Jessica Kerr Email & Phone Number

Louisville, Kentucky, United States

- Led escalation support for complex software applications, swiftly resolving user-reported issues via phone, email, and Zendesk, while expertly diagnosing and resolving configuration, compatibility, and installation challenges.- Managed support team operations, including direct reports, timesheets, expenses, and schedules. Conducted impactful 1-on-1 calls to support professional development and optimized resource allocation for efficient day-to-day operations.- Coordinated client relationships for 15 accounts, facilitating weekly calls to align on objectives, address needs, and foster strategic partnerships. Demonstrated proactive engagement and tailored solutions to fortify client relationships.

Chalfont, Pennsylvania, United States

- Fulfilled all system integration duties in collaboration with executive team, site management, and staff across 15 sites and 3 states. Managed internal ticket portal daily, coordinating investigations with Level 1 and 2 staff, ensuring KPI goals were achieved in relation to timely resolution. - Lead contract negotiation, development, training, and deployment of the company’s new EHR (Electronic Health Record) over the course of 2022. Reduced contractual costs by 20%. Lead project from start to finish, successfully deployed in December 2022 with minor ticket submissions. - Maintained EHR and MIS documentation to ensure smooth operations, comprehensive training programs, and streamlined decision making based on system logic.

Pipersville, Pennsylvania, United States

- Fulfilled all IT and System Admin duties in collaboration with executive team, site management, and staff across 2 sites. Smaller company, laid the groundwork for NIST 800-171 Compliance. - Deployed and managed internal ticket portal daily, ensuring KPI goals were achieved in relation to timely resolution. - Lead contract negotiation, development, training, and deployment of the company’s new ERP, ISP, VOIP, Cyber Security, and Data Backup systems. Lead projects from start to finish, successfully deployed across 2020.

Hershey, Pa

- Managed guest feedback, documenting and tracking issues via internal ticket system.- Processed operational client sales, ranging from a variety of product, package, and al a carte options. Maintained a balanced cash drawer, ensuring balances were correct daily. - Collaborated with multi-functional departments to ensure timely client resolution in a fast-paced environment.

- Queried SQL-based database systems to gather data and consolidate into reports for various departments. - Managed confidential records with discretion, ensuring data privacy compliance was maintained.

Bachelor Of Science - Bs, Major In Information Systems, Minor In Business Administration

Diploma

Activities and Societies: Yearbook Club, Key Club, FBLA