Holly Dippold Email & Phone Number

Dothan, Al, Us

Dothan, Alabama, United States

Dothan, Alabama, United States

• Remote Technical Support and Troubleshooting: Utilizes tools such as BeyondTrust, Citrix Director, Cisco Finesse, Cherwell, Jabber, MobileIron, Microsoft Outlook, Microsoft Teams, and Samsung Knox Manage to assist users via chat, email, phone, and video interactions, enhancing user experience.• Efficient Call Handling: As the first point of contact, maintains composure, actively listens, and resolves conflicts, while maintaining high call volumes. • Effective Ticket Management: Triages and documents support tickets in Cherwell, minimizing downtime and increasing productivity. As the newest team member, with less than three months of experience, I closed the most Level 1 tickets during Weeks 20-31, averaging 110 closed tickets per week. In total, I closed 1,314 tickets during that period.• User Account Management: Manages account creation, password resets, and access permissions using Active Directory, iSeries (AS400), and Microsoft 365.• Level I Software Support: Assists users in resolving common software-related issues, including application crashes, installations, and updates, ensuring software stability.• Level I Hardware Support: Addresses hardware issues for various devices, including Dell Thin Clients, Desktops, iPhones, iPads, Laptops, and Printers.• Level I Network Support: Troubleshoots connectivity issues, manages network cables, and address VPN connectivity via Cisco AnyConnect.• Collaboration and Communication: Works closely with IT personnel and other departments using Microsoft Outlook and Teams to triage and resolve IT issues, fostering positive professional relationships.• Knowledge Base Management: Creating a centralized repository for Knowledge Base Articles in OneNote, improving customer service, reducing ticket resolution time, and enhancing team cohesion and satisfaction.• Insightful Participation: Invited to key meetings, contributes valuable insights from an entry-level perspective.

Dothan, Alabama, United States

• Remote/On-Site Technical Support and Troubleshooting: Provided remote assistance via ConnectWise and VNC Viewer. Conducted on-site visits to diagnose complex issues, identify root causes, and resolve incidents. • Maintenance and Support of Endpoint Machines and Services: Delivered Level I and Level II technical support to end users. Utilized SolarWinds for incident management and Kace for software updates. Troubleshooted OS, application, and hardware issues. Assisted users with various applications including Epic and VMWare Horizon Client. • Knowledge Base Management: Contributed to SEH’s knowledge base by meticulously documenting a 15-page process for provisioning new Ascom Phone devices. Covered firmware updates, phone parameter application, VOIP endpoint configuration, troubleshooting steps, factory resets, and replacement procedures. • Backup and Disaster Recovery Planning: Monitored, tested, and reported on 95 downtime computers located throughout the hospital monthly. Addressed and troubleshooted any issues found. Ensuring data protection and business continuity during disasters.• Systems Infrastructure Maintenance and Support: Oversaw environmental conditions and monitored performance in primary datacenters and secondary server/telecommunication locations. Managed physical servers, storage devices, and networking equipment. Collaborated with key IT network and system administrators to address issues identified. • Hardware and Software Deployment: Coordinated imaging, installation, and staging of new computer hardware and software. Adhered to timelines and identified potential issues. Participated from project deployment to completion. • IT Asset Management: Maintained an accurate inventory of hospital IT assets quarterly via Kace and SolarWinds. Evaluated hardware and software functionality, recommending upgrades and replacements. Prepared new hardware for deployment and managed end of cycle asset retirement.

Alabama, United States

• Created Integrated Curriculum and Instruction: Developed and delivered a career-focused curriculum, incorporating various content areas and assessments while prioritizing specific standards. • Technology Integration: Installed and configured user workstations and laptops, managed student account creation and password resets, and provided timely technical support. Conducted troubleshooting and diagnostics to address technical issues promptly. Enhanced digital transformation efforts and increased student engagement through gamification, personalized/differentiated learning, and project-based learning. • Data-driven Decision Making: Analyzed, collected, and documented detailed performance assessment data. Created meaningful charts, reports, and performance analyses. Collaborated in design sessions to optimize and revise improvement strategies. Implemented action plans to measure performance tracking and enhance student success. • Efficient Processes: Communicated and collaborated with cross-functional teams using via Remind, Slack, and Zoom. Recommended technology enhancements to streamlined grading processes. Ensured efficient oversight of student computer activities using security and management tools.

Dothan, Alabama Area

Paralegal/Legal Secretary| The Gil Law Firm| Dothan, AL October 2009-October 2012• Developed positive customer relations with new clients and customers.o Maintained accurate, updated accounts with new transactions and reconciliations.• Promoted productivity and Increased efficiency to streamline processes. o Fielded incoming calls utilizing a multi-line phone system, determining the next steps to assist staff and customers.o Managed incoming and outgoing mail, packages, and faxes.o Reorganized filing systems.o Used scanner, printer, and common office IT equipment.• Ensured legal requirements were maintained.o Coordinated schedules, meetings, and correspondence according to priorities and deadlines.o Reviewed and prepared legal correspondence letters, memorandums, and emails.o Tracked project deliverables and kept stakeholders informed with regular updates.

Dothan, Alabama Area

Loan Officer •Verified and collected vital financial data on customer assets, liabilities, salaries, and employment statuses with in-depth interviews.•Read, analyzed, and interpreted customers' financial data with official credit checks from bureaus and other agencies.•Discussed advantages and disadvantages of available financial products and loan terms.•Recommended applicant to the Branch Manager for approval or denial decisions.•Built and maintained strong working relationships with peers in lending and other support areas to maximize team efficiency and coordinate timely closings.Collections Officer •Rescued accounts receivable delinquency with good customer relations skills and expert knowledge of available payment options. •Located clients with both direct strategies and relevant skip-tracing techniques.•Recovered company assets by pursuing repossession strategies after utilizing every available conservative approach.•Documented each customer interaction in servicing system. •Adhered to legal, corporate, and regulatory procedures for the safety and security of customer assets.Debit Card Fraud Specialist •Spearheaded exhaustive investigations into suspicious transactions with initiative and sound judgment.•Recovered losses due to debit card fraud.•Collaborated positively with other staff members to maintain a friendly, supportive, and cooperative work atmosphere.Call Center Member Service Representative •Handled high call volume to quickly answer inquiries, •Built rapport with customers through actively listening in order to troubleshoot and resolve customer issues.•Recognized and seized opportunities for sales referrals. •Documented call information and interaction details.Teller•Received checks and cash, verified amounts, and checked the accuracy of deposit slips.•Opened, updated, and closed accounts for customers.•Promoted products and services using tailored customer recommendations.

Masters Of Science, Information Technology Project Management

May 2018, Bse, Elementary Education K-6 |Magna Cum Laude, K-6

Activities and Societies: • Student Alabama Education Association, President • Alpha Upsilon Alpha (Alpha Lambda Chapter) • Kappa Delta Pi.

As, General Studies | Summa Cum Laude

Activities and Societies: • President’s List • Phi Theta Kappa • Sigma Kappa Delta • WCC Diamond Dolls Spirit Squad

Aa, Liberal Arts| Summa Cum Laude

Activities and Societies: • President’s List • Phi Theta Kappa • Sigma Kappa Delta • Diamond Dolls Spirit Squad

High School, General Studies

Activities and Societies: • Health Occupations Students of America • Knightline- National Champion Dance Team, Senior Officer • Snowboard.