Jalisa Cole
St. Louis
Summary
Professional with strong background in IT support, equipped to handle complex technical issues and provide effective solutions. Skilled in troubleshooting, system administration, and user support. Known for fostering collaboration within teams and adapting to evolving situations. Reliable and focused on delivering impactful results, excelling in communication, problem-solving, and customer service.
Overview
7
7
years of professional experience
Work History
Help Desk Analyst
Insight Global
06.2023 - 03.2025
- Provided technical support to Cricket retail locations, resolving hardware, software, and network issues to ensure smooth IT operations.
- Assisted with backend IP configurations, optimizing system performance and connectivity.
- Diagnosed and resolved escalated technical issues, collaborating with teams to achieve a 15% reduction in downtime.
Customer Service Representative
Dover Staffing
06.2021 - 04.2023
- Resolved over 95% of customer inquiries on the first call, ensuring swift and effective support that maintained high customer satisfaction.
- Stayed updated on the latest industry trends and technologies to enhance the quality of customer service provided.
- Collaborated with cross-functional teams to identify and resolve recurring IT issues, improving customer satisfaction and reducing complaint rates.
IT Clerk
U.S. Census Bureau
04.2019 - 10.2020
- Conducted troubleshooting for O365 applications and ensured system functionality through regular updates and maintenance.
- Coordinated the setup and management of hardware and mobile devices, applying MDM protocols to enforce security standards.
- Supported remote workers by managing VPN access accounts while monitoring network usage trends to prevent potential security risks.
Help Desk Analyst
Tech Xpert
01.2018 - 03.2019
- Resolved customer support tickets across multiple channels with a 95% success rate, exceeding established performance benchmarks.
- Documented incidents and solutions in a ticketing system to streamline issue tracking and improve team knowledge sharing.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
Education
Cybersecurity
Per Scholas
Remote03-2023
Skills
- 0365
- Active Directory
- Call Management
- Connectwise Connect
- Customer Service
- Enhancing System Reliability
- Firewalls (Checkpoint, SonicWall)
- MacOS
- Microsoft Teams
- Mobile Device Management
- PCS
- Reducing Downtime
- Resolving Complex Network Issues
- Servers
- ServiceNow
- Software Setup
- System Optimization
- Technical Support
- Ticket Management
- Windows
Timeline
Help Desk Analyst
Insight Global
06.2023 - 03.2025
Customer Service Representative
Dover Staffing
06.2021 - 04.2023
IT Clerk
U.S. Census Bureau
04.2019 - 10.2020
Help Desk Analyst
Tech Xpert
01.2018 - 03.2019
Cybersecurity
Per Scholas
Similar Profiles
Tiffany EndlerTiffany Endler
Sr. Application Support Analyst at Insight GlobalSr. Application Support Analyst at Insight Global
David PopoolaDavid Popoola
Healthcare Customer Service Representative at Insight GlobalHealthcare Customer Service Representative at Insight Global
Caitlin LenderCaitlin Lender
Recruiter Account Executive at Insight GlobalRecruiter Account Executive at Insight Global
Karen ModisetteKaren Modisette
Project Finance Coordinator at Insight GlobalProject Finance Coordinator at Insight Global
Julia FullerJulia Fuller
Portfolio Manager- Health and Wellbeing at United Way of Greater St. LouisPortfolio Manager- Health and Wellbeing at United Way of Greater St. Louis