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