AMANDI FERREIRA
New Orleans,LA
Summary
Dynamic Customer Service & Help Desk Technician with a proven track record at Teleperformance, excelling in advanced technical troubleshooting and customer service excellence. Recognized for achieving high first-call resolution rates while effectively resolving complex issues. Proficient in hardware diagnostics and adept at fostering positive client relationships.
Overview
7
7
years of professional experience
Work History
Customer Service & Help Desk Technician
Teleperformance
12.2023 - 05.2025
- Provided Tier I-II support by diagnosing and resolving connectivity, software, and hardware issues.
- Delivered technical assistance via phone, email, and remote tools.
- Escalated complex technical problems to senior technicians.
- Maintained accurate ticket documentation and followed escalation procedures.
- Exceeded quality assurance and customer satisfaction goals.
Customer Service & Technical Support Advisor
Concentrix
11.2020 - 10.2023
- Troubleshot complex technical and service issues.
- Assisted non-technical users with clear explanations.
- Collaborated with senior technicians to resolve advanced cases.
- Prioritized first-call resolution to increase customer satisfaction.
Phlebotomist
Medivolve
05.2019 - 08.2019
- Registered patients, verified insurance, and provided administrative support.
- Collected and processed blood specimens with accuracy.
- Ensured confidential handling of medical documentation.
Security Officer
Securitas
10.2018 - 04.2019
- Patrolled facilities and monitored surveillance systems.
- Documented incidents and supported staff and visitors.
- Maintained professional and secure work environments.
Education
Bachelor of Science - Computer Science, Digital Forensics
National University
01.2026
Skills
- Advanced Technical Troubleshooting
- Tier I & Tier II Help Desk Support
- Hardware & Software Diagnostics
- Basic Networking (TCP/IP, DNS, DHCP, VPN)
- Windows & macOS Support
- Active Directory & Office 365
- Remote Access Tools
- Customer Service Excellence
- Ticketing Systems & Documentation
- Field Support & On-Site Technical Service
- System Installation & Configuration
- Problem Solving & Conflict Resolution
Additional Qualifications
- Valid driver's license and reliable transportation
- Strong communication and multitasking skills
- Ability to perform on-site support and infrastructure tasks
Timeline
Customer Service & Help Desk Technician
Teleperformance
12.2023 - 05.2025
Customer Service & Technical Support Advisor
Concentrix
11.2020 - 10.2023
Phlebotomist
Medivolve
05.2019 - 08.2019
Security Officer
Securitas
10.2018 - 04.2019
Bachelor of Science - Computer Science, Digital Forensics
National University