Breanne Penney
Colona
Summary
I'm a reliable and approachable IT professional with over eleven years' experience in the high-tech industry, and I'm skilled in supporting my clients needs. I have held a variety of roles including service desk, desktop support, and most recently Level 3 Tax support and Tax software testing. I have experience in both corporate and manufacturing environments with the last seven years being in the corporate environment. I'm an IT professional colleagues and customers can depend on to provide secure, workable solutions, even in the midst of change.
Overview
10
10
years of professional experience
Work History
Service Desk Engineer Tier II
Twin State Technical Services
07.2023 - Current
- Handling client support issues that come in via chat, email, or telephone.
- Monitoring and handling ticket queues to ensure tickets are worked in a timely manner.
- Escalation point for all of Service Desk if issue is unable to be resolved at a lower level of support.
- Respond to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Effectively managed escalated issues from customers by liaising with relevant departments promptly resolving them proactively.
- Promoted a positive work environment by fostering open communication and encouraging teamwork among staff members.
- Improved customer satisfaction ratings through consistent and timely resolution of service desk tickets.
- Increased Service Desk efficiency by implementing streamlined processes and procedures.
CATT Senior Associate
RSM US LLP
01.2019 - 01.2023
- Provided level three support for Tax software as well as testing tax software
- Developed and implemented a support model for internally developed web-based Tax tools which scoped 300+ internal clients and 2,500+ external clients
- Routinely performed UAT testing on various Tax products to ensure compatibly with the existing environment as well as managed and maintained test scripts to ensure they remained current and flowed correctly
- Developed, implemented, and maintained streamlined processes for ensuring accurate stakeholder information was always available and up to date for products in the Tax lines of business via SharePoint
- Collaborated with our deployment team for yearly Windows 10 version updates, owning the team workflow for testing products in the Tax lines of business to ensure compatibly and minimal impact to functionality post-deployment
Information Technology Coordinator
RSM US LLP
01.2017 - 01.2019
- Provided on-site desktop, network, and server support to the local office as well as asset management
- Provided on-site desktop support to 700+ employees across three locations in Eastern Iowa
- Collaborated with other desktop support technicians remotely and through travel in 50+ locations country wide including creating and providing new hire training
- Provided consistent high-quality customer support and troubleshooting
- Maintained local office network and server equipment, as well as physical assets
- Worked with L1 and L2 support teams to ensure issue resolution and escalation in compliance with our SLAs
- Developed open communication with multiple which facilitated collaborative troubleshooting efforts across all levels of support
Service Desk Analyst
RSM US LLP
01.2015 - 01.2017
- Provided first level service desk technical support
- Provided first level support to 13,000+ employees via phone, self-service, live chat, and email
- Developed and provided new hire training on our ticketing system, ticket handling, troubleshooting best practices, and incident management process
- Collaborated with the internal knowledge management team to ensure documentation created with the service desk met our internal knowledge standards
Education
AAS - Networking
Scott Community College
Bettendorf, IA08.2015
Skills
- Windows 7/81/10/11
- Microsoft Office Suite
- SharePoint
- UAT Testing
- Advance Troubleshooting
- ServiceNow
- CA Service Desk
- Active Directory
- Project Management
- Knowledge Documentation
- Communication
- Collaboration
- Adaptable
- Organized
- Time management
- Problem solving
- Customer service
- Critical thinking
Websites
Timeline
Service Desk Engineer Tier II
Twin State Technical Services
07.2023 - Current
CATT Senior Associate
RSM US LLP
01.2019 - 01.2023
Information Technology Coordinator
RSM US LLP
01.2017 - 01.2019
Service Desk Analyst
RSM US LLP
01.2015 - 01.2017
AAS - Networking
Scott Community College
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