Jasmine Phillips Email and Phone Number

- Troubleshoot and resolve advanced user issues related to Exchange Online, including user and shared mailboxes, distribution lists, Microsoft 365 groups, calendar permissions, and mail flow.- Microsoft Azure/Entra administration to include group and user management, RBAC, licensing and application permissions in a hybrid environment.- Upgrade Exchange server components (Entra Connect/Health Agent) to keep up with technology advancements and maintain high availability.- Collaborate with the IT Security team to configure, investigate and remediate security alerts in Microsoft Defender.- Develop and update standard operating procedures (SOPs), user guides, and knowledge base articles that explain email configurations, processes, and detailed instructions.

- Resolved application and/or software related issues in a timely manner using ServiceDesk software.- Perform Active Directory Services administration and management to include group, file level permissions, routine maintenance, and configuration.- Streamlined processes in collaboration with department team members.- Developed user-assistance documentation and product training for call center use.

- Facilitated the transition to new student information system Infinite Campus, supporting 90,000 end users.- Delivered high level support to end users in the form of problem analysis and resolution; resolved over 1500 tickets by use of ServiceDesk.- Collaborated with the leadership team in reviewing the current functionality of the system from an effectiveness and efficiency perspective in an agile environment.- Developed documentation of process workflows and FAQs to support end user experience

As a System Support Specialist III, I provided phone, chat, and remote software support in a high-volume environment. The level of support ranged from troubleshooting client network issues in connection with the software itself, identifying Windows 7/10 system errors, registry edits, and software troubleshooting to ensure that clients were successful in their business. Through the daily utilization of the Salesforce CRM; documenting, tracking and communicating with team members and clients was also handled effectively.- Provided level III phone and remote application support to end-users handling 30+ tickets daily.- Troubleshoot installation, product, and network issues for ATX, TaxWise and Payroll Compliance software.- Daily utilization of Salesforce CRM for documenting and tracking of customer interactions and escalating incidents.

Student Help desk Specialist through Trivalent Group, Inc. for Grand Haven Area Public SchoolsAccomplishment:Successfully supported up to 900+ 5th and 6th grade district issued Dell Google Chromebooks. Project: Google Apps Password Restriction Objective: Create resolution to disable the ability for students to change passwords of district issued accounts.- Assisted district students and staff by performing tier 1 technical support.- Maintained daily performance of mobile devices, i.e Google Chromebooks, Apple iPad's.- Provided Google Chromebook hardware support, including troubleshooting and component replacement.- Efficiently documented all device issues and generated reports detailing common problems and error trends.- Managed user accounts and licensing in network and system related applications; MS Active Directory, SCCM, Google Admin.

- Properly received and directed an average of 240 inbound calls in phone queues to improve call flow.- Daily usage of job aids and tools; Microsoft Outlook, Enterprise Claim System- Provided accurate and appropriate information in response to customer inquiries.- Consistently met/exceeded all metric ratings as required.

- Assisted claims department in updating and documenting claim files; ensuring accuracy, completeness, and timeliness.- Handled and processed confidential claim documents and patient information; effective organization and maintaining of files.- Composed and distributed claim correspondence, while documenting all activity to support the outcome of the claim file.

- Consulted with customers on product and service offerings, while making recommendations based on customer needs.- Aided in the daily operation of company systems, using provided programs; Adobe Acrobat Pro, Adobe Photoshop, and Microsoft Office Suite.- Packed, sealed, labeled, and affixed postage to prepare materials for shipping, using work devices such as Ship Site Manager Software, hand tools, and postage meter.- Assisted customers with the use of express services; copying, printing, faxing, and computer usage.

In my past role with Ann Taylor, Inc., I assisted clients with consultative selling and wardrobe styling. While also sharing product knowledge, and making personal recommendations. I effectively used interpersonal communication to build a loyal clientele, contributing to repeat business and overall store goals. Additionally I assisted with the replenishment of floor stock and processing of new shipments to ensure product availability for customers. Daily and error free operation of a POS system to process cash, check and credit card transactions was also apart of my daily job responsibilities.

- Assisted with the maintenance of client websites- Assisted in the monitoring and reporting on website traffic and performance.- Verified that information in the computer system was up-to-date and accurate.- Verifying data and correcting data where necessary- Conducting research and retrieving requested data

- Supervised a team of ten associates- Monitored daily sales and team goals, to ensure the highest level of productivity.- Maintained friendly and professional customer interactions.- Shared product knowledge with customers while making personal recommendations.- Verified that all merchandising standards were maintained on a daily basis.* Graduate of Future Nordstrom Leaders Program- Five week management training course

- Maintained friendly and professional customer interactions.- Balanced the needs of multiple customers simultaneously in afast-paced retail environment.- Building of new company relationships through the advertising and processing of credit applications.- Recommended and helped customers select merchandise based ontheir needs.- Operated a POS system to process catalog orders, cash, check and credit cardtransactions.