Annemarie DellaGuardia
Sanford,FL
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows systems. Proven skill in resolving problems quickly on first call. Over 10 years experience in troubleshooting both locally and remotely user Windows systems, email accounts, and website issues.
Overview
11
11
years of professional experience
Work History
IT Helpdesk Support
Paradigm IT Group
Altamonte Springs, FL
03.2022 - Current
- Configure hardware, devices and software to set up work stations for employees.
- Provide basic end-user troubleshooting and desktop support.
- Explain technical information in clear terms to promote better understanding for non-technical users.
- Create support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Provide Tier 1 IT support to non-technical internal users through desk side support services.
- Follow up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Patch software and installed new versions to eliminate security problems and protect data
Website Support Administrator
Revenue Recovery Specialists
Orlando, FL
04.2011 - Current
- Assist clients in troubleshooting general website and email issues.
- Interact with supervisor and clients demonstrating excellent verbal and written communication and customer service skills.
- Track software and plugin licensing as well as specific configuration settings.
- Troubleshoot and repair workstations, peripheral devices, printers, and mobile devices locally and remotely.
- Install and configure system devices including scanners, hard drives, motherboards, video cards, sound cards, USB connected peripherals, printers, and all appropriate drivers.
- Install, update, and troubleshoot Microsoft Windows and Microsoft Office suite.
- Collaborate with business development personnel to verify compliance with customer requirements.
- Collect and respond to user feedback through iterative improvements to site structure and content.
- Prepared technical documentation for communication to clients.
- Researched and implemented site management platforms such as Microsoft 365 and Google Workspace, choosing solutions best suited to unique client needs.
- Trained support staff and clients in site implementation, updating, and maintenance procedures.
Education
Associate of Science - in Pursuit of Information Technology
Eastern Gateway Community College
Steubenville, OHAssociate of Applied Science - Computer Information Systems
Red Rocks Community College
Lakewood, CO05.2003
Skills
- LiveAgent Help Desk System
- Atera Help Desk System
- Hardware and Software Installation
- Customer service expert
- Tier 1 Help Desk Support
- Microsoft Windows and Office
- Tracking and Documentation
Timeline
IT Helpdesk Support
Paradigm IT Group
03.2022 - Current
Website Support Administrator
Revenue Recovery Specialists
04.2011 - Current
Associate of Science - in Pursuit of Information Technology
Eastern Gateway Community College
Associate of Applied Science - Computer Information Systems
Red Rocks Community College
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