Whitney Rakowski
New Market,MD
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy and empathy.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Help Desk Technician
FEMA
09.2021 - 01.2023
- Serving as the first point of contact for disaster survivors applying for FEMA financial assistance.
- ServiceNow utilization.
- Disaster account creation.
- Explained technical information in clear terms to promote better understanding for non-technical disaster survivors.
Computer Analyst
TerpSys
12.2011 - 02.2013
- Performed installation, maintenance and repair for internal computer hardware and various software applications.
- Linked computers to network and peripheral equipment.
- Set up and maintained user accounts and client access.
- Recovered critical information from data back ups to restore functionality.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
Optical Assistant
Accurate Optical
04.2009 - 10.2011
- Performed pre testing.
- Filled and dispensed eyeglass prescriptions, fitting frames, lenses and contact lenses for comfort and convenience.
- Collaborated with optometry staff to reach individual and team goals.
- Operated and maintained lensometers, refraction units, auto-refractors, and visual field analyzers for patient testing.
- Directed patients to exam rooms for initial evaluations and intake to aide physicians with carrying out efficient appointments.
Education
Bachelor's - English
Salisbury University
05.2009
Skills
- Remedy & ServiceNow
- Resolution tracking
- Diagnosis and Troubleshooting basic hardware and software issues
- Call Center Operations
- Conflict Mediation Abilities
- Issue and Complaint Resolution
- First-Tier Technical Support
Certification
A +
N +
Additional Information
- Public Trust
Timeline
Help Desk Technician
FEMA
09.2021 - 01.2023
Computer Analyst
TerpSys
12.2011 - 02.2013
Optical Assistant
Accurate Optical
04.2009 - 10.2011
Bachelor's - English
Salisbury University
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