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

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

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