Olivia B. Email & Phone Number

In October 2020, AHEAD, RoundTower, and Kovarus joined forces to create the new AHEAD. We build platforms for digital business. By weaving together advances in enterprise cloud infrastructure, intelligent operations, and modern applications, we help enterprises deliver on the promise of digital transformation.

Louisville, Kentucky Area

● Update, resolve and close service tickets by quickly responding to and resolving client and remote management and monitoring system-reported technology issues.● Documented all transactions and support interactions in system for future reference and addition to knowledge base.● Schedule appointments for delivering remote technology support and performing follow up tasks and provide professional client updates.● Provide installation, troubleshooting and support for basic networking issues, VPNs and Windows desktop operating systems, client software programs and applications.● Create new user accounts, administer user rights and privileges and reset user passwords using Windows servers.● Escalate service requests that require engineer-level support.● Comply with all organization business policies, workflow processes and documentation practices.

Hardinsburg Ky

● Provided onsite and remote technical support as needed primarily for Windows 7/10 workstations, business applications, printers, and miscellaneous devices.● Determined effective resolution of issues by troubleshooting and analyzing errors.● Isolated and determined root cause of technical problems escalated from the Service Desk.● Interacted with internal and external escalation resources like other Engineers, knowledge base articles, software and hardware vendors.● Accurately recorded pertinent information about all incidents and resolutions in the ticketing system.

● Assisted in identifying, tracking and replacing PCs in accordance with a technology refresh strategy.● Worked with a team to define requirements for network wiring, wireless access points, switches, & phone equipment.● Supported client hardware and software issues as they were reported in a timely fashion.● Assisted in the creation and enforcement of IT policies and standards.● Worked as a team to provide excellent IT Support to clients.

● Received packages and mail at front desk and dispersed to correct employees.● Monitored office supplies by checking inventory on weekly basis and placed orders whenever stock appeared low.● Collected deposits, fees and payments, processed all financial data and gave receipts and change to customers.● Greeted daily visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.● Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs.

● Used POS system to scan, weigh and enter pricing for items, maintaining high productivity to keep lines moving.● Maintained accuracy by reconciling cash drawer and restoring adequate cash and coins for transactions.● Bagged merchandise in careful and efficient manner to minimize damage.● Promoted sales and customer satisfaction by maintaining organized and tidy checkout areas.● Built relationships with customers to increase likelihood of repeat business.

Managing computer machines around the building when needed.

Keeping the pool area clean and safe for its members.

Associate'S Degree, Network And System Administration/Administrator, 3.4

Education record

Education record

Activities and Societies: Chamber Singers, Drama Club VP, Honors and AP classes, SkillsUSA Kentucky State Officer, Pep Club, NTHS