Looking for a stable remote opportunity where I can leverage my experience in project management, customer support services, process improvement, platform workflows, and cross-functional coordination to deliver high-quality support to maintain excellent service standards. I value clear communication, operational efficiency, and an organization that respects professional autonomy.
RR
Looking for a job
Rayna Reid
@raynareid
Highly organized and disciplined IT professional with 10 years of proven remote experience working in Project Mgmt., Customer & Technical Support.
United StatesWhat I'm looking for
Highly organized and disciplined with nearly 10 years of proven remote work experience, with a background in Project Coordination, Customer & Technical Support, Help Desk Operations, and AI Data Evaluation. Experienced in coordinating technology initiatives, managing schedules and deliverables, improving workflows, and supporting cross-functional teams. Proficient in enterprise applications, SaaS platforms, and project management tools, with a 70–80% first-contact incident resolution rate without developer escalation.
Experience
Work history, roles, and key accomplishments
FL
Current
Technical & Administrative Support Specialist
Fidelity Tax Services, LLC
Nov 2021 - Present (5 years)
Supported office automation and document-management processes. Developed customer-facing materials communicating tax readiness and changes in tax laws, and assisted with administrative processes and information management.
OU
AI Data Trainer
Outlier via Upwork
Dec 2025 - Feb 2026 (2 months)
Evaluated AI-generated responses for accuracy, relevance, and quality. Provided feedback and data annotations to improve AI model performance.
PL
Business Development Coordinator/Technical Specialist
Preferred Nursing, LLC
Jan 2024 - Oct 2025 (1 year 9 months)
Improved operational efficiency by automating business processes, replacing manual data entries which accelerated turnaround times and reduced administrative overhead. Designed and maintained a centralized electronic document retention and version control framework to ensure data integrity and compliance.
AT
Sr. Solutions Analyst – Support Operations
Ascension Technologies
Feb 2012 - Nov 2021 (9 years 9 months)
Provided cross-platform support and managed workflows for ServiceNow, Smartsheet, SendWordNow, and SharePoint environments. Maintained a 70-80% incident resolution success rate directly within the support queue without requiring software developer escalation.
AT
Technology Engineering Analyst/Problem Management
Ascension Technologies
Jul 2010 - Feb 2012 (1 year 7 months)
Analyzed support ticket queues and system incident logs to isolate trends, mitigating recurring technical issues for remote users. Coordinated communication bridge calls between support agents, technical infrastructure teams, and vendor managers to accelerate service restoration.
Infrastructure Business Analyst
Documented system configurations and tracked validation timelines for a nationwide technology infrastructure renewal and server hosting initiative.
FT
Project Coordinator
First American Title
Coordinated a 15,000-user Active Directory cutover, managing schedules, risks, milestones, logistics, and stakeholder communications.
CB
Client Resolution Specialist
Comerica Bank
Provided direct hardware, software, and systems administration support during enterprise desktop and device upgrade initiatives.
EE
Project Manager
Electronic Data Systems (EDS)
Led a hardware deployment for a new 200-seat GMAC call center with 100% operational readiness. Managed logistical hardware, scheduling, and infrastructure rollout.
EE
Business Systems Analyst/Change Mgmt. Specialist
Electronic Data Systems (EDS)
Supported change-control and technology transition initiatives for the Daylight Savings and Server Decommissioning projects.
CB
Project Coordinator
Comerica Bank
Coordinated branch-level router installations across Michigan and Texas. Managed deployment schedules, logistics, and vendor communications.
Education
Degrees, certifications, and relevant coursework
University of Phoenix
Information Systems
Completed coursework in Information Systems.
Oakland Community College
Associate of Applied Science, Accounting
Earned an Associate of Applied Science in Accounting.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United StatesAuthorized to work in
Salary expectations
56k+ USD
Job categories
Skills
Project CoordinationIT Project ManagementCustomer SupportTechnical SupportHelpdesk operationsIncident ManagementProblem ManagementWorkflow ManagementProcess ImprovementProcess AutomationSchedulingRelease TrackingVendor coordinationRequirements GatheringChange ManagementServiceNowSmartsheetSalesforceService Request ManagementTicket ManagementReporting and AnalyticsSaaSCRMITILAgile
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