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Resourceful experienced computer support skilled with over 10 years of experience in adaptive technology . Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits. Versatile Service Desk Agent with Information technology and dedication to learning more towards providing exceptional customer service. Resolved user service requests during previous year and achieved 80% satisfaction rate. Excellent communications skills and attention to detail enabled superior results. Resourceful Service with exceptional insight and knowledge of Microsoft application and remote tech support. Offering over 10 years of experience providing expert-level support to users within any demographic. Polished in customizing desktop applications, installing computer applications and peripherals and recording technical issues. Familiar with Windows, Linux and Mac OS environments.
| Enterprise Resource Planning (ERP)
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- Resolved 80% of computer and system networking problems to maintain user productivity.
- Monitored hardware, software and peripheral performance against organizational expectations.
- Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.
- Followed up with 25-50 clients daily to verify optimal customer satisfaction following support engagement and problem resolution.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Processed 25-75 Service Now ticket support daily for tech assistance on wide range of issues related to ticket request.
- Resolved Repair Dell computer hardware problems, replaced parts improved operations and provided exceptional client support.
- Worked with desk side customers to understand needs while providing Win 10 and Microsoft application software service.
- Handled calls per ticket to address customer inquiries and concerns.
- Investigated hardware product issues involving materials and software and devised solutions.
- Replaced computer hardware components and peripheral devices including power supplies, heat sinks, hard-drives and integrated circuit boards.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Tracked replacement parts and recorded shipping and reconciled accounts to maintain accurate, current and Dell compliant financial records.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and remote policies.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Installed new hardware and software, patched systems and configured settings.
- Supported and maintained user account information, including rights, security and systems groups.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Engaged in user support interactions via telephone, chat and email platforms.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Analyzed IPad and Printer troubleshooting methods needed for quick remediation.
- Configured hardware, devices and software to set up work stations for employees.
- Washtenaw Intermediate School District Sentinel monitored and managed over 500 inventory for laptop loaners and connectivity issues that prevented execution of user-initiated tasks for teachers and students.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Installed, modified and repaired software and hardware to resolve technical issues
- Resolved technical issues by troubleshooting.
- Used ServiceNow ticketing systems to manage and process support actions and requests.
- Logged support tickets and closed when issues were resolved.
- Maximized use of hardware and software by training users and interpreting instructions.
- Installed and updated hardware, software and applications on Mac and PC devices.
- Provided technical support issues remotely utilizing software, including Cerner application , McKesson application and PowerChart, Avaya, Cisco and phone support, and WebEx chat.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted customers by troubleshooting and resolving technical problems.
- Consistently responded to customer service emails within standard window for optimal response.
- Delivered technical support to 25-70 users each day.
Marygrove College - Detroit, MI
- Member of Alpha Kappa Alpha
- Minored in Arts
- Continuing education in Computers information System
- Majored in Human Ecology
University of Phoenix - Tempe, AZ
- Coursework:
VPN
Microsoft Windows
Citrix
Active Directory
Microsoft Windows
Help Desk
Network Support
TCP/IP
Remote Access Software
University of Phoenix - Tempe, AZ
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School Attended
- Marygrove College
- University of Phoenix
- University of Phoenix
Job Titles Held:
- Service Desk Analyst
- Desktop Support Analyst
- Service Desk Technician
- Help Desk Analyst II
Degrees
- Bachelor of Arts
- Associate of Arts
- No Degree
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