1. Brittany Horne
P R O F E S S I O N A L O B J E C T I V E
Seeking to obtain a challenging occupation that will develop into a long-term career
involving research, investigation, and analysis.
P R O F E S S I O N A L S T R E N G T H S
Technical Troubleshooting Hardware / Software Configurations
Business Process Optimization Preventive Maintenance
Electronic Document Management System Information Asset Management systems
Technical Writer – EPAK Knowledge User Training Support
Customer Service Problem analysis and resolution
W O R K E X P E R I E N C E H I G H L I G H T S
Reser's Fine Foods
March 2014 to Present | Portland, OR
MIS/IT/EDI Associate
• Entering, modifying, and tracking data in the AS400/ERP system
• Reviewing project documentation to ensure accuracy and completion
• Providing research support via Internet or reports/documents
• Participating in team meetings to provide updates and address action items
• Provide first line support for internal IT/IS/EDI requests
• Resolve user issues submitted via helpdesk, phone, email or chat
• Promptly document help desk tickets/resolutions
• Monitor, log and track all phases of help desk support
• Responds promptly to all internal requests for helpdesk (phone, email, helpdesk tickets)
using effective communication skills
• Maintain or add knowledgebase articles for undocumented issues and processes, using
clear and precise information
• Gather and present Helpdesk statistics and work closely with the Helpdesk Service
Delivery Manager to define baseline service position and deliver on continuous

2. Brittany Horne
improvement/business transformation objectives
• Assist in the development of prioritization criteria and ensure prioritization policy is
being effectively enacted by the Helpdesk team
• Liaise with the Group user population, proactively seeking feedback, identifying where
the service can be improved and following this through to ensure the benefits are
realized
• Assist the project manager with defining project resource requirements, project plan
and WBS (Work Breakdown Structure)
Yahoo!
Co nt ra ct th ro u gh Ta pf in
August 2013 to February 2014 | Portland, OR
Customer Care Manager
• Provided world-class Account Security service to over 10.000 Yahoo! customers by
having a high level of discretion, handling highly sensitive material and information
• Successfully resolved complex customer e-mail and telephone inquire through the
use of multiple customer support tools
• Assisted customers with inquires while provided consultative support and
recommendations
• Effectively articulated complex information to a variety of technical and non
technical customers
• Educated customers on Account Security and how to be successful
• Identified and evaluated opportunities to increase customer retention and
satisfaction through to use of up/cross services and products
• Successfully performed against department scorecard metrics including Quality
Assurance, under the average handle time, and customer satisfaction rating
Columbia Associates Financial Group
April 2011-August 2013 | Portland, OR
Client Services Manager
• Prepared presentations for review meetings with clients
• Processed and verified the accuracy of all financial transactions and accounts
• Ran custom performance reports for individual accounts and households
• Prepared all documentation in regards to retirement and savings accounts
• Utilized advanced Microsoft Excel skills daily to analyze business data
• Provided all administrative support to the Financial Advisor/Owner
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3. Brittany Horne
• Ensured all daily check deposits were made and invested in a timely manner
E D U C A T I O N
Portland State University, Portland, Oregon
December 2010 | Portland, OR
Bachelors of Science, Business Administration: Management and Leadership
Honors: Cum Laude
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