Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Halle Collins

Milledgeville

Summary

Diligent individual with remarkable communication and project management capabilities. Maintains a solid track record of efficiently managing various tasks in fast-paced situations while contributing to team achievements.

Overview

10
10
years of professional experience
1
1
Certification

Work History

EU Support Technician/Data Analyst II/Asset M.

Staffing Technologies/DBHDD
12.2024 - 07.2025
  • Ensured tech efficiency and HIPAA compliance by providing deskside support to 200+ staff members.
  • Swiftly resolved hardware and software issues, significantly reducing clinical downtime.
  • Managed EHR systems like Epic to uphold secure operational standards.
  • Supported integration of medical devices, ensuring uninterrupted connectivity throughout systems.
  • Achieved SLA targets through effective ticket management using ServiceNow.
  • Oversaw user account management in Active Directory, O365, and Okta for MFA support.
  • Addressed VLAN, VPN, DNS, and network connectivity issues through systematic diagnosis.
  • Collaborated with cross-functional teams to execute system upgrades with minimal disruption.
  • Coordinated with third-party support vendors.
  • Provided technical support for hardware and software issues, enhancing user experience across departments.
  • Troubleshot and resolved network connectivity problems, ensuring minimal downtime for team operations.
  • Assisted in maintaining inventory of IT equipment, streamlining asset management processes.
  • Trained new staff on troubleshooting techniques and software applications to enhance team capabilities.
  • Documented support procedures and solutions to build a comprehensive knowledge base for future reference.
  • Collaborated with cross-functional teams to implement system upgrades, improving overall performance efficiency.

Contact Center Technician Representative II

Ellucian
06.2024 - 10.2024
  • Implemented creative troubleshooting solutions, boosting first-call resolution rates.
  • Provided empathetic, solution-focused support for high-volume inquiries.
  • Troubleshooted peripheral devices such as printers, scanners, monitors, keyboards, and mice.
  • Shared technical knowledge across team members, reducing resolution times.
  • Diagnosed and resolved technical issues, enhancing system performance and user satisfaction.
  • Analyzed client feedback to improve service delivery and product offerings.
  • Evaluated customer needs and feedback to drive product and service improvements.

Field Service Technician

Spectrum
10.2021 - 06.2024
  • Coordinated technical solutions to improve service reliability and satisfaction.
  • Led installations for internet, phone, and TV services, streamlining workflows.
  • Developed troubleshooting guides, reducing resolution times.
  • Facilitated knowledge-sharing sessions with team members.
  • Diagnosed and resolved technical issues in customer premises equipment to ensure service continuity.
  • Assisted customers with troubleshooting and installation of cable services, improving user satisfaction.
  • Responded quickly to emergency maintenance requests for timely on-call support.
  • Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
  • Reviewed technical documentation to complete equipment maintenance and repair.
  • Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.

Chat Agent

Intuit
11.2022 - 03.2024
  • Communicated with clients about taxes and billing with clarity and accuracy.
  • Resolved billing and service issues to enhance retention.
  • Provided detailed tax guidance to maximize TurboTax usage.
  • Developed strategies for client engagement, improving product adoption.
  • Utilized CRM software to track customer interactions and ensure follow-up on unresolved issues.
  • Led initiatives to optimize chat response times, enhancing overall customer experience during peak periods.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Contributed towards a positive work environment by supporting colleagues during challenging situations or peak periods.
  • Promoted brand loyalty by delivering outstanding service experiences that exceeded customer expectations.
  • Managed computer-based platform with multiple applications to maintain effective communication with customers.
  • Provided exceptional support during high-volume periods, maintaining a calm demeanor under pressure.
  • Managed multiple chat conversations simultaneously, maintaining efficiency and productivity.

Apple Technician

TechMonk
09.2022 - 02.2023
  • Conducted assessments and repairs of Apple devices, ensuring high quality.
  • Implemented advanced diagnostic techniques, improving service accuracy.
  • Mentored team members in Apple repair methods, fostering team competence.
  • Delivered deskside support for software applications and installations.
  • Conducted regular quality assurance checks on repair work, ensuring adherence to Apple standards and guidelines.
  • Performed device repairs with precision and care, ensuring minimal downtime for customers.
  • Maintained a clean and organized workspace, adhering to safety guidelines at all times.
  • Reduced wait times by completing most common repairs within designated turnaround timelines.
  • Provided exceptional customer service, building rapport with clients to ensure a positive experience.
  • Exhibited strong attention to detail when repairing delicate components such as screens or internal circuits.

Remote Service Technician

Support.com
03.2015 - 11.2020
  • Assisted Comcast customers with technical issues and remote troubleshooting.
  • Developed new troubleshooting methods, improving resolution speed.
  • Mentored junior technicians in best practices for remote support.
  • Maintained documentation to improve knowledge base resources.
  • Diagnosed and resolved technical issues for customers using remote support tools.
  • Provided exceptional customer service through clear communication and troubleshooting guidance.
  • Documented service requests and resolutions in ticketing system for accurate record-keeping.
  • Collaborated with team members to enhance knowledge base and streamline support processes.
  • Assisted in training new technicians on tools, procedures, and customer engagement techniques.
  • Identified opportunities for process improvements to enhance efficiency of technical support operations.
  • Managed multiple service tickets simultaneously while maintaining high standards of accuracy and response time.
  • Developed user-friendly guides for common technical issues to improve customer self-service capabilities.
  • Explained diagnostic findings to customers and outlined repair or service options.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Inspected equipment to diagnose operational issues.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
  • Responded to customer inquiries quickly and professionally to increase satisfaction.
  • Increased customer satisfaction by providing timely and efficient service for various technical issues.
  • Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
  • Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
  • Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
  • Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
  • Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
  • Collaborated with team members to complete complex installations, ensuring seamless integration of new systems.
  • Stayed up-to-date on industry advancements through continuous learning initiatives, enhancing overall skillset and expertise.
  • Reduced equipment downtime by performing regular maintenance checks and resolving potential problems.
  • Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
  • Managed inventory levels effectively by accurately recording usage data and proactively replenishing stock when needed.
  • Replaced faulty components on computer systems and performed preventive maintenance to secure smooth operations.
  • Negotiated with vendors for parts procurement, achieving cost savings while maintaining high-quality standards.

Education

Bachelor of Science - Information Technology

Georgia College And State University
Milledgeville, GA
05.2026

Associate of Science - Psychology

Georgia Military College
Milledgeville, GA
05.2016

High School Diploma -

Putnam County High School
Eatonton, GA
05.2014

Skills

  • Active Directory
  • ServiceNow
  • Service Delivery
  • Windows 10/11
  • Windows Client/Server
  • Windows Infrastructure (group policy and script)
  • Microsoft Office 365
  • RDP
  • Customer Service
  • Network Support
  • Troubleshooting
  • VOIP
  • SQL
  • VMWare Horizon
  • TCP/IP
  • DHCP
  • DNS
  • Adobe
  • McAfee
  • JavaScript
  • Mac OS
  • Network Installation
  • Artificial Intelligence
  • ITIL framework
  • Information security
  • API development
  • Enterprise architecture
  • Mobile application development
  • Network analytics
  • Software testing
  • System and program efficiency
  • Application support
  • Project management
  • Business analysis
  • Desktop Deployment
  • Network security
  • API integration
  • Software development
  • Software integration
  • User interface design
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking
  • Reliability
  • Excellent communication
  • Organizational skills
  • Team collaboration
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Decision-making
  • Task prioritization
  • Team building
  • Self motivation
  • Network configuration
  • Time management abilities
  • Cybersecurity
  • Business intelligence
  • Exchange Server

Certification

Windows Server

O365

Azure

Power Platform

CompTIA A+

CCNA

AWS

Google Cloud

Languages

English
Native or Bilingual
Spanish
Limited Working
French
Elementary

Timeline

EU Support Technician/Data Analyst II/Asset M.

Staffing Technologies/DBHDD
12.2024 - 07.2025

Contact Center Technician Representative II

Ellucian
06.2024 - 10.2024

Chat Agent

Intuit
11.2022 - 03.2024

Apple Technician

TechMonk
09.2022 - 02.2023

Field Service Technician

Spectrum
10.2021 - 06.2024

Remote Service Technician

Support.com
03.2015 - 11.2020

Bachelor of Science - Information Technology

Georgia College And State University

Associate of Science - Psychology

Georgia Military College

High School Diploma -

Putnam County High School

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Halle Collins