Jasmine Francis
Woodbridge
Summary
Motivated professional recognized for strong critical thinking and problem-solving abilities coupled with successful 3-year track record in industry. Dedicated to offering innovative solutions to eliminate legacy issues and elevate performance metrics. Diligent creator of innovative workflows and exceptional final products.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Solution Engineering Analyst
Appian
01.2022 - Current
- Manage delivery of software and the onboarding experience for new Appian customers and partners.
- Configure application sites for new Appian Cloud customers based on provisioning parameters in their contracts.
- Assist customers and partners with inquiries, troubleshooting, and configuration changes.
- Manage incoming support requests directly or route them to appropriate teams.
- Update documentation such as technical and administrative SOPs.
- Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
- Train and mentor new team members and promote a positive work environment.
- Perform routine maintenance on Appian Cloud sites.
Test Analyst
Alarm.com
01.2020 - 01.2022
- Understood product functionality and data content of the product being tested.
- Developed test plans, assessed risks, documented defects, and provided relevant data for test reporting.
- Evaluated function, performance and design compliance of every product against design standards and customer needs.
- Collaborated with other departments to ensure the quality of the software and hardware products.
- Authored and maintained well-organized, efficient and successful manual test cases for entire team.
- Remained an advocate for the customer to ensure product performance and usability.
- Collaborated with product owners to stay current on intended functionality.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
Customer Service Representative
TD Bank
06.2017 - 01.2020
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts, and open new accounts.
- Established new customer accounts, including checking, savings, lines of credit and loans.
- Recommended additional products, services, and benefits for customers.
- Met or exceeded sales goals by promoting bank products and services in every interaction.
- Supervised teller team by enforcing policies and procedures related to teller operations, security, and compliance.
- Serviced and repaired equipment according to manufacturer guidelines.
- Reviewed and approved transactions above limits and authority levels of teller staff.
- Completed monthly audits and managed overdraft reports.
Education
Bachelor of Science - Computer Science
Old Dominion University
Woodbridge, VA12.2023
Associate of Science - Computer Science
Northern Virginia Community College
Annandale, VA05.2020
Skills
- Problem Identification and Analysis
- System Administration
- Troubleshooting and Resolution
- Technical Documentation and Reporting
- Process Improvement
- Hardware Upgrading
- Client Relationship Management
- Jira Issue Tracking
- Planning and Coordination
- Cross-Functional Collaboration
- Critical Thinking
- Product Testing
Certification
- CompTIA Security+
Timeline
Solution Engineering Analyst
Appian
01.2022 - Current
Test Analyst
Alarm.com
01.2020 - 01.2022
Customer Service Representative
TD Bank
06.2017 - 01.2020
Bachelor of Science - Computer Science
Old Dominion University
Associate of Science - Computer Science
Northern Virginia Community College
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