, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Hardworking and reliable employee with strong ability in multitasking. Offering bilingual skills. Highly organized, proactive and punctual with team-oriented mentality.
Skills
Account Administration
System Performance Assessments
Tracking and Documentation
Teamwork and Collaboration
Customer Service
Attention to Detail
Issue and Resolution Tracking
Organizational Skills
Error Detection
Help Desk Support
Multitasking and Prioritization
Customer Service Support
Resolving Problems and Incidents
Verbal and Written Communication
Positive and Upbeat
Service Desk Team Management
Problem-Solving
Project Coordination
Friendly and Patient
Remote Technical Support
Translation Revisions
Bilingual Spanish/English
Experience
07/2021 to CurrentDirector of Hosted DesktopWintellect | Portland, OR,
Managed staff, financials and key performance indicators to facilitate business operations.
Successfully improved employment turnover through creating incentive and training programs.
Resolved service requests by individually troubleshooting and addressing user issues.
Handled maintenance tasks to promote improved network availability.
Prioritized and fielded IT ticket requests, providing technical support, troubleshooting and issue resolution to maintain system performance levels.
Assisted end users with diagnostics to resolve issues.
Answered user questions about computer and Cloud use.
Assisted customers with instructional support and product troubleshooting.
Opened service tickets for clients, documenting user information and description of problem.
Supported customers with password resets and account customization.
Created new accounts, reset passwords and configured access to servers and file management software for users.
Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
Assisted customers with various types of technical issues via email, live chat and telephone.
Managed user profiles, security access and shared file structures.
Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Removed malware and viruses from laptops and desktop systems using specialized software.
01/2015 to CurrentCloud Support TechnicianTend | Washington, DC,
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Spanish Support/Translator for Spanish speaking clients
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Supported employees with advanced troubleshooting on helpdesk tickets.
Assisted in technical support process refinement to improve customer service and support.
Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
Responded to support tickets within established timeframe to improve customer service.
Responded to many individual tickets every week to provide end-user support on systems and software.
Trained new employees on support processes, procedures and knowledge base.
Managed helpdesk vendors and software cycles.
Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Worked with customer service supervisors to resolve customer concerns on daily basis.
Developed training materials
Developed daily, weekly and monthly reports on help desk team's productivity.
Fielded complaints and feedback from customers about service and employees.
Worked to resolve technical issues for global users
Served as level-three support escalation point
06/2011 to 01/2015Dental AssistantWendy's | Highland Park, MI,
Sanitized equipment, cleaned treatment rooms and restocked supplies after each patient's treatment to maintain cleanliness and prepare for next patient.
Spanish Support/Translator for Spanish speaking Patients
Gathered and reviewed patient records, data and health history to share with dentists for quick and accurate patient assessments, diagnoses and treatment.
Created dental x-rays using traditional and digital methods to help dentists detect tooth decay, cavities and other issues needing to be treated.
Took bitewing, periapical, panoramic and occlusal X-rays and prepared for dentists to review.
Laid out dental instruments and equipment before procedures.
Entered patient data into dental records system and observed confidentiality rules to maintain patient privacy.
Educated patients on techniques to optimize oral hygiene, control plaque and protect teeth and gums.
Prepared patients by explaining scheduled treatments and potential side effects.
Assisted dentist during examinations by retracting patient's cheeks and tongue.
Documented patient records with procedures performed and added notes taken to charts.
11/2007 to 06/2011Shift LeaderSouthern States Cooperative, Inc. | Petersburg, WV,
Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
Delegated tasks to employees and monitored activities and task completion.
Positioned skilled staff in key areas throughout shift to optimize department productivity.
Assisted general manager with operations game plan and company initiatives implementation.
Checked orders for quality and completeness.
Handled escalated customer concerns and emergencies in absence of manager or supervisor.
Coordinated shift workers for inventory receiving, auditing and restocking.
Resolved customer complaints and reported issues to senior management.
Documented receipts, employee hours and inventory movement.
Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
Held performance reviews to identify and correct areas needing improvement.
01/2005 to 11/2007CashierCompany Name | City, State,
Collected payments and provided accurate change.
Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
Helped customers find specific products, answered questions and offered product advice.
Worked closely with front-end staff to assist customers.
Accepted cash and credit card payments, issued receipts and provided change.
Trained new team members in cash register operation, stock procedures and customer services.
Operated cash register or POS system to receive payment by cash, check and credit card.
Discounted purchases by scanning and redeeming coupons.
Processed refunds for worn, damaged and broken merchandise.
Education and Training
Expected in 05/2016Associate of Science | Liberal Arts And General StudiesQueensborough Community College of The City University of New York, Oakland Gardens, NYGPA:
Expected in 06/2008High School Diploma | Greater NY Academy, Woodside, NY, GPA:
Expected in Bachelor of Science | York College of The City University of New York, Jamaica, NYGPA:
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Resume Overview
School Attended
Queensborough Community College of The City University of New York