DeZa'e Precia
Washington,DC
Summary
IT Support professional with 10+ years of experience resolving technical issues, managing tickets systems, and providing hardware/software troubleshooting in high-volume environments. Holding CompTIA Network+ and Security+ certifications with hands-on experience in Windows, Mac OS, Zendesk, and CRM platforms. Known for high first contact resolution rates and clear communication with both technical and non technical users.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Concierge
A-Class Concierge
09.2024 - 07.2025
- Resolved an average of 300 Tier 1 support tickets daily, maintaining a 65% first-contact resolution rate without escalation across Windows and Mac OS environments.
- Provided technical support using Microsoft 365, Active Directory, and Remote Desktop tools to diagnosed and resolve hardware, software, and account access issues.
- Managed and prioritized service tickets within Zendesk ticketing system, consistently meeting a 24-hour resolution SLA
- Trained 125+ end users on software applications and internal systems, reducing repeat support requests and improving overall user proficiency.
- Escalated complex issues to Tier 2 support with thorough documentation, ensuring seamless handoffs and minimal disruption to end users.
- Trained new staff on standard operating procedures and customer engagement techniques.
Youth Development Representative
DYRS
01.2023 - 10.2024
- Provided guidance and mentorship to youth, fostering personal and social development.
- Organized and facilitated engaging activities and programs designed to promote positive behavior and skill-building.
- Monitored and documented youth progress, behavior, and participation in programs.
- Collaborated with case managers, counselors, and other professionals to develop and implement individualized support plans.
- Maintained a safe and supportive environment for youth, adhering to all organizational policies and procedures.
- Communicated effectively with youth, families, and staff regarding program activities and youth progress.
IT Support
TDB Communications, Inc
01.2020 - 01.2023
- Respond to an average of 300+ customer inquiries daily via phone, email, and live chat, achieving an 80% first-contact resolution rate.
- Utilize CRM systems Zendesk to track, update, and manage client accounts, ensuring accurate documentation and follow-up.
- Resolve customer complaints and technical issues efficiently, maintaining a CSAT score of 85% or higher.
- Provide technical support and troubleshooting for hardware and software issues across various platforms, including Microsoft Windows and Apple OS.
- Manage and maintain tickets in a centralized ticketing system to ensure efficient follow-up and resolution of user issues.
- Conducted user training sessions on software applications and systems, enhancing overall user proficiency and reducing support calls.
Customer Support Associate
Bright MLS
12.2018 - 09.2020
- Provided first-line technical support to real estate professionals using the Bright MLS platform, resolving issues related to login access, listen input, system navigation, and data accuracy through phone, email, and chat channels.
- Trained and mentored new team members on company policies, CRM tools, and best practices for customer support.
- Assisted clients with account management, billing inquiries, and product/service support in a high-volume environment.
- Maintained compliance with regulatory standards and internal procedures while managing confidential customer information.
Education
High School Diploma -
Luke. C Moore Academy High School
Washington DC06.2012
Skills
- Administrative support role, Case assessment management, Customer service, Effective problem solving, Highly adaptable, Operational administration, Oversight of IT resources, Project Management, Service excellence, Strong work ethic, Microsoft 365, Active Directory, Remote Desktop Tools, Zendesk, Windows 10/11, MacOS, Tier 1 troubleshooting, Hardware & Software Support, VPN Support , User Account Management
Certification
- Data Privacy and Protection for Small Businesses 07/2025
- Certified Customer Service Professional 05/2025
- Introduction to Cybersecurity Course 10/2025
- Diploma in Remote Team Management 01/2024
- CompTIA Network+/ Security+ 08/2021
Timeline
Concierge
A-Class Concierge
09.2024 - 07.2025
Youth Development Representative
DYRS
01.2023 - 10.2024
IT Support
TDB Communications, Inc
01.2020 - 01.2023
Customer Support Associate
Bright MLS
12.2018 - 09.2020
High School Diploma -
Luke. C Moore Academy High School