Rosanne Pickering
Tech Support
OMAHA, NE 68117
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I am a dependable, efficient individual that is willing to learn and eager to succeed. With over 16 years of customer service and 6 years of tech support, I have successfully resolved customer... show more

Praises
1 person praised Rosanne
veteran

Praise Highlights

Idk you, but as an US Army veteran, anyone that helps out Habitat for Humanity, is awesome in my book! It's so easy to get caught up in our crap, and wordly things. If you ever get to feeling...

is a fellow Jobcaser with Rosanne


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Work experience
Ellie Mae, Inc
Technical Vendor Support Analyst

Provide support for Encompass users with a primary focus on Encompass Title Closing Center and Encompass Appraisal Center websites that out Appraisers and Title Agents log into in order to accept orders from Lenders.
Upload and send Appraisal reports to business partners.
Provide support for Encompass Learning Center in order to assist in continued education for integrated business partners.
Provide support for Encompass All Regs users.
Perform testing in different builds in order to find resolution.
Provide clients with detailed resolution/logic by means of illustrating in a clear and professional manner.
Provide support for issues that hybrid between Mortgage Industry and Tech/Integrations/Encompass eFolder/Compliance etc.
Identify defects/bugs in the software and assisted Product Development Team with the creation of JIRAs to help resolve.
Monitor phone queue in order to assist all departments of Technical Support as need be and create a clear Problem Statement.Provide support via e-mail, chat, or phone along with Resource Center Cases.Consistently provide superior customer service.
Thoroughly and accurately document all client interactions within Sales Force internal ticketing system. Create Knowledge Base Articles for the benefit of Encompass users and Technical Support Team.
Complied with department company mandated training for new and updated industry changes as need be.


American Title Inc
Help Desk Analyst Level 1

Provide centralized first level support for employees working in office and remote and Vendors that use the B2B website, by responding to emails and phone calls.
Create tickets in the CA Service desk system to track troubleshooting procedures, escalation, and resolution.
Create and maintain accurate knowledge documentation. Assist Desktop support when needed, with various tasks including Email troubleshooting in MS Outlook, Active Directory user set up and password resets. Printer support VPN, VNC, and VDI

American Title Inc
Help Desk Analyst Level

Provided first level Technical Support for American Title Inc employees, customers and vendors.
Responded to clients via email and inbound/outbound phone calls in a timely fashion
Created internal tickets in the Help Desk System to track troubleshooting procedures, resolution, and escalations
Escalate tickets accordingly when need be to other departments or management.
Assist in creating and maintaining accurate Knowledge Documentation and other duties assigned.
Assist the Desktop Support Team with various tasks as needed.

American Title Inc
Help Desk Analyst Level I

Provided first level Technical Support for American Title Inc employees, customers and vendors.
Responded to clients via email and inbound/outbound phone calls in a timely fashion.
Created internal tickets in the Help Desk System to track troubleshooting procedures, resolution and escalations.
Escalate tickets accordingly when need be to other departments or management.
Assist in creating and maintaining accurate Knowledge Documentation and other duties assigned.
Assist the Desktop Support Team with various tasks as needed.

Shopko
Customer Service Supervisor

Supervised and coached a group of 4-8 team members.Daily office duties including: Counting all cash, checks and coupons, setting up cash drawers, make bank deposits.
Worked behind the Customer Service counter and assisted with cashiering when needed.
Provided excellent customer service in a fast-paced retail environment assisting customers with returns and any problems or concerns they may have. Processed transactions such as cashing personal, electronic and payroll checks among other tasks
Transferred over to the Pharmacy Department, 6 months later to assist as a Pharmacy Technician From here I transferred to the Council Bluffs, IA location to work in the Price Accuracy Department, also assisted the Apparel and General Merchandise Departments.

Pamida
Systems Support Services Specialist

Receive, log, analyze, troubleshoot, and resolve technical issues on a range of systems. Achieved high levels of productivity and customer satisfaction. Assisted stores with complex cash office reconciliation issues. Active Directory user set-up and password resets
Email troubleshooting in MS Outlook.
Escalated issues to accounting and/or loss prevention as appropriate.

Pamida
System Support Services Specialist

Receive, log, analyze, and resolve customer technical and/or procedural problems.
Monitor and operate data center systems and applications across a variety of platforms.
Troubleshoot technical and/or procedural issues using an established knowledge database as well as own personal skills/experience.
Primary systems supported were: Windows XP, Windows 7, and Windows NT servers
Did testing, created documentation and was a Trainer on the Tomax point of sale (POS) systems.
Active Directory user set-up and password resets
Email troubleshooting in MS Outlook.
Created and resolved troubleshooting tickets in BMC Service Desk Express.
Printer configuration, RF scanners, and other hardware support.
Kronos Timekeeping System
Citrix-Assisted end-users, re-set passwords, performed basic administration.

Pamida (Retail Store

Shift Team Lead

Pamida (Retail StoreSupervised and coached team members.
Daily office duties: Counting cash, checks, and coupons, setting up drawers, and making bank deposits. Did Shipping Receiving.
Adjust time punches and maintain reports daily in Kronos Timekeeping system

CSA
Shift Leader, Office/Receiving Specialist

Supervised and coached a group of 10 team members until store closed, and then transferred to Corporate.Daily office duties including: Counting all cash, checks, and coupons, setting up cash drawers, making bank deposits.
Adjust time punches and maintain reports daily in Kronos Timekeeping system for all store employees.
Did both Shipping Receiving, Worked with RF Scanners, POS systems, and Credit card Machines

Goodkind Direct
Lead Operator

Operated large IBM printers that printed documents for the insert operators

Anna's Cleaning Service
Cleaning Technician

Cleaned client's homes
Cleaned Apartment clubhouses and offices

Hewlett Packard
Computer Technician

Built and configured computers and laptops.
Installed and troubleshoot software and hardware.
Set up computers and ran Pre Tests before sending them to QA
Used Microsoft Office applications to track and evaluate Team Members' performance

Ellie Mae
Vendor support
American Title
Helpdesk
Ellie Mae
Technical Vendor Support Analyst

Provide clients with superior customer service and technical support via e-mail, chat, or phone, with detailed resolution/logic Thoroughly document all client interactions within Sales Force internal ticketing system. Escalate as needed. Identify defects/bugs in the software and assist Product Development Team with the creation of JIRAs to help resolve. Create and attach Knowledge Base Articles for the benefit of Encompass users and Technical Support Team

Traits
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Accountable
I take responsibility for my actions and follow through on my promises.
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Dependable
I can be counted on to complete whatever task, objective, or job is needed.
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Problem-solver
I am skilled in finding solutions to difficult issues.
Education
Bryan High School
High School

Omaha College of Health Carreers
Omaha College of Health Careers
Certifications & licenses
Certified HDI Support Center Analyst
HDI Certified

November 18, 2016
Certificate # 3_1479673_1043

Skills
  • Analytical Problem Solver
  • Customer Service Skills
  • Exceptional Organizational Skills
Volunteering
Habitat for Humanity
Helped on a house build