Cassandra Witty

Cassandra Witty

About

Detail

Florida, United States
Contact Cassandra regarding: 
work
Full-time jobs
Starting at USD65k/year
groups
Networking

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • W
    Senior Product Support Specialist
    Wise Tech Global
    Apr 2022 - Aug 2025 (3 years 5 months)
    - Provided support via customer-entered tickets, ensuring the correct product, area, and criticality were used, and that tickets contained sufficient information for issue investigation. Resolved issues by either educating customers or escalating to development and the product team as needed, which helped ensure a fast and accurate resolution response. - Developed an easy-to-use triage system to properly categorize and establish criticality for tickets related to various logistical software, streamlining the process to facilitate the onboarding of additional support staff. - Self-taught in new software added to the support team, subsequently training other team members on how to use and troubleshoot the software effectively to provide opt
  • H
    Help Desk Analyst II
    May 2017 - Apr 2022 (5 years)
    • Analyze, categorize, assign, and resolve support requests that are submitted by customers. Able to effectively communicate with users to rapidly resolve their issues ensuring their capability to use IT resources effectively. • Interact with vendors to troubleshoot issues and to integrate new systems with existing systems, in order to ensure a smooth transition as well as limit downtime. • Work with multiple database servers while having primary responsibility for two critical databases, this was to pull various data from the servers for various uses. Primarily this was for our marketing team but also I was able to maintain additional services needed by the clinic to keep everything running smoothly. • Create and run queries from a massi
  • Caci
    Lvl 1 Tech Support
    Caci
    Aug 2016 - Oct 2016 (3 months)
    . Work with clients over the phone to resolve technical issues by troubleshooting. . Use ticketing system to report all calls taken, escalate calls, and handle tickets that come into the ticketing system from clients. . Use Bomgar to remote into client computers and help resolve issues. . Use VPN to assist clients in changing their Single Sign On password and manage their Active Directory account. . Assist clients in downloading, installing, and setting file associations for specialized software. • Assist clients in troubleshooting browser issues for all major browsers, Chrome, Firefox, Internet Explorer, Edge, and Safari.
  • Asurion
    Customer Care Representative (CCR)
    Asurion
    Sep 2010 - Jul 2016 (5 years 11 months)
    - Worked with customers over the phone to resolve technical issues by troubleshooting. - Mentored other CCR peers to help lower and maintain their stats at predetermined company specifications. - Identified CCR issues and collaborated with the Mentor Team to design and implement process improvements to resolve these issues. - Developed an Excel presentation for management on process improvements and efficiencies that was then presented to our customer and used to resolve longstanding issues. - Brought over 5 years of experience troubleshooting and documenting problems and results. - Contributed 1 year of experience on a team in a pilot program to test and modify quality guidelines to help streamline call flow. - Troubleshot and set up
Education verified_user 0% verified
  • University of West Florida
    Studio Art (B.A.)
    University of West Florida
    Aug 2000 - Apr 2005 (4 years 9 months)