Bailey Paschall Email & Phone Number

Virginia Beach, Virginia, United States

Eastern Data is an IT Support and Managed Service Provider that offers businesses a competitive advantage by helping boost productivity, efficiency, and network security. We specialize in identifying IT challenges and designing customized IT solutions for any business. As a Service Desk Engineer, I am responsible for providing technical support and desk-side assistance to our client end users.▸ Utilize remote access desktop software to assist users.▸ Troubleshoot basic network issues including internet, browser, physical connections, wireless, network devices, and general connectivity issues.▸ Install, troubleshoot, and repair general MS Windows and PC based line-of-business application, networking and integration.▸ Resolve general desktop issues related to lockups, account access, general configuration performance, files recovery and profile issues.▸ Work with hardware and software vendors to facilitate vendor related, warranty, and “3rd party maintenance” issue resolutions.▸ Ensure security/technical risks are identified, communicated, and mitigated.▸ Update service tickets to reflect appropriate statuses with thorough documentation of problems, analysis, and activity resolution.

I was working with Titan Technologies as a technical and customer support specialist with a mission to help support teachers, staff, parents, and students in the education field for Florida Virtual School.▸ Attained a quality assurance score of 103.95%, acknowledged as the highest score seen by the team lead and QA manager.▸ Provided impactful customer support and tier 1 technical assistance to students, parents, staff, and teachers, responded to program inquiries and maintained high levels of customer satisfaction.▸ Managed customer inquiries via phone interactions and ServiceNow ticketing system, ensuring clear communication and documentation.▸ Performed technical troubleshooting using Remote Desktop Connection / Bomgar as needed, and consistently achieving effective issue resolution.

Our team of four at Ground Zero Tournaments successfully organized global prize-pool tournaments that anyone could participate in. The following highlights my roles and contributions:▸ Orchestrated a rise in tournament player participation, catapulting our player-base from 300 to over 2,000 within 8 months by organizing fun, fair, and competitive tournaments.▸ Contributed as a primary point of contact for customer support, ensuring happy customers by heavily considering positive and negative feedback into planning future tournaments.▸ Led the front-end development efforts, crafting engaging and user-friendly interfaces that enhanced the overall tournament experience with HTML, CSS, and third party applications.▸ Contributed to the visual identity of the brand through graphic design, implementing cutting-edge design principles and ensuring seamless navigation, resulting in increased user retention.

Bachelor'S Degree, Cybersecurity And Information Assurance

Activities and Societies: WGU Cybersecurity Club

Associate'S Degree, Cybersecurity

Ged