Asia Brooks
Mansfield ,LA
Summary
At Willis Knighton Medical Center, excelled as a Help Desk Support Analyst, expertly managing high-priority incidents and minimizing operational disruptions. Demonstrated proficiency in Network Troubleshooting and exceptional customer support, swiftly adapting to new technologies and effectively resolving complex issues, ensuring seamless service continuity.
Overview
7
7
years of professional experience
Work History
Help Desk Support Analyst
Willis Knighton Medical Center
Shreveport, LA
04.2020 - Current
- Managed high-priority tickets, effectively addressing urgent issues to minimize operational disruptions.
- Routing calls to product line specialists, application, or system support specialist when appropriate
- Adapted quickly to new software and hardware systems, maintaining a high level of technical expertise.
- Served as an escalation point for complex issues, leveraging advanced technical skills to achieve successful resolutions.
- Documenting detailed, specific work notes regarding the interaction with the customer.
Customer Service Representative
Teleperformance
Shreveport, LA
06.2017 - 05.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Associate - General Studies
Southern University of Shreveport
Shreveport, LA05.2018
H.S. Diploma - General Studies
Mansfield High School
Mansfield, LA05.2014
Skills
- Network Troubleshooting
- Remote Support
- Ticket management
- Security Protocols
- Incident Management
- Logging support tickets
- Customer Support
- Communicating with clients
- Desktop support
- Help Desk Software
Timeline
Help Desk Support Analyst
Willis Knighton Medical Center
04.2020 - Current
Customer Service Representative
Teleperformance
06.2017 - 05.2020
Associate - General Studies
Southern University of Shreveport
H.S. Diploma - General Studies
Mansfield High School