Alexandria Garvin
Help Desk
Brooklyn,NY
Summary
Adept in remote support and renowned for exceptional teamwork, I significantly enhanced customer satisfaction at IBM by swiftly resolving complex technical issues. My expertise spans software installation to network troubleshooting, underpinned by a proactive approach to incident management. My tenure at Beacon Hill and Concentrix is marked by a commitment to security protocols and effective time management, ensuring optimal service delivery.
Overview
15
15
years of professional experience
Work History
Help Desk Support Specialist
Beacon Hill
02.2023 - 01.2025
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Configured hardware, devices, and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
Technical Support Representative
Concentrix
08.2019 - 03.2023
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Help Desk Support Specialist
IBM, Alliance of Professionals and Consultants
05.2010 - 10.2018
- Delivered outstanding first-contact resolutions by leveraging advanced technical skills and analytical abilities.
- Identified client needs effectively through active engagement, enabling precise problem resolution and improved outcomes.
- Delivered timely resolutions by prioritizing urgent requests and managing numerous tickets simultaneously.
- Resolved technical issues swiftly, enhancing customer satisfaction through professional support.
Education
High School Diploma -
Mildred Elley
Albany, NY 05.2001 -
Associate of Applied Science - Computer And Information Sciences
University of Phoenix
Tempe, AZ 05.2001 -
Skills
Remote support
Software installation
Network connectivity
Incident management
Application support
Security protocols
System administration
Ticketing systems
Operating systems
Network troubleshooting
Technical support
Teamwork and collaboration
Time management
JavaScript programming
Timeline
Help Desk Support Specialist
Beacon Hill
02.2023 - 01.2025
Technical Support Representative
Concentrix
08.2019 - 03.2023
Help Desk Support Specialist
IBM, Alliance of Professionals and Consultants
05.2010 - 10.2018
High School Diploma -
Mildred Elley
05.2001 -
Associate of Applied Science - Computer And Information Sciences
University of Phoenix
05.2001 -