Nakisha Navalo Allen

B

It Support Engineer

Bluemantis

Feb 2026 - Current (7 months)

• Serve as IT Support Engineer for major corporate clients, including Cole Haan, Winn IT, and NHPRI. • Provide comprehensive Tier 2 technical assistance via phone and email, ensuring rapid resolution of hardware, software, and network issues. • Troubleshoot complex operating system glitches, application errors, and connectivity problems to minimize downtime for enterprise personnel. • Manage user accounts, access permissions, and active directory configurations while ensuring strict adherence to corporate security protocols. • Deliver exceptional customer service by maintaining high first-contact resolution (FCR) rates and aligning with strict Service Level Agreements (SLAs).

B

Account Manager

Bet us

Nov 2025 - Feb 2026 (4 months)

• Managed multi-channel customer communications via live chat, email, and phone, resolving critical account issues, deposit/withdrawal inquiries, and technical anomalies. • Conducted rigorous user account verifications (KYC compliance) to actively mitigate fraud and adhere to strict regulatory standards. • Resolved high-stakes customer disputes professionally, consistently maintaining optimal CSAT. • Processed complex payment transactions, managed sports wagers.

Technical Support Rep Ii

Smarsh

Apr 2023 - Oct 2025 (2 years 7 months)

• Collaborated directly with engineering departments and tier-1 mobile carriers (Verizon, AT&T, T-Mobile, Rogers) to diagnose root causes and deploy corrective actions. • Spearheaded client onboarding, intricate feature configuration, and platform optimization for TeleMessage, MobileGuard, and Professional Archive SaaS ecosystems. • Streamlined internal repair operations and documentation, establishing global support action consistency across shifts. • Authored and published comprehensive knowledge-base articles using Knowledge-Centered Service (KCS) methodologies, driving down average handle time (AHT). • Maintained critical server infrastructure and system health to guarantee 100% operational uptime during peak traffic windows. • Integrat

x

Back Office Associate

xtDirect

Nov 2022 - Apr 2023 (6 months)

• Collaborated directly with engineering departments and tier-1 mobile carriers (Verizon, AT&T, T-Mobile, Rogers) to diagnose root causes and deploy corrective actions. • Spearheaded client onboarding, intricate feature configuration, and platform optimization for TeleMessage, MobileGuard, and Professional Archive SaaS ecosystems. • Streamlined internal repair operations and documentation, establishing global support action consistency across shifts. • Authored and published comprehensive knowledge-base articles using Knowledge-Centered Service (KCS) methodologies, driving down average handle time (AHT). • Maintained critical server infrastructure and system health to guarantee 100% operational uptime during peak traffic windows.

Customer Service Specialist

Verizon

Oct 2022 - Feb 2023 (5 months)

• Managed end-to-end technical support and account lifecycle operations for enterprise and high-value consumers within the Verizon software ecosystem. • Diagnosed and resolved provisioning errors, hardware configuration anomalies, and device connectivity issues during new client deployments.

Technical Support Agent

Alarm.com

Jul 2021 - Oct 2022 (1 year 4 months)

• Analyzed complex billing structures and account databases to execute precise financial adjustments, issue credits, and resolve systemic billing disputes. • Collaborated as a subject matter expert (SME) to assist peer support agents with advanced case routing, ticket escalations, and technical troubleshooting. • Maintained clear, proactive communication regarding incident status, system updates, and appointment schedules utilizing multi-channel tools (SMS/Email). • Provided advanced technical troubleshooting to field technicians regarding smart cameras, security panels, and IoT sensors. • Documented exhaustive case histories, troubleshooting pathways, and technical resolutions within Salesforce CRM. • Guided end-users through application o

A

Dental Operations & Front Office Assistant

Avita Clinic

Dec 2018 - Jul 2021 (2 years 8 months)

Job Title: Dental Operations & Front Office Assistant Responsible for the seamless execution of daily dental operations, including patient scheduling, appointment management, and comprehensive account management. Managed complex billing cycles and verified insurance coverage to ensure financial accuracy. Utilized Microsoft 365 administration to oversee office communications and document workflows. • Oversaw clinic data security through rigorous access control, managing sensitive medical software permissions and ensuring strict compliance with patient data privacy protocols. • Provided effective help desk support by troubleshooting booking software glitches, resolving daily administrative technical issues, and assisting team members with o

Nakisha Navalo Allen

About

Detail

Timeline

Résumé