Kala Burdett

Provided technical support for a Public Safety Software including Computer Aided Dispatch (CAD), Records Management System (RMS), FBR (Field Based reporting), MCTs (Mobile Computer Terminals), and Jail Management System (JMS).

Software Support Specialist - SmartCOP/Harris Computer

(2024-03)

Provided technical support for a Public Safety Software including Computer Aided Dispatch (CAD), Records Management System (RMS), FBR (Field Based reporting), MCTs (Mobile Computer Terminals), and Jail Management System (JMS).

• Monitor and answer incoming support calls and emails.
• Worked with JIRA and Confluence daily.
• Used Bomgar BeyondTrust Remote Support software to remote in to user machines to diagnose and provide a path to resolving technical issues.
• Proactively identify ways to avoid the recurrence of customer issues by regularly improving processes, technical articles, and procedures.

Technical Support Engineer - Everbridge

(2021-08 - 2022-11)

Provided technical support for a SaaS-based critical communications and enterprise safety solution.

• Worked with Excel, Microsoft Office, Salesforce, JIRA, Confluence, and mass communication software daily.
• Tested and troubleshot system as well as internet issues for more efficient customer service.
• Maintained a good record of all work and communications with the customer in a call tracking system, including documenting solutions for a public knowledge base.
• Collaborated with clients as well as internal staff to troubleshoot issues and test mobile applications on Android and iOS devices.
• Assisted with 20 million+ Critical Events company-wide last year including automated SOP activation, team collaboration, response orchestration, status tracking and stakeholder updates.

Quality Control Associate - Proctor Loan Protector

(2021-02 - 2021-08)

• Performed quality reviews to assure that staff is entering insurance information accurately for one of the following areas: Data Entry, Loss Drafts and PMI.
• Responsible for reviewing the work reviewed by the Quality Assurance Team to ensure consistency within the QA function.

Technical Support Specialist - Emergency Communications Network

(2014-01 - 2020-07)

Provided technical support for a mass notification service.

• Monitored and contacted 200 + clients on a monthly basis.
• Worked with Excel and Microsoft Office daily.
• Tested and troubleshot system as well as internet issues for more efficient customer service.
• Implemented client accounts and trained on use of the software.
• Collaborated with clients as well as internal staff to troubleshoot issues and test mobile applications on Android and iOS devices.

Office Manager - Emergency Communications Network

(2012-09 - 2014-12)

• Answered phones and greeted visitors while ensuring the security of the premises was obtained.
• Regulated all incoming and outgoing mail.
• Organized the office layout and ordered stationery and equipment.
• Maintain the office condition and arrange necessary repairs.

Vet Tech Assistant - All Creatures Veterinary Clinic

(2011-01 - 2012-01)

Administrative duties that included but were not limited to answering phones, scheduling appointments, filing, charting, collecting payments, using intravet software, selling product, etc…

• Performed blood testing (used IDEXX machines – Vetlab station, lasercyte, catalyst dx, snapshot dx), heartworm, fecal, urinalysis, feline leukemia and aids tests.
• Prepared and assisted with surgeries (animals, surgery equipment, utensils, radinfo systems and x-ray equipment).
• Assisted in vet rooms (held patients, cut nails, drew blood, vaccinations, etc…).
• Created health certificates using globalvetlink.
• Managed prescription refills/prescription data entry.

Customer Service/Pharmacy Technician - Target Super Store

(2005-04 - 2011-01)

• Daily administrative tasks such as customer service, cashiering, sales (food, jewelry, clothing), stocking, categorizing, pricing and work with a PDA.
• Managed prescription refills/prescription data entry.

Associates of Applied Science - Daytona State College