Angelica Contreras
Sierra Vista,AZ
Summary
Highly motivated professional with experience in queue management, KPI’s, SLA’s, service desk operations, customer support, and team leadership. Skilled in troubleshooting hardware, software, Army Unified Directory Service (AUDS), AWS Call Management, and network issues with a strong focus on achieving first-contact resolution and meeting SLAs. Holds CompTIA Security+ and ITIL certifications with proven ability to deliver exceptional technical support and enhance operational efficiency.
Overview
3
3
years of professional experience
Work History
Service Desk Technician 2
Abacus Solutions Group LLC
Sierra Vista, Arizona
04.2025 - Current
- Perform comprehensive call audits and coaching assessments for onsite SIPR Agents as well as Remote CONUS L1 NIPR Agents, evaluating call, and ticket quality. Provided real-time feedback and coaching to L1 Agents to enhance call quality, proficiency, and accuracy.
- Time management skills by consistently monitoring and managing the VIP ticket queue (O-6 and above / GS-15 and above). Responded to and escalated high-priority cases, providing real-time support and resolution or escalating within 30 minutes. Concurrently, provided guidance and support to L1 Agents in the "L1 Support Chat."
- Facilitated effective communication among team members, ensuring precise information dissemination and mutual understanding through structured Teams meetings and thorough ticket reviews. Led by example, fostering a culture of transparency and open dialogue. Provided clear direction and constructive feedback during meetings, promoting a collaborative environment where all members were encouraged to contribute ideas and solutions.
- Communicate effectively during high-pressure situations, ensuring calm and organized handling of critical incidents/issues where documentation and communication throughout the program was paramount.
- Demonstrate leadership by hosting training sessions and mentoring new agents, significantly enhancing their proficiency within AESMP. Utilized Teams and screen-sharing tools to deliver real-time development and support, ensuring agents were well-equipped to handle their roles effectively. Actively led by example, setting high standards for performance and accountability within the team.
- Regularly monitored key performance indicators (KPIs) and service level agreements (SLAs), using data-driven insights to drive continuous improvement and ensure the service desk met or exceeded targets. Through effective leadership, significantly improved operational outcomes, achieved high customer satisfaction, and cultivated a high-performance, motivated, and cohesive team environment.
Service Desk Technician
Abacus Solutions Group LLC
Sierra Vista, Arizona
05.2024 - 04.2025
- Resolved customer requests regarding software, hardware, and network operations efficiently.
- Achieved First Contact Resolution consistently, enhancing customer satisfaction.
- Created, modified, and escalated support tickets to streamline issue management.
Optician Lead
Sierra Vista Vision
Sierra Vista, Arizona
06.2022 - 03.2024
- Supervised and trained a team of staff to deliver high-quality patient services.
- Collected and processed payments and insurance information for 50+ patients weekly.
- Scheduled and confirmed patient appointments, improving scheduling efficiency.
- Improved accuracy of patient data entry, reducing insurance claim rejections.
Education
High School Diploma -
Cobach
06-2017
Certificates
Skills
- Microsoft Office Suite
- ServiceNow and ticketing systems
- Active directory management
- Remote desktop support
- Hardware and software troubleshooting
- VPN support
- Interpersonal communication
- Team collaboration
- Leadership skills
- Active listening
- Time management
Timeline
Service Desk Technician 2
Abacus Solutions Group LLC
04.2025 - Current
Service Desk Technician
Abacus Solutions Group LLC
05.2024 - 04.2025
Optician Lead
Sierra Vista Vision
06.2022 - 03.2024
High School Diploma -
Cobach
Certificates