Abigail Daara
Oklahoma City,OK
Summary
Dedicated IT Support Professional with proven experience in Help Desk environments, adept at delivering exceptional technical support and troubleshooting for end users. Proficient in Microsoft Office Suite and Microsoft Teams, facilitating seamless collaboration and communication. Skilled in Active Directory management, including user account creation and access control. Strong hardware troubleshooting capabilities ensure minimal downtime for users.
Recognized for critical thinking and problem-solving abilities, efficiently resolving complex technical issues while effectively communicating technical concepts to non-technical users. Experienced in collaborating within team-oriented settings and committed to providing outstanding customer service. Highly organized with the ability to multitask and prioritize in fast-paced environments, dedicated to continuous learning and staying current with emerging technologies.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
SSM Health
04.2022 - 10.2024
Provided exceptional customer service by assisting clients with technical issues via phone and email, achieving a customer satisfaction rating of over 95%.
Demonstrated strong troubleshooting skills by diagnosing and resolving hardware and software problems for both Windows and Apple systems.
Adapted quickly to new technologies and software applications, reducing resolution times by 20%.
Created and formatted clear, concise documentation and user guides, enhancing team knowledge sharing and improving user experience.
Customer Service Representative
Walgreens
03.2017 - 04.2020
Utilized outstanding verbal and written communication skills to handle customer inquiries and concerns, consistently meeting performance targets.
Developed proficiency in Microsoft Office and Google apps, streamlining reporting processes and improving team efficiency.
Collaborated with technical teams to resolve complex issues related to printers and computer hardware, ensuring minimal downtime for customers.
Trained new staff on customer service protocols and technical troubleshooting, fostering a collaborative and knowledgeable team environment.
Education
Associate of Arts -
Oklahoma City Community College
Oklahoma City, OKAssociate of Applied Science -
Oklahoma City Community College
Oklahoma City, OKSkills
Technical Skills
Help Desk Support: Proven experience in providing technical support and troubleshooting for end users in a Help Desk or IT Support role
Microsoft Suite Proficiency: Expert in Microsoft Office applications (Word, Excel, PowerPoint) and Microsoft Teams for collaboration and communication
Active Directory Management: Skilled in creating user accounts, managing permissions, and implementing access controls within Active Directory
- Hardware Troubleshooting: Knowledgeable in diagnosing and resolving hardware issues, ensuring minimal downtime for users
Critical Thinking: Excellent problem-solving abilities to analyze and resolve complex technical issues efficiently
Technical Communication: Strong ability to convey technical information clearly to non-technical users, enhancing user understanding and satisfaction
Teamwork & CollaborationTeam Collaboration: Experience working effectively in team-oriented environments, collaborating with IT professionals to deliver optimal support
Customer Service Focus: Committed to providing exceptional customer service, ensuring a positive experience for all end users
Organizational SkillsMultitasking Ability: Highly organized with the capacity to manage multiple tasks and prioritize effectively in fast-paced environments
Continuous Learning: Willingness to stay current with emerging technologies and IT best practices, fostering a proactive approach to support
Certification
Help Desk Support
Timeline
Technical Support Specialist
SSM Health
04.2022 - 10.2024
Customer Service Representative
Walgreens
03.2017 - 04.2020
Associate of Arts -
Oklahoma City Community College
Associate of Applied Science -
Oklahoma City Community College