, analyzing, and resolving complex problems associated with server hardware, applications, and software integration
- Support the design and build of systems, mission architecture and associated hardware
- Provided support to IT systems including day to day operations, monitoring and problem resolution for all the client, server, storage, network devices, and aircraft
- Ability to successfully work remotely, remain flexible, while balancing multiple priorities and meeting deadlines.
Technical Support Specialist
Software Unlimited
02.2022 - 08.2022
- Provides software support for the criminal justice system
- Specifically, for case management software products for user such as prosecutors across the country
- In depth knowledge with Windows Server 2012 and 2016
- Troubleshooting experience with software issues, and windows server environments
- Answering numerous customer support questions, dealing with justice system software
- Software programs such as crystal reports, CMS, Omni, Document Manager, etc
- Having extensive background in Active Directory along with Sever installs with client software and server software
- VM installations of client software and server installations
- Microsoft Merge coding, in justice system software
- Exceptional customer service experience and grammar.
Direct Support Professional
Arkansas Support Network
08.2021 - 02.2022
- Follows a daily calendar to ensure completion of each objective with CSP responsibility on the ISHP, noting changes to calendar, and 'signing off' on objectives completed
- Records data for each objective addressed during the day per the individual ISHP
- This data is completed daily and turned in by the 1st of the month for the previous month
- Provides input for quarterly summary for each ISHP objective for each person served
- This information will be provided prior to the quarterly meetings for everyone served
- Attends and participates in quarterly/annual reviews as scheduled for everyone served
- Attends regular home/team meetings as scheduled by the supervisor
- Follows behavioral plan established for assigned individuals
- Provides regular and ongoing documentation for all services provided.
Behavioral Instructor
Methodist Behavioral Hospital
08.2019 - 02.2022
- Actively maintains and completes required annual in-service hours as specified by RTC policy
- Maintains a professional and positive attitude
- Completes all required documentation on time and accurately in accordance with policy
- Includes transition notes, critical incident reports, observation rounds, and fire and disaster drills along with security checklist
- Communicate effectively with supervisors and treatment team
- Active in current employee requirements for annual orientation, CPR, 1st Aid, CPI, and S&R etc
- Provides guidance to mentally challenged youth
- Completes other related tasks assigned by the supervisor
- Assist in lab examination but collecting medical analysis for observation
- Working with software program Care logic computer program
- Provide only the approved CPI requirements of Crisis Prevention Intervention, while engaged in physical crisis intervention
- Follow all departmental attendance policies
- Keeping all nurse's stations and medical units neat and clean
- Assist in training other behavioral instructors' personnel.
Computer Support Specialist
Arkansas Dept. of Health
12.2014 - 02.2022
- Managed user permissions in Active Directory user account lockout, group policy issues, domain issues, onboarding and off boarding changes shared drive access, OU permissions, setting up OU accounts for new users, changes and removal of users
- Common Customer, AASIS, Badge system, Catman, Role mapping, setup mobile devices, and techniques to support computer systems
- Provided role access to many different state applications, such is Business Objects, WIC programs, Greenway, and State training site
- Utilized HESK Service Desk to monitor and track trouble tickets
- Administer shared drive access to user who were given permission to access shared documents on private drive setup by state department, provide user support
- Assisted with the resolution of hardware and software issues for users, extensive knowledge of data processing, and network standards
- Responsible for updating and, maintaining, or removing user rights, access or, privileges in the following (but not limited) areas: Active Directory, Installation, Configuration and Administration of Commercial Off the Shelf products
- Researched user's current network account configuration, modify and/or remove access in a timely manner
- Created trouble tickets in IT Help Desk ticket system for both self and other IT staff members, to document user provided info, issues, error messages, etc., accurately, completely and in a timely manner
- Assisted developers with the installation and configuration of custom web parts and applications
- Recommended and implement choices, ask enough investigative questions regarding issues, errors, current configuration, environment, frequency, reproducibility, and scope of impact, to create a comprehensive, complete, factual, accurate trouble ticket and assign to more specialized IT staff
- Remote software support programs used Dame ware, Bomgar TeamViewer.
Senior IT Security
Entergy
02.2016 - 09.2016
- Administer and maintain end user On-and-Off boarding, access rights, along with physical access requirements, transfers, and HR driven processes
- Physical access to BES Cyber Systems by specifying a physical security plan in support of protecting BES Cyber Systems against compromise and non-compliance with NERC/FERC CIP regulation
- Administer RSA token request and provided end user assistance during request, to complete training and requested actions for access
- Assess need for security re-configurations and execute in accordance with security alerts or current issues
- Conduct research on emerging products, services, protocols, and standards in support of security enhancement and development efforts
- Participate in the planning and design of enterprise security architecture, creation of enterprise security documents (policies, standards, baselines, guidelines and procedures)
- Identify new trends in systems security and data protection, and build business cases for adoption of best practices, recommend additional security solutions or enhancements to existing security solutions to improve overall enterprise security
- Remote software support programs used Service Now software program ticket system
- Provided user access to power grid programs, per Entergy's enteral system like TMS, DMS, along with physical access to power grid site
- Participate in activities in Access Management to provide access management business requirements and ensure compliance with industry and company security standards
- Facilitate the streamlining of all Access Management processes utilizing SharePoint
- Reviewed maintenance reports and violation logs in RSA token application, to detect and employ solutions that deter unauthorized access that may be a threat to corporate client.
Customer Care Technical Support Analyst
Hewlett Packard
04.2011 - 07.2013
- Facilitated escalation cases for enterprise level clientele on technical support issue
- Skilled in peripherals support, troubleshooting and maintenance with printers, router, pc, fax, scanners, and modems
- Assigned to specialized Service Management cases that were Enterprise level clients and accounts
- Proficient troubleshooting skills in LAN, WAN, Routers, Switches, ISP, Ethernet cabling
- Configured and troubleshoot issue regarding desktops and workstation and laptops
- Skilled in software technology such as Microsoft Office Suite, Antivirus Software, SharePoint, Microsoft Excel, Word, Win 7, 8 Mac systems, Active Directory
- Skilled in resolving hardware, software, microcomputers, TCP/IP, VPN, routers
- Responded to customer inquiries via phone, electronic mail, internet, and chat services
- Trained new hires in groups of 15-25 people within two weeks to perform as live agent technical support
- Spent 30 minutes to one hour monitoring the agents
- Spent 20 to 30 minutes reviewing the agent's performance with the agent
- Evaluated new hires performance and provided input to management
- Assisted in maintaining work schedules, office space station arrangements, password resets, and monitoring attendance records, within HP Corporation
- Specialized in maintaining SLA with providing fellow employee's proper times to take time off with break and lunches.
Education
Bachelor of Science - Applied Science
Arkansas Tech University
Russellville, AR12.2024
Associate of Science - Computer Science
Arkansas Community College
Morrilton, AR03.2012
Skills
- Active Directory
- Microsoft Office 2010 2016,365
- SharePoint 2010
- SAP
- Corporate Lenel
- Teams
- Azure
- Greenway Patient Tracking
- Zendesk
- Adobe Flash Player
- Service Now
- Bomgar
- Dame ware
- AED Certified
- Remote Desktop
- OSHA Certified
- Freight tracking software
- Care logic
- First Aid
- CMS
- Windows 7,10,81
- Document Manager
- Crystal Reports
- System Manager
- Internet Explorer
- On guard Enterprise Lenel
- Group policy
- Exchange
- LAN
Motto
Working in a team environment, has become highly effective for the team as well as myself. Having the complete confidence and trust that others with same passion and drive help support the overall mission, which provides exceptional support. Leadership is having the ability to be led along with receiving feedback on how to become better. Showing the proven confidence to trust the leadership team and seeing the mission go forward as one united team. Leaders are born, but also can be created.
Timeline
IT System Integration Analyst
Saic Corporation
11.2022 - Current
Technical Support Specialist
Software Unlimited
02.2022 - 08.2022
Direct Support Professional
Arkansas Support Network
08.2021 - 02.2022
Behavioral Instructor
Methodist Behavioral Hospital
08.2019 - 02.2022
Senior IT Security
Entergy
02.2016 - 09.2016
Computer Support Specialist
Arkansas Dept. of Health
12.2014 - 02.2022
Customer Care Technical Support Analyst
Hewlett Packard
04.2011 - 07.2013
Bachelor of Science - Applied Science
Arkansas Tech University
Associate of Science - Computer Science
Arkansas Community College
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