ANGELICA WILEY
Hardin,MT
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Enthusiastic Technical Support Representative specializing in delivering outstanding customer service. Background in helping businesses promote products and services to drive sales. Analytical and thorough in tackling customer issues.
Overview
21
21
years of professional experience
Work History
IT Support Specialist
H&r Block
Billilngs, Montana
01.2020 - Current
- Created help desk tickets, troubleshot and resolved desktop issues.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Answered questions and provided information to customers about new software or hardware.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and [Type].
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Provided replacement files to customers missing data, media files, and software components.
- Collaborated with colleagues in both domestic and international support facilities.
Operations Specialist
H&r Block
Billings, Montana
06.2018 - Current
- Collected, arranged and input information into database system.
- Tracked and analyzed reports to determine needed improvements.
- Assisted various departments with change by communicating new improvement plans and expectations.
- Developed and updated tracking spreadsheets using [Program].
- Developed and deepened relationships with customers, vendors and internal stakeholders.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Processed inbound and outbound shipments with high accuracy by directing associate teams and managing inventory processes.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
OFFICE MANAGER
H&r Block
HARDIN, MONTANA
01.2007 - Current
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Sourced vendors for special project needs and negotiated contracts.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Communicated corporate objectives across divisions through regular correspondence and scheduled status updates.
Education
High School Diploma -
Hardin Senior High School
Hardin, MT05.2004
Skills
- Active Listening
- Organizational Skills
- Hardware and Software Repair
- Collaborative Team Player
- Help Desk Support
- Resolving Problems and Incidents
- Service Schedule Coordination
- Customer Service Support
- Verbal and Written Communication
- Microsoft Windows and Office
- Computer Diagnostics
- Friendly and Patient
- Highly Professional
- Remote Technical Support
- Incoming Call Management
- Conflict Resolution
- Device Installation
- Employee Computer Support
- Customer Communication and Empathy
- Problem Solving
- Emergency Service Coordination
- Customer Needs Assessment
- Online Chat Support
- Office management
- Staff Management
- Scheduling
- Team Bonding
- Administrative support
- Friendly nature
Timeline
IT Support Specialist
H&r Block
01.2020 - Current
Operations Specialist
H&r Block
06.2018 - Current
OFFICE MANAGER
H&r Block
01.2007 - Current
High School Diploma -
Hardin Senior High School