Hollie M. Strack
78 N. 5th St. Apt. C, Newark, Ohio 43055 |- |-
Personal Statement
As someone with a background in IT helpdesk support and a small business owner;
Hollie is a logical thinker who has handled first-line technical and customer support calls
while entering information, is capable of great attention to detail as well as someone with
exceptional organizational skills. She is flexible, resourceful and willing to take full
ownership of any accounts or issues that may arise. She has a focused interest in data
entry and willingness to work her way up to achieve her goals. As a confident individual,
she is able to adjust her behavioral style in order to achieve the necessary results
desired.
Education
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American Public University
Bachelor of Science
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Information Technology – Information Systems Security – Cyber Intelligence
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University of Phoenix | Online
Associate of Arts | Graduated October 31st, 2014
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Information Technology
Experience
May 2015 to Current
Help Desk Analyst | Discover via Randstad Technologies | New Albany, Ohio
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Basic network troubleshooting.
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Create helpdesk tickets and escalate tickets as appropriate.
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Hardware and software troubleshooting.
Internal end-user support.
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Mobile device support.
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Phone support
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User account administration
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Data Entry
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Chat support
May 2008 to Current
Owner/Creator | Rainbow Eclipse Creations | Remote (W@H)
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Creation of unique and custom jewelry pieces
Customer Service/Technical Support
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Shipping/Handling
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Maintaining social media accounts
Sales
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Item cataloging and tracking
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Marketing
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SEO
September 2014 to January 2015
Migration Specialist | Rolls Royce Energy | Mount Vernon, Ohio
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Certify seamless transition; ensuring that users were able to successfully log onto new
domain and access all required work programs.
Documents, maintains, upgrades or replaces hardware and software systems.
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Ensure that all machine migrations went through seamlessly, and troubleshooting if not.
Maintains user account information including rights, security and systems groups.
Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer
peripherals.
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Providing migration reports daily to management
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Team member for migration from current domain to new domain Phone support
June 2009 to October 2012
SEO Manager | Central Marketing | Metairie, Louisiana
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Management of natural search engine marketing campaigns
Management of onsite SEO resources
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Research, and planning for natural search campaigns
Staying up to date with changes in search engine market
Use of an automated call system to take inbound calls Documents, maintains, upgrades or
replaces hardware and software systems.
Skills and Knowledge
Knowledge Of:
Helpdesk support, Call handling, Customer service, Incident management, Desktop/Laptop
hardware, Customer rapport, Data Entry, Desktop security, Risk management, Problem solving,
2
Microsoft Office Suite products, Basic networking, Web development, All Windows OS past and
present.
Applications & Skills
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Atlas
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Cisco AnyConnect Mobility Client
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Cisco IP Communicator
Cisco Jabber (Desktop and Mobile)
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Citrix XenDesktop
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CIW Web Design Specialist Certification
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Clarity
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Connect Chat (ServiceNow Chat support)
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Finacle
Fiserv
Good Technologies
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Inbound and Outbound Calling
LDAP
LexisNexus (Verid)
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Lotus Notes
Mainframe
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Management
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Medical Billing and Coding
Medical Terminology
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Microsoft Office
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NetIQ
Remedy
RSA
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Secure CRT
SEO (search engine optimization) and ORM (online recognition management)
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ServiceNow
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Social Media
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Telesales, Appointment Setting
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TeraData
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Typing: 80+ WPM
Unified Contact Center Enterprise (UCCE)
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Use of internet for advertising, research, email & other needs
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Use of various office equipment
3
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Verifications/Confirmations processes
VMWare
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Windows 10, 8.1, 8, 7, XP, ME, NT, 2000
4
