Ambur Thomas
Urbana,IL
Summary
I aim to leverage my skills to successfully fill the Service Desk Technician role at your company. Highly motivated professional with experience providing technical support to computer users. Skilled in troubleshooting hardware and software issues and resolving problems quickly. Committed to providing excellent customer service and ensuring client satisfaction. Friendly Help Desk Technician with 9 years of quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communication even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide technical responses.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Help Desk Technician
State Universities Retirement System
09.2022 - Current
- Manage, monitor, and control the ticketing system used by my organization.
- Provide support to end users for computer hardware, software, and system issues.
- Identify, research, and resolve technical problems of moderate complexity.
- Respond to telephone, email, and online requests for technical support.
- Document, track, and monitor problems using applicable systems and tools.
- Coordinate with my team and other departments to resolve user issues.
- Assist our System and Network administrator as needed.
- Develop/update user procedures.
- Interact with vendors for aid when necessary.
- Follow up with customers.
- Provide feedback on processes and make recommendations on areas to improve.
- Maintain technical documentation and service catalog on installation of software, configuration of hardware, and problem troubleshooting.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Answer all client support queries.
- Running software diagnostic tools and physically inspecting hardware systems.
- Providing basic computer knowledge.
- Installing and upgrading hardware and software systems.
HELP DESK SPECIALIST
Champaign Unit 4 School District
12.2021 - 09.2022
- Answer all client support queries
- Provide excellent customer support in person, over the phone, or via remote access
- Perform diagnostics with computer software, peripherals, and hardware
- Running software diagnostic tools and physically inspecting hardware systems
- Performing problem-solving processes with customers
- Providing basic computer knowledge
- Installing and upgrading hardware and software systems
- Coordinate follow ups with clients
- Complete support tickets
- Maintain our support ticketing system
- Authorize and create new employee accounts
- Delegate support tickets to technicians
- Maintain parts inventory and purchasing
- Troubleshoots, diagnoses, and repairs hardware problems in all District devices
- Facilitates the replacement, updating, and maintenance of computer software
- Sets up and installs devices for use by students and staff Installs and maintains network infrastructure in cooperation with others
- Maintains an adequate inventory of needed supplies and makes recommendations for purchases
- Maintains communication with Help Desk Specialists to better provide support to District staff
- Assists with maintaining an inventory of the District's devices using the approved asset management system
- Trains staff working with networked devices to use and maintain the devices
- Facilitates the training of persons using hardware, software, and online productivity tools
- Assists vendors' technicians during on-site warranty service calls
- Answers department phones, assists callers, and redirects calls to others as necessary
- Escalates difficult issues to Computer Technician IIs for further investigation and assistance, as necessary.
COMPUTER TECHNICIAN 1
Champaign Unit 4 School District
06.2021 - 12.2021
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Linked computers to network and peripheral equipment.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Troubleshoots, diagnoses, and repairs hardware problems in all District devices
- Facilitates replacement, updating, and maintenance of computer software
- Sets up and installs devices for use by students and staff Installs and maintains network infrastructure in cooperation with others
- Maintains an adequate inventory of needed supplies and makes recommendations for purchases
- Maintains communication with Help Desk Specialists to better provide support to District staff
- Assists with maintaining an inventory of the District's devices using the approved asset management system
- Trains staff working with networked devices to use and maintain the devices
- Facilitates the training of persons using hardware, software, and online productivity tools
- Assists vendors' technicians during on-site warranty service calls
- Answers department phones, assists callers, and redirects calls to others as necessary
- Escalates difficult issues to Computer Technician IIs for further investigation and assistance, as necessary
DISPATCHER/ HELP DESK SPECIALIST
Champaign Unit 4 School District
08.2013 - 07.2021
- Answer all client support queries.
- Provide excellent customer support in person, over the phone, or via remote access.
- Perform diagnostics with computer software, peripherals, and hardware.
- Running software diagnostic tools and physically inspecting hardware systems.
- Performing problem-solving processes with customers.
- Providing basic computer knowledge.
- Installing and upgrading hardware and software systems.
- Coordinate follow-ups with clients.
- Complete support tickets.
- Maintain our support ticketing system.
- Authorize and create new employee accounts.
- Delegate support tickets to technicians.
- Maintain parts inventory and purchasing.
Education
BSPM IN PROJECT MANAGEMENT CANDIDATE -
Colorado Technical University
CO, Expected graduation Nov 2023HIGH SCHOOL DIPLOMA -
Urbana High School
Urbana, IL06.2002
Skills
- Highly Proficient in Microsoft 0365
- Can type 40 WPM and proficient in Critical Thinking
- Proficient in Transfinder Software
- Proficient in Google Admin Console
- Proficient in ConnectWise Remote Support Software
- Monitor, manage, and communicate changes to a project's scope
- Excellent communication skills
- Proficient in ExacqVision Software
- Proficient in CardAccess 4k software
- Experience in Microsoft Azure/DevOps
- Proficient in TDX software
Certification
- Commercial Driver's License
- Foundations of Project Management Certificate
- Technical Support Fundamentals Certificate
- ITIL 4 Foundation
- Microsoft Office Excel 2019
- Working with Upset Customers Certificate
- Creating Positive Conversations with Challenging Customers Certificate
- Customer Service Mastery Certificate
Timeline
Help Desk Technician
State Universities Retirement System
09.2022 - Current
HELP DESK SPECIALIST
Champaign Unit 4 School District
12.2021 - 09.2022
COMPUTER TECHNICIAN 1
Champaign Unit 4 School District
06.2021 - 12.2021
DISPATCHER/ HELP DESK SPECIALIST
Champaign Unit 4 School District
08.2013 - 07.2021
BSPM IN PROJECT MANAGEMENT CANDIDATE -
Colorado Technical University
HIGH SCHOOL DIPLOMA -
Urbana High School
Similar Profiles
Kacie LeKacie Le
Accounting Administrator II, Manager at California State Teachers' Retirement SystemAccounting Administrator II, Manager at California State Teachers' Retirement System
Kimberly AnthonyKimberly Anthony
Administrative Specialist II at Maryland State Retirement and Pension System AgencyAdministrative Specialist II at Maryland State Retirement and Pension System Agency
AVNEESH KAUR KEHALAVNEESH KAUR KEHAL
Staff Services Analyst at California State Teachers' Retirement SystemStaff Services Analyst at California State Teachers' Retirement System
Dathan EllisDathan Ellis
Crew Member at Champaign County LandscapeCrew Member at Champaign County Landscape
Sandip ChorghadeSandip Chorghade
Research Scientist / Senior Postdoctoral Fellow at University of Illinois at Urbana-ChampaignResearch Scientist / Senior Postdoctoral Fellow at University of Illinois at Urbana-Champaign