Ashston Terrell
Dallas,Texas
Summary
Knowledgeable Help Desk Analyst with solid foundation in troubleshooting and technical support. Proficient in diagnosing and resolving user issues efficiently, ensuring minimal downtime. Demonstrated abilities in effective communication and problem-solving.
Overview
3
3
years of professional experience
Work History
Outbound Call Center Agent
Telaforce Titan Technologies
01.2024 - Current
- My role was to cold call companies nationwide to either enroll or collect data for the Current Employment Statistics (CES) program
- The vitality of this program was to put out the national job count and unemployment rate
- I also had to interpret numerical data, review error messages, and collect data where applicable
- Built rapport with clients, fostering long-term relationships that led to increased customer loyalty and repeat business.
- Monitored call metrics to identify areas for improvement.
- Collaborated with other departments to ensure seamless communication and resolve any customer-related concerns.
Help Desk Analyst Tier 1
Charles Schwab
05.2022 - 09.2023
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- I was apart of a merger when Schwab bought TDAmeritrade and I was task to do hardware swap outs and software conversion.
- Provided exceptional remote support via phone, email, or chat, ensuring timely resolutions for geographically diverse users.
- Used ticketing systems to manage and process support actions and requests.
- Installed and updated hardware, software and applications on Mac and PC devices.
- Monitored system performance to identify potential issues
- Collaborated with IT team members to develop comprehensive solutions for complex issues, improving overall system stability.
- Assisted with the onboarding process for new employees, setting up accounts and ensuring access to all necessary resources for success in their roles.
- Demonstrated exceptional multitasking abilities, effectively managing multiple tickets and user requests simultaneously without sacrificing quality of support.
- Contributed to the development of internal knowledge base articles, allowing for more efficient troubleshooting and problem resolution.
Dock Truck Unloader
Fresenius Distribution Center
03.2022 - 05.2022
- I worked in a fast-paced environment to receive and unload contract semi-trucks
- I was on a team, and we were challenged with duties every day that had to be fulfilled
- Minimized product damage during unloading, utilizing proper lifting techniques and handling equipment.
- Maximized space utilization in warehouse storage areas by organizing unloaded materials according to dimensions and weight constraints.
- Used computers to enter data, track shipments and maintain records of products.
Education
Bachelor of Accounting - Accounting And Information Systems
Tarrant County Community College
Arlington, TXSkills
- Teamwork and collaboration
- Problem-solving abilities
- Multitasking
- Adaptability and flexibility
- Goal oriented
- Continuous improvement
Timeline
Outbound Call Center Agent
Telaforce Titan Technologies
01.2024 - Current
Help Desk Analyst Tier 1
Charles Schwab
05.2022 - 09.2023
Dock Truck Unloader
Fresenius Distribution Center
03.2022 - 05.2022
Bachelor of Accounting - Accounting And Information Systems
Tarrant County Community College
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