Chianti Bailey

Experience

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  UPS

  May 2004 - Aug 2006

  International ODC (Origin Data Capture)

  - Responsible for international packaging intake- Clerical work and data management- Maintained shipment safely and security compliance- Composed and drafted outgoing correspondence and reports for different levels of Management - Entered Numerical data into databases in a timely and accurate manner- Track and locate shipments- Communicated with domestic and over seas offices including brokerage to arrange International shipment needs.- Reviewed and updated client correspondence files and scheduling within the UPS database- Worked closely with all departments including operations, customer service, clerks, engineers, and delivery. Show less

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  University of Maryland Baltimore County

  Oct 2006 - Apr 2010

  Student Counselor

  - Assist parents and students with loans, grants, and scholarships.- Acted as university customer service representative to meet the needs of current and prospective students and parents- Responsible for management of financial aid data using software such as VPN and PeopleSoft

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  Samuel F. B. Morse Elementary School

  Jan 2007 - Dec 2007

  Volunteer Experience: Service-Learning Placement

  Provided help to the teachers by teaching them how to use their new technology in their everyday lesson plans with their students

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  RWD Technologies, LLC

  Jun 2010 - Jan 2014

  Tier 1 Product Support Specialist

   Provided Tier 1 technical and application support for RWD’s proprietary software via phone and email. Documented user issues, troubleshooting techniques and resolutions in a web based ticketing system. Escalated issues to Tier 2 as needed. Utilized Webex in troubleshooting client issues. Created Job aids (Work Instructions and Simulations created using RWD’s proprietary software) for clients as needed to assist with editing styles for Microsoft Word Documents, customizing. Utilized Microsoft Office Products such as Microsoft Word and Microsoft Access in troubleshooting client document and database issues. Assisted with the completion of the Tier 1 Standard Operating Procedure document. Created job aids for Tier 1 documenting a variety of methods of accessing and using the SAP based ticketing system for Global clients. Show less

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  ANCILE Solutions, Inc.

  Jan 2014 - Jun 2019

  - Provide a high level of customer support and professionalism along with the ability to diagnose, troubleshoot, and resolve software issues with minimal direction.- Provide strong interpersonal, collaboration, verbal/telephone, written communication skills, and excellent troubleshooting ability in their customer-oriented environment.- Assist clients with uPerform Server and Client installation errors.- Assist clients with integrating eLearning content with SCORM/AICC and Learning Management Systems (LMS).- Provide level 2 support for ANCILE’s product suite (Info Pak, Migration Wizard, uPerform, and uPerform Express) around functionality, installation, and upgrade issues in various environments.- Provide knowledge sharing to other members of the global product support team through Panacea technical knowledgebase articles, webinars, or one-on-one mentoring.- Develop, integrate, and maintain technical solutions related to software and setup errors, and when needed create or assist in creating workaround procedures.- Assist customers with knowledge base and technical challenges encountered when using ANCILE’s proprietary software as, well as standard applications (IE, Firefox, Windows, and Office) that are used in conjunction with our solutions.- Participate in the recreation of customer software issues to knowledge base articles, learning content, forum moderation and blog posts.- Perform customer on boarding and retention activities that maximize our customer’s return on investment.- Work collaboratively with members of the Customer Success Scrum Team to resolve and log customer technical inquiries, feedback, and increase knowledge. Show less  Scrum Master to a team of 5 Global Support team members who provide technical guidance to approximately 280 clients paying up to $25 Thousand in yearly maintenance. Facilitating daily Scrum meetings as well as team retrospectives. Identification and removal of blockers for Scrum team members. Blockers include ensuring team members have necessary environments for testing and providing technical guidance in troubleshooting customer submitted tickets. Providing a weekly status report to Scrum of Scrums and Product Owner on the team status as well as the status of customer focused team projects. Raising issues to the Scrum of Scrums when needed. Providing technical guidance to other Scrum team members within the organization.• Assisting the team as needed in prioritizing backlog items related to non-technical troubleshooting related issues. Items may include creation of customer facing webinars as well as customer facing articles related to Ancile’s proprietary software. Show less  Provided Tier 2 technical and application support (RWD Info Pak and RWD uPerform ) to local and Global customers via email and telephone. Support includes Server based and client based proprietary software installed on Microsoft Windows Server 2003, Microsoft Windows XP and Microsoft Vista platforms. Utilized basic networking utilities in troubleshooting such as ping and Fiddler in troubleshooting Server issues. Conducted web conferences and training sessions with clients as well as with Tier 1 members. Utilized WebEx in troubleshooting of client issues. Documented user issues, troubleshooting techniques and resolutions as well as other relevant information related to client issues in a web based ticket system.  Identified researched and resolved issues via the phone or email or escalating to Tier 3 or Developmental support. If a resolution is not readily available, provided alternative procedures to clients to address issues. Identified and reported software bugs. Show less

  • Customer Success Engineer

    Nov 2017 - Jun 2019

  • Scrum Master

    Jan 2016 - Nov 2017

  • Tier 2 Product Support Specialist

    Jan 2014 - Jan 2016
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  Arlington County

  Jun 2019 - now

  IT Analyst

  - Assisting users with application usage and questions, and technical problem resolution; providing advice & training on basic and advanced system features;- Providing first level technical support to resolve both portal and back-end application issues (e.g. trouble-shooting and resolving reported problems; escalating unresolved issues to developers and/or the vendor as required; performing root-cause system analyses and implementing action plans to minimize recurrences of identified issues);- Utilizing the service desk ticketing system to record and track tickets; monitoring the application, troubleshooting and documenting problems in ticketing system;- Maintaining maintenance schedules and application documentation;- Assisting with planning and coordinating testing for changes, upgrades, updates and new services while ensuring the application operates correctly in current and future environments; and- Running and/or developing reports in Crystal Reports, PowerBI, Microsoft Access, and/or SQL Server Reporting Services (SSRS) as required. Show less