Amyya Coates
Washington
Summary
Achieved high customer satisfaction by expertly managing help desk tickets and resolving complex technical issues for Kaiser Permanente. Skilled in diagnosing and fixing hardware, software, and network problems, I excel in collaborative environments, ensuring timely solutions and maintaining system integrity. My proactive approach and effective communication have been pivotal in enhancing IT support services.
Overview
5
5
years of professional experience
Work History
Technical Support Assistant
The World Bank
Washington, DC
07.2021 - Current
- Provided first-level technical support to employees via phone and email.
- Diagnosed and resolved hardware and software issues for desktops, laptops, and peripherals.
- Assisted in the setup and configuration of new computers and software applications.
- Documented troubleshooting steps and resolutions in the help desk ticketing system.
- Collaborated with team members to escalate complex issues as needed.
Help Desk Support Technician
Kaiser Permanente
Rockville, MD
06.2019 - 07.2021
- Provided technical support and resolved hardware, software, and network issues for end-users via phone, email, and in person.
- Diagnosed and resolved technical problems related to desktops, laptops, printers, and mobile devices.
- Managed help desk tickets and ensured timely resolution of issues while maintaining high customer satisfaction.
- Installed, configured, and maintained operating systems, software applications, and hardware components.
- Collaborated with team members and escalated complex issues to appropriate IT staff when necessary.
Education
High School Diploma -
Crossland High School
Temple Hills, MD05.2019
Skills
- Proficient in troubleshooting Windows and macOS operating systems
- Ticket management
- Strong understanding of computer hardware components and peripherals
- Ability to prioritize tasks and manage time effectively in a fast-paced environment
- Remote Support
- Software Installation
- Excellent communication skills, both verbal and written
- Strong analytical and problem-solving abilities
- Customer-focused with a commitment to delivering high-quality service
- Ability to work independently and as part of a team
Timeline
Technical Support Assistant
The World Bank
07.2021 - Current
Help Desk Support Technician
Kaiser Permanente
06.2019 - 07.2021
High School Diploma -
Crossland High School