Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

KYMBERLY HARRIS

Portsmouth

Summary

Customer service oriented with the ability to actively listen to determine possible issues and communicate solutions to a non-technical user. Apply technical knowledge (use of computers, peripherals, and software) in a variety of work environments to solve problems and enhance proficiency.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Information Technology Analyst

Service Desk
10.2022 - Current
  • Client-facing troubleshooting through remote desktop management.
  • Documents each customer incident containing technical issues in HP Service Manager ticket tracking systems.
  • Supports NIPRNet and SIPRNet machines.
  • Removal and installation of computer hardware and software.
  • Utilization of Active Directory to manage client user accounts, groups, permissions, computers, and other devices across classified and unclassified networks.
  • Monitoring of client-server trouble ticketing applications to track, troubleshoot, and resolve client issues, as well as user-reported issues.
  • Account management for client users, to include creation, auditing, transfer, and maintenance of user accounts through Active Directory and IT service management systems.
  • Working knowledge of Nautilus (NVD) system.
  • PowerShell script management for Windows and DoD programs.
  • Provides first- and second-level application software support and user administration support.
  • Installs, configures, and repairs software systems as a system administrator.
  • Purebred trained, able to assist users with the set-up process of their iOS devices.

Benefits Specialist II

Conduent
09.2016 - 10.2022
  • Answered approximately 40 inbound calls per day.
  • Performed accurate and fast data entry.
  • Processed various types of calculations with accuracy, while interpreting rules to ensure employee compliance.
  • Troubleshot root causes of customer problems and identified required actions (using company databases, customer information, and collaboration with other departments).
  • Provided business support and technical work for Benefit Wallet and Siebel systems.
  • Resolved customer inquiries with the use of a computerized system in a call center environment.

Education

Associates Degree of Applied Science - Web Graphic Design

Skills

  • Experienced in Microsoft Office 365 Products
  • Active Secret Clearance
  • Understanding TCP/IP, VPN, LAN & WAN protocols
  • Team-player with strong communication and interpersonal skills
  • Proficient in helpdesk ticket systems and Windows 10
  • Exemplary problem-solving skills and able to implement correct plan of processes
  • Active listening skills
  • Self-starter, communicates and coordinates tasks, manages projects effectively, meets deadlines, sets goals

Certification

  • CompTIA Security+ April/2023
  • Microsoft Azure Fundamentals (AZ-900) May/2025
  • Microsoft Azure Administrator (AZ-104) Pursuing Oct/2025

Timeline

Information Technology Analyst

Service Desk
10.2022 - Current

Benefits Specialist II

Conduent
09.2016 - 10.2022

Associates Degree of Applied Science - Web Graphic Design

KYMBERLY HARRIS