Ashley Sullivan
Fredericksburg
Summary
IT support specialist with extensive experience in incident resolution and customer support. Demonstrated expertise in solving complex problems while maintaining attention to detail in high-pressure environments. Proven track record of delivering successful outcomes and enhancing user satisfaction.
Overview
5
5
years of professional experience
Work History
IIT Support Specialist
Germanna Community College
Fredericksburg
03.2026 - Current
- Resolved user inquiries and issues through effective technical support.
- Assisted customers in troubleshooting hardware and software problems, ensuring timely resolution.
- Educated users on software applications and best practices to maximize utilization.
- Documented support interactions using ticketing systems for future reference.
- Maintained accurate records of customer interactions in databases.
- Collaborated with team members to improve service quality through effective knowledge sharing.
- Escalated complex issues to senior technicians for advanced troubleshooting.
- Provided guidance on computer system applications while ensuring compliance with security protocols.
Admistrative Assistant
Champion Solutions, LLC
Fredericksburg
10.2025 - 02.2026
- Maintained accurate filing systems for physical and electronic documents, ensuring confidentiality.
- Processed correspondence and distributed information to improve team communication.
- Managed incoming calls, directing inquiries to appropriate personnel efficiently.
- Supported scheduling and calendar management for team members to enhance coordination.
- Developed streamlined workflows for administrative tasks, reducing time spent on routine processes.
- Entered data into spreadsheets using Microsoft Excel to maintain organized records.
- Coordinated mailings, including sorting mail and preparing packages for courier services.
- Answered customer inquiries regarding products and services, enhancing satisfaction.
Navigator (supervisor)
Revelations Counse
Fredericksburg
08.2024 - 05.2025
- Supervised daily operations for team of 15 employees, ensuring safety protocol compliance and fostering a secure work environment.
- Coordinated workflow to achieve production targets while maintaining efficiency standards.
- Trained new staff on operational procedures and company policies.
- Conducted regular team meetings to address goals, challenges, and progress updates.
- Facilitated interdepartmental communication, promoting collaboration and efficiently resolving issues.
- Resolved customer complaints promptly, ensuring high levels of satisfaction.
- Oversaw troubleshooting of hardware and software issues for users.
- Educated employees on new technologies and software updates, enhancing team capability and knowledge.
Collections Agent
Alorica
Fredericksburg
08.2022 - 06.2023
- Managed collections for overdue accounts to secure timely payments.
- Developed tailored repayment plans based on customers' financial situations to facilitate timely payments.
- Utilized CRM software to track communications and collections progress.
- Educated customers on payment options and provided account status updates.
- Resolved billing issues and payment discrepancies efficiently.
- Managed inbound and outbound calls to address customer inquiries and resolve account issues.
- Partnered with team members to improve collection strategies and streamline procedures.
- Escalated unresolved issues to appropriate departments for further resolution.
Licensed Insurance Agent
GEICO
Fredericksburg
08.2021 - 06.2022
- Advised clients on tailored insurance coverage options based on individual needs.
- Assessed customer needs to recommend suitable coverage levels tailored to individual circumstances.
- Conducted thorough policy reviews to identify and address coverage gaps.
- Processed policy changes, renewals, cancellations, and claims promptly and accurately.
- Maintained accurate records of client information, including policy changes and contact details.
- Resolved inquiries and issues professionally, contributing to high customer satisfaction ratings.
- Provided accurate policy information to enhance customer understanding of available options.
- Collaborated with team members to enhance service response times.
Education
Associate of Arts - Cybersecurity
Germanna Community College
Fredericksburg, VA12-2026
Certificate - Cybersecurity & Networking
Germanna Community College
Fredericksburg, VA05-2026
Associate of Arts - Nursing
Germanna Comunity College
Fredericksburg, VA05-2010
Some College (No Degree) - Nursing
Virginia Commonwealth University
Richmond, VASkills
- Technical support
- Help desk support
- Service desk operations
- Incident resolution
- Issue escalation
- Escalation handling
- Remote support
- Network troubleshooting
- Software troubleshooting
- Hardware troubleshooting
- System troubleshooting
- Application installations
- IT ticket documentation
- IT documentation
- Workflow optimization
- Project management
- Client communication
- Team collaboration
- Customer service
- System troubleshooting
- IT documentation
- Team collaboration
Timeline
IIT Support Specialist
Germanna Community College
03.2026 - Current
Admistrative Assistant
Champion Solutions, LLC
10.2025 - 02.2026
Navigator (supervisor)
Revelations Counse
08.2024 - 05.2025
Collections Agent
Alorica
08.2022 - 06.2023
Licensed Insurance Agent
GEICO
08.2021 - 06.2022
Associate of Arts - Cybersecurity
Germanna Community College
Certificate - Cybersecurity & Networking
Germanna Community College
Associate of Arts - Nursing
Germanna Comunity College
Some College (No Degree) - Nursing
Virginia Commonwealth University