Amber Wilkins
Bogalusa,LA
Summary
Friendly Help Desk Technician with 2 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
2
2
years of professional experience
Work History
Help Desk Technician
NRTC - National Rural Telecommunications Cooperative
10.2022 - Current
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Implemented preventative measures that reduced recurring technical issues faced by users, increasing overall efficiency levels.
- Participated actively in ongoing professional development opportunities, staying current on industry trends and advances in technology.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Monitored systems in operation and quickly troubleshot errors.
- Promoted positive work culture within the team by providing constructive feedback, fostering collaboration, and maintaining a solution-oriented mindset.
- Assisted with the implementation of new technology solutions, contributing to successful organizational growth.
- Optimized helpdesk workflows by identifying areas for improvement and implementing necessary changes.
- Served as a knowledgeable resource for colleagues seeking advice on complex technical problems or projects.
- Researched product and issue resolution tactics to address customer concerns.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Conducted regular training sessions to improve employee technical knowledge and skills.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Developed and implemented preventive maintenance procedures.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Education
Associate of Science - Information Technology And Networking
DeVry University
Chicago, ILBachelor of Science - Information Technology And Networking
DeVry University
Villa Park, IL04.2025
Certification - Cybersecurity
DeVry University
Chicago, IL02.2022
Skills
- Software Updates
- Issue Resolution
- Hardware Repair
- Remote System Analysis
- Security Protocols
- Ticket management
- Operating systems knowledge
- Remote Support
- Software Installation
- Help Desk Software
- Network support
- Technical Support
- Troubleshooting Network Issues
- Problem-Solving
- Attention to Detail
- Remote Technical Support
- Help Desk Support
- Online Chat Support
- Active Listening
- Collaborative Team Player
Timeline
Help Desk Technician
NRTC - National Rural Telecommunications Cooperative
10.2022 - Current
Associate of Science - Information Technology And Networking
DeVry University
Bachelor of Science - Information Technology And Networking
DeVry University
Certification - Cybersecurity
DeVry University
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