Leigha Kendrick
Augusta
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
6
6
years of professional experience
Work History
Information Technology Specialist
U.S Army Cyber Command
2022.03 - Current
- .Serviced over 50+ tickets and walk up request for VTC and printer servicing.
- Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Translated complex technical issues into digestible language for non-technical users.
- Monitored networks and network devices to resolve technical problems quickly.
- Processed and approved over 300+ VTC schedule request.
- Used ticketing systems to manage and process support actions and requests.
- Assisted with Tier 1/ Tier 2 troubleshooting with Video Telecommunications team.
- Made sure customer’s virtual meeting request was closed out within two hours.
- Assisted with adding local audio to Flag room.
- Monitored and tested systems and peripheral equipment and troubleshoot issues.
- Manage and provide technical advice on telecommunication systems.
- Replaced imaging drums, toners, and fusion kits on printers as needed.
- Evaluate systems performance and improve capabilities as needed.
- Assisted with audio support for various promotions, ceremonies, tailgating and live streaming events.
- Replaced transfer kits in Command Suite for printer.
- Binded over 200 booklets for commander’s conference.
- Conducted in inventory count for Visual Information supplies.
- Produced artwork, layout and template designs and illustrations by hand or with software.
- Targeted visual designs on specific audiences and applications.
- Engaged clients and maximized satisfaction by gathering requirements and incorporating feedback from initial visuals.
- Distilled complex features and content into simple visual elements.
- Developed and implemented onboarding and orientation programs for new employees.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Sorted, organized, and maintained files.
- Interacted with customers by phone, email, or in-person to provide information.
Contractor
Unisys
2021.01 - 2021.12
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware through telephone calls, emails, and personal request for support.
- Queried end user to gather information to determined source of problem and users' needs.
- Identify, research, and resolve technical problems to support end users on variety of issues.
- Troubleshooting problems across both Windows and Mac operating systems and applications.
- Escalated complex problems to high level of expertise (L2/ Tier2).
- Managed over 20+ customer calls per day.
- Consulted with customers to assess needs and propose optimal solutions.
- Assisted with updating technical support best practices for use by team.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Researched product and issue resolution tactics to address customer concerns.
- Resolved issues and escalated problems with knowledgeable support and quality service.
Information Technology Intern
Information Technology, City Of Augusta
2018.05 - 2018.08
- Reviewed system and network performance to make proactive adjustments based on established I.T. policies.
- Assisted city staff and departments on various technical issues to ensure workplace was more efficient.
- Maintained current software licenses and patched applications to stay up-to-date with latest features.
- Gathered and translated project requirements and collaboratively worked to define scope and milestones.
- Assisted I.T Department in any troubleshooting issues that arises.
- Partnered with other I.T Interns on Cyber and Robotics Project/ Program.
- Reviewed information regularly on websites and pages to ensure that it was accurate.
- Handled complaints and concerns of customers.
- Helped senior clerical staff complete daily workloads.
- Installed and configured software and hardware.
- Reviewed system and network performance to make proactive adjustments based on established IT policies.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Procurement Intern
Procurement Department, City Of Augusta
2017.05 - 2017.08
- Reviewed weekly sales reports and worked with vendors to improve product performance.
- Contacted vendors for invoices to be sent so they can be filed properly.
- Applied well-developed communication, interpersonal, and collaboration skills to build effective working relationships with vendors and partners.
- Added vendors and products into systems and keyed in special shipping codes when needed.
- Handled complaints and concerns of customers.
- Assisted team with various tasks with upcoming special projects.
- Transmitted information and documents to customers, using computers, mail, or fax machine.
- Maintained effective and lasting vendor relationships through dynamic communication, collaboration, and intelligent questioning skills.
- Provided accurate and up-to-date records of leading procurement procedures.
- Proven ability to learn quickly and adapt to new situations.
- Negotiate contracts with vendors, securing best prices and terms for materials, equipment and services.
Education
Bachelor of Arts - Management Information Systems
Augusta University
Augusta, GA12.2020
Associate of Arts - Business Administration
Georgia Military College
Augusta, GA05.2017
Skills
- Software updates
- End-user support
- Problem-solving skills
Accomplishments
- Youth Leadership of Augusta, May 2012
- Trinity Hospital - Volunteer, June 2011-July 2012
- Boys and Girls Club - Volunteer, Jan 2015-May 2016
Technical Profile
- Microsoft Office 365
- Help Desk
- Telecommunication skills
- Technical Support
- Software Troubleshooting
- Networking
- Hardware
Timeline
Information Technology Specialist
U.S Army Cyber Command
2022.03 - Current
Contractor
Unisys
2021.01 - 2021.12
Information Technology Intern
Information Technology, City Of Augusta
2018.05 - 2018.08
Procurement Intern
Procurement Department, City Of Augusta
2017.05 - 2017.08
Bachelor of Arts - Management Information Systems
Augusta University
Associate of Arts - Business Administration
Georgia Military College
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