Shelby Basham Email & Phone Number

Fairview Heights, Il, Us

• Use Salesforce, Jira, Monday, Slack, Teams, Workplace, Zendesk, Zoom, and Service Autopilot.•Troubleshoot any data or software issues related to the core system features of ourproduct to determine if a data or procedural issue exists versus a software bug.•Answer routine questions on how best to use the software for our customer's business needs.•Leverage real-life interactions to improve technical documentation and self-serviceresources.•Enter and maintain a log of all customer interactions and issues. This includes all support email interactions, phone calls, chats, and any other pertinent information.•Submit system performance issues, data updates, and feature requests to Level III team members for escalation.•Optimize the collective team knowledge and provide the best possible customer service to increase customer satisfaction and product engagement.• Assist on special projects and any other tasks as necessary• Adhere to company and team policies and procedures.• Meet established team and individual goals and metrics as required

Pittsford (Rochester), Ny, Us

•Windows OS, Mac OS, Secure Remote Worker, LogMeIn123, SmartSolve, Outlook 365, VPN, Azure WVD, Microsoft Teams, Cisco Webex, ICOMS, Smart Solutions, Avaya One-X Agent, VMWare Horizon, i-Roz, ADP, HelpTree, Key, etc. •Implemented remote troubleshooting techniques to solve common software and hardware issues. • Educated customers on methods to solve technical issues. • Safeguarded data and network access through security-related support functions. •Researched latest technology innovations to keep abreast with trend in digital transformation. • Helped users via telephone to diagnose and triage problems.

Nashville, Tn, Us

Otay Mesa Detention Center • Clearance through the Department of Homeland Security including ICE and U.S. Marshals • Acting Senior Detention Officer (Sergeant) as needed • Follow established policies, regulations, and procedures to maintain order and provide for the safety, security, care, and direct supervision of those in care during all phases of activity in the correctional facility • Engage in interchangeable work areas, including armory/key/central control, intake/discharge, housing units, perimeter, hospital duty, segregation, corridor, back dock, kitchen, medical, and visitation • TDY work at the maximum security Leavenworth Detention Center • Worked the High-Level U.S. Marshal Male Units • Classify inmates based on criminal history and gang affiliation. Worked with High-Profile inmates and cases • Assist with investigations of crimes occurring within the facility • Maintain records of prisoners' identification and charges • Assist with accurate correctional management with detailed documentation of inmates and judicial information in the Offender Management System • Conduct specialized security awareness interviews

Irvine, Ca, Us

General Dynamics NASSCO contract through Allied Universal • Controlled access for the USS Cowpens, Ticonderoga-class cruiser, U.S. Navy • Armed enforcement of the rules and property regulations of the pier and ship • Secured ship entrances and exits, manned security stations, and prevented unauthorized access

Clerical work, including the operation of computers, telephone reception, filing records,and data inputting • Vault duties include currency balancing, alarm operations, management of controlpanels, route preparation, and moving currency that could exceed $5 million • Operation of armored trucks in a safe manner abiding by all federal, state, local, and company regulations • Protected company and customer data by following information policies

Master Of Science - Ms, Cybersecurity

Bachelor Of Science - Bs, Network Engineering And Security

Bachelor Of Arts - Ba, Criminal Justice/Law Enforcement Administration

Associate'S Degree