Rebecca Evans

KLAMATH FALLS, USA, 97601- REBECCA EVANS TECHNICAL SUPPORT PROFESSIONAL P R O F E S S I O N A L S U M M A RY Technical Support Professional with over 15 years of extensive expertise in IT support, customer service, and project management. Known for driving innovative solutions and fostering collaborative environments to enhance system performance and reliability. Demonstrates a visionary approach in managing complex projects and delivering exceptional results in fast-paced environments. E M P L OY M E N T H I S T O RY N E T WO R K JAN 2020 - JUL 2024 Linkedin Support Engineer, COSO Cloud Manage customer knowledge base, ensuring security and accuracy for enhanced user satisfaction. SKILLS Coordinate project roadmaps, aligning expectations for seamless delivery. Provide Project Management comprehensive support, resolving issues to ensure system reliability. Coordinated the migration of Federal customers to IL4 in a FEDRAMP environment, ensuring compliance and minimizing service disruptions. Project Coordination Customer Service Drafted comprehensive support documentation, improving team efficiency and enabling quicker resolutions for customer issues. Problem-Solving Conducted risk assessments for proposed changes, proactively identifying potential issues and safeguarding system integrity. Leadership Provided off-hours support, demonstrating commitment to customer satisfaction and ensuring continuous service availability. Communication Project Scope SEP 2018 - PRESENT Information Technology Engineer, JKCC Resolve technical issues via phone/email, ensuring system reliability and user satisfaction. Analytical Skills Scheduling Manage onboarding, setting up accounts and access, facilitating seamless integration. Configure permissions per role, enhancing security and operational efficiency. Resource Management Document and verify account details, maintaining data integrity and secure access. Conduct Forecasting risk assessments for changes, supporting informed decision-making. Streamlined employee onboarding processes, enhancing efficiency and reducing setup time for new hires, leading to improved productivity. Provided off-hours support to resolve critical issues, demonstrating commitment to team success and enhancing overall service reliability. Resolved technical issues through proactive troubleshooting, ensuring system reliability and enhancing user satisfaction across all platforms. OCT 2016 - DEC 2019 Support Engineer, Identity Automation Resolved issues through proactive maintenance and appliance setup. Authored documentation to enhance user support and internal processes. Assessed ticketing systems for efficiency and cost-effectiveness. Facilitated new ticketing system implementation with comparative analysis. Conducted comprehensive evaluations of ticketing systems, resulting in a targeted recommendation that enhanced operational efficiency. Provided exceptional first-contact resolutions, fostering strong client relationships and enhancing team collaboration. Cost Control Risk Management Relationship Development Reporting Collaboration System Administration IT Support Documentation Technical Writing Data Analysis User Training System Optimization Troubleshooting Network Configuration Quality Assurance FEB 2013 - JUN 2016 Supervisor, HostGator.com Optimized workflows to boost employee efficiency and satisfaction. Managed and improved the quality of customer communications. Prepared employees for milestone assessments through training. Developed personalized growth plans to foster employee development. Fostered a positive work environment by implementing a conflict resolution process, enhancing employee satisfaction. Conducted quality assurance on customer communications, ensuring high standards and driving marked gains in customer satisfaction. Trained and evaluated team members for milestone testing, promoting a culture of continuous learning and professional growth. Established individual development plans for employees, aligning growth goals with organizational objectives for substantial improvements. APR 2010 - FEB 2013 System Administrator, Internal Support, External Support, HostGator.com E D U C AT I O N 2019 - 2023 BS, Business Management (Concentration in Project Management), Southern New Hampshire University GPA 3.93 C E R T I F I C AT I O N S CompTIA A+ CompTIA Network+