Kandi Bates-Jackson Email & Phone Number

Baltimore, Md, Us

Baltimore, Md, Us

Reston, Virginia, Us

Herndon, Va, Us

Collaborate with stakeholders to understand their business process/needs and conduct requirements analysis for SalesforceDesign and implement dashboards and reports in Salesforce Analytics to provide actionable insights to stakeholdersConduct data analysis and modeling to identify trends, patterns, and opportunities for business improvementDevelop and implement data management processes to ensure data accuracy and consistency within SalesforceProvide training and support to end-users to maximize adoption and effective use of SalesforceIdentify opportunities for process optimization and efficiency gains through the use of SalesforceParticipate in the evaluation and selection of new tools and technologies to support data analysis and reporting

Washington, Dc, Us

● Execute customer service by responding to IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals● Manage customer support requests via email and incident management system, escalating as appropriate and following up to resolution resulting in high customer ratings● Provide customer service and support to senior level personnel in diagnostic testing and operation of IT hardware or software, primarily performed through response to support requests through the incident management system to ensure quality assurance● Logs calls and issues into the incident management system, and escalate when necessary

Herndon, Va, Us

Receive and prioritize incoming help desk customer support requests in our corporate ticketing system and via direct phone calls.Interface with customers and other functional groups as necessary for resolution and escalate issues accordingly.Installation, Configuration, and Support of client hardware/software systems/tools/applications.End-user technical onboarding/orientation and training.Deploying client workstations using corporate imaging tool.Deploying client patches/software using corporate software deployment capabilities.Coordinate escalations with appropriate vendors.Create and maintain user training documentation and knowledge base articles.Update and maintain CMDB and asset tagging.Support the team in performing audits of corporate assets, policies, and procedures.Perform hardware/Software assessment to support our internal projects as well as our customers’ needs.Manage enterprise Active Directory / Exchange Online accounts for employee permissions and on/offboarding.Cross-train with other team members on existing and new technologies.Perform client system patching and maintenance activities.Manage customer access to mobile devices and remote connectivity solutions.Provide after-hours support for Service Desk identified employee emergencies as well occasional weekend maintenance - limited.Carry out special tasks at Management's direction.Interact with customers and staff at the technical level, as required.

Administrator Certification, Tableau Desktop Specislist

A+ & Network+, Information Technology

Ba, Fashion &Retail Management