Jonelle Simmons Email & Phone Number

Altamonte Springs, Florida

Altamonte Springs, Florida

• Work with the support center to troubleshooting issues with customers, MFR staff, and/or vendors
• Identify enhancement requests and work with vendors and Project Management Office to develop these ideas.
• Create documentation on support issues, enhancements, and new products.
• Responsible for coordinating support issues with vendors and determining the escalation action required.
• End to end communications with internal and external customers to ensure resolution.
• Provide support / training during the initial stages of deployment for new products & services

Maitland, FL

• Tier 1 MLS support to over 40,000 licensed Realtors, Brokers, Appraisers and unlicensed Assistants.
• Designed an Office 365 SharePoint Team Site for MLS Call Center Team to quickly access departmental information.
• Developed internal Wiki Support Knowledgebase that is now used as central location for MLS Support techs to quickly access MLS product support information
• Created New Customer Orientation packet providing new MLS Members basic information on MLS tools and how to access products.

Maitland

• Primary point of contact for 20+ clients working with Client Partners, Account Executives, and prospective (and existing) clients to understand client business needs, goals, and expectations in order to appropriately.
• Recommended process improvements to provide more efficient service delivery and increase quality for clients.
• Developed and implemented support standards and processes for consistent service delivery to successfully reduce call handle times by 40 seconds and error rates by 50%.
• Monitor the quality, consistency, and satisfaction of services delivered
• Analyzed data from interval performance to ensure contracted metrics were being met or exceeded. Addressed any performance slippage through appropriate remediation of services, personnel, technology or expectations.
• Work with the client to develop strategies for issues as a result of service failures in order to meet expectations and return to satisfactory service levels.

• Coordinate over 28 helpdesk deployments to new clients within project scope and budget (8 week projects).
• Develop Project Plan for start to finish tracking of all deliverable's within contract terms.
• Facilitate data collection and knowledge transfer of existing client policies and support procedures.
• Recommend best practices for any support areas identified during deployment to improve service delivery to end users.
• Assist with training and system data population of ITSM ServiceNow ticket tracking system.
• Author HTML Knowledge Base articles for remote helpdesk agents to support client.

• Network Operations Center Technician
• Created reports for high-level briefings discussing the status of the network
• Reported on network connectivity, satellite connections for the Department of Defense, including National Data Center (NDC), and AFTAC Distributed Subsurface Network ADSN.
• Charged with maintaining $4 million dollars in personal computers and peripherals operational for a global mission.
• Created and implemented operational checklists, policies and procedures to maintain organizational network security. Desktop Technician
• Conducted ongoing computer skills training to Organization Computer Managers (OCM) and assists with technical computer issues outside the scope of OCM’s abilities.

Certificate, Leadership And Professional Management Training Classes

Communications Computer System Operator, Computer And Inforation System Management