Andrea Klatchko

Plano,TX

Summary

Implementation and IT Support Specialist with experience supporting onboarding, system rollouts, and user access management. Skilled in Salesforce administration, ticketing systems, and cross-functional collaboration.

Overview

years of professional experience

Work History

IT Support / Operations Support Specialist

Pennymac

06.2024 - Current

Handle 40+ tickets daily via ServiceNow and Zendesk while meeting SLAs.
Troubleshot portal access issues for borrowers and brokers to ensure seamless access.
Managed Salesforce user profiles and company records to maintain data integrity.
Supported document workflows and facilitated cross-team collaboration to enhance project efficiency.
Assisted customers in both English and Spanish to resolve inquiries.

Member Services Associate

Costco

06.2022 - 06.2024

Provided bilingual customer support while managing high-volume transactions, ensuring timely service.
Resolved member account issues, facilitated renewals, and processed upgrades to enhance member satisfaction.
Ensured accuracy in customer data and transactions to uphold quality standards and improve service reliability.

IT Support & Asset Management Intern

Snap Inc.

Santa Monica, California

07.2023 - 01.2024

Managed asset inventory, device imaging, and lifecycle tracking to ensure timely availability of IT resources.
Provided Tier 1 IT support during onboarding and system rollouts.
Supported hardware/software setup and user access for new team members during onboarding process.
Utilized Jira, Okta, and internal tools to efficiently manage and resolve support tickets.

Education

IT Track Internship Program -

Year Up

Los Angeles, CA

High School Diploma -

Cary High School

Cary, NC

Skills

Troubleshooting
Ticket Resolution
ServiceNow
Zendesk
Jira
User Support

Account Management
Salesforce CRM
Process Improvement
Okta
Bilingual Support

Websites

http://www.linkedin.com/in/andrea-klatchko-207552239

Languages

Spanish

Native/ Bilingual

Timeline