Shequina Potts Email & Phone Number

Charlotte, North Carolina, United States

• Experienced in creating and maintaining incident and problem management documentation, including incident reports, root cause analysis reports, and post-incident reviews.• Oversee Incidents with problem and change management function.• Working cross-functionally with multiple teams to bring issues and problems to resolutions for successful problem record management.• Identify and execute technology and business process improvements related to technical applications, systems and implementations.• Proven ability to prioritize and manage multiple incidents and problems simultaneously in a fast-paced environment.• Continuously update knowledge of industry best practices in ITSM/ITIL and incident/problem management to drive continuous improvement initiatives.

Charlotte, North Carolina, United States

•Managing the daily process runs within the BluePrism environment.•Serve as main point of contact for support, administration, and maintenance for relevant system(s) platform and associated applications•Work directly with end users to resolve support issues and fulfill requests within the relevant system(s)•Complete troubleshooting of bug tickets and requests and determine root cause•Create the documentation of workflow designs, reports, and dashboards•Build the scheduling of automated processes•Assist with monthly capacity analysis related to automated processes•Author and maintain technical documentation•Provide updates, status, and completion information related to bug tickets, currently assigned incidents, resolution efforts, and projects

Remote

• Supported the internal employees of Wells Fargo via inbound phone calls• Received over 25 calls daily to troubleshoot IT issues for password resets, server issues, VPN/connection issues, Outlook, and specific application issues• Involved in analysis of end user issues and business rules based on given documentation within ServiceNow• Responsible for managing a ticketing queue and helping troubleshoot issues• Worked closely with tech leads/ business analysts in understanding ServiceNow outages

Remote

• Assist clients with login issues, changes in access privileges, and/or reinstating revoked security settings.• Complete Excel account spreadsheets by enter new data for account creations for migration of the new system.• Work with sales team based on operating division to set up system access and client access.• Utilize IT Central Ticketing System, ServiceNow to log all communications with clients• Navigate Link system to create new client accounts, for migration from Beacon system while placing -clients in the proper parent organization.• Educating clients on how to use the new Link System to create new accounts, manage users, and create medical orders using their own access.

Remote

• Housing specialist for Emergency Rental Assistance Program (ERAP) for New York• Responsible for acquisition and consolidation of documents for approval of Rental Assistance• Adaptability through constant change and expectations while program is being built and molded• Use multiple systems to determine if applicants are eligible and in need of Rental Assistance• Responsible for organizing a variety of financial information and working with the applicant through the pre-qualification process to determine eligibility

Charlotte, North Carolina Area

• Lockbox operations for receiving, logging, and batching checks• Meet preset deadlines for check image processing• Scan checks into the system for clients lockboxes• Comply with regulations for HIPAA privacy standards

Charlotte, North Carolina Area

• Communicate with clients for approvals • Contact suppliers regarding outstanding payments• Process stop payments, reissues and/or refunds via ACH• Meet daily monthly• Process reject payments extracted from Excel•Assist with rejected credit card payments

Charlotte, North Carolina Area

•Complete payment via virtual credit card before the SLA date•Submit info changes for profiles where data is not current•Ability to meet daily and monthly quota•Review metrics on Salesforce Dashboard and adjust accordingly•Support teammates with payments issues•Assist with training new employees•Accurately document call summary in call logs

Business Administration And Management, General

With a concentration in Entrepreneurship

Associate Of Arts And Sciences (A.A.S.), Graphic Design

Activities and Societies: Dean's List 2006 Perfect Attendance 2006