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.
