Ashley King

Customer Service & Support Representative Specialty

PNC Bank, N.A., Houston, Texas

• Assist customers with issues regarding Checking and Savings accounts
• Assist customers in filing complaints, disputes, and security incident reports
• Track down missing payments, transfers, and checks
• Assist customers with issues regarding mortgages and consumer installment loans
• Assist customers with loan payoff processes
• Assist coworkers with policies, procedures, and accessing information
• Assist customers in finding access to government resources involving vehicle titles and real property deeds
• Assist customers who were victims of fraud
• Assist branch employees with specialized needs and queries
• One of the original members of the new LMS team to act as a help desk and point of escalation for mortgages and consumer installment loans
• Created a browser-based search engine for internal call center use, an amortization calculator for the mortgage and lending teams, and an escrow analyzer for mortgage teams. Also created a converter for importing PNC business checking statements into Quickbooks
• Worked on the Business Banking team, supporting small business owners

Regional Network Specialist

Texas Health and Human Services Commission, Houston, Texas

• Troubleshoot network difficulties
• Search for and eliminate security problems and remove viruses and malware
• Install and update software and hardware
• Set up computers for new employees and new computers to replace off-lease systems
• Provide new procedures for solving problems when new bugs appear or to eliminate problems from existing procedures
• Communicate standards and issues to users and vendors to ensure maximum compatibility, smooth operation, and adherence to federal privacy standards
• Assisted clients in finding the DSNAP centers and FEMA offices after Hurricane Harvey
• Transport and secure equipment between offices
• Provide troubleshooting relating to VPN problems

Help Desk Technician

CompuCom, Houston, Texas

• Provided Windows 7 migration support to employees of Cigna Health Care
• Performed software installations to newly migrated computers
• Provided training in Windows 7 and MS Office 2010 usage
• Assisted in resolving compatibility issues with users just migrated to Windows 7
• Provided assistance with end user account issues, including lockouts and password resets
• Acted as a Level 2 escalation point

Server Administrator/ Website Designer

Actual I.T., Houston, Texas

• Built and managed servers to support client needs
• Researched Open Source alternatives to existing closed-source technologies
• Designed client websites and redesigned the corporate website
• Assisted with administrative issues such as billing and data entry
• Answered customer calls and assisted in resolving problems that arose at client sites
• Configured servers with Linux, UNIX, Zimbra, Zarafa, Nginx, Apache, PHP, VMware, MySQL, and OpenVPN
• Maintained workstations with MS Office, Windows XP and Windows 7, and Linux
• Recovered multiple client computers from ransomware

Help Desk Technician

CompuCom, Houston, Texas

• Provided help desk support to employees of Booz Allen Hamilton
• Answered questions regarding benefits, payroll, and software usage
• Performed remote troubleshooting of computer problems both via remote desktop and by guiding callers verbally
• Reported, monitored, and assisted with major outages and helped find temporary workarounds

Salem International University, Salem, West Virginia

BS in Computer Science

Specialization in Software Development

Summa Cum Laude

Student Government Association Award

Salem International University, Salem, West Virginia

BS in Information Technology

Cybersecurity Specialization

Summa Cum Laude