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, GA05.2026
Associate of Science - Psychology
Georgia Military College
Milledgeville, GA05.2016
High School Diploma -
Putnam County High School
Eatonton, GA05.2014
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