Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Languages
References
Timeline
Generic

Alicia Warner

Summary

Dedicated customer service representative with extensive experience in the industry, known for fostering strong client relationships and ensuring high levels of customer satisfaction. Demonstrates a results-oriented approach, leveraging a positive attitude and resilience to contribute to team success and drive business growth. Proven ability to establish rapport with clients and cultivate partnerships that enhance customer loyalty.

Overview

13
13
years of professional experience
1
1
Certification

Work History

L2 Desktop Support Engineer

Selective Insurance
Branchville, NJ
01.2021 - 04.2025
  • Transitioned device management operations from SCCM to MS Intune Autopilot during enterprise-wide rollout.
  • Participated in transitioning from AirWatch to Intune MDM for iPhones.
  • Set up equipment for employee use, performed, and ensured proper installation of cables, operating systems, and appropriate software.
  • Delivered technical assistance for desktop software and hardware.
  • Coordinated workflow procedures for both second-level support and deployment teams through efficient queue management.
  • Managed comprehensive inventory records for IT assets utilized by organization through ServiceNow.
  • Identified issues on Windows-operated laptops in both physical and virtual environments.
  • Created comprehensive IT procedure documents for internal team use, as well as end-user documentation.
  • Diagnosed basic network problems by running ping tests and traceroutes to isolate the source of the issue.

Service Desk Technician

Selective Insurance
Branchville, NJ
06.2012 - 04.2025
  • Delivered comprehensive first and second-level phone support within a collaborative setting.
  • Leveraged Nexthink and software tools to enhance operational efficiency.
  • Maintained adherence to IT policies, procedures, and standards throughout the organization.
  • Provided timely solutions to customer concerns across multiple support queues.
  • Regularly revised and sustained the database of knowledge articles.
  • Facilitated the rollout of smartphones via AirWatch, with a later shift to Intune.
  • Verified user access within Active Directory by managing account details and collaboration with ITS Security for escalation.
  • Utilized remote access tools to diagnose and repair various computer systems.
  • Updated knowledge base articles regularly to improve efficiency when responding to common customer inquiries.
  • Delivered support for internet service and connectivity-related issues pertaining to the operating system, PC, and browser configuration.

Education

Associate of Arts -

County College of Morris
Randolph Township, NJ
05-2000

Skills

  • Customer Service
  • Mobile Device Management
  • Windows Autopilot
  • Azure Active Directory (Azure AD)
  • Windows 11
  • MS Office O365
  • Remote assistance
  • Dependable and responsible
  • Supervision and leadership
  • Flexible and adaptable

Affiliations

  • Volunteer at both district and Troop (unit level) in various positions in the BSA Scouting
  • Volunteer Instructor of youth ages 3-16 at Vernon Valley Karate Academy

Certification

  • 55348 Administering Microsoft Endpoint Configuration Manager
  • ITIL Foundation
  • MCDST (Microsoft Certified Desktop Support Technician)
  • CompTIA A+
  • American Red Cross CPR Healthcare provider
  • NJ 911 Operator

Languages

English
Professional

References

References available upon request.

Timeline

L2 Desktop Support Engineer

Selective Insurance
01.2021 - 04.2025

Service Desk Technician

Selective Insurance
06.2012 - 04.2025

Associate of Arts -

County College of Morris

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Alicia Warner