Benedicte Gnankou
Harrisburg,Pa
Summary
Detail-oriented and dedicated IT Support Specialist with 2 years of hands-on experience in providing exceptional technical support and resolving complex hardware, software, and network issues. Adept at delivering high-quality customer service, troubleshooting technical problems, and implementing effective solutions in a fast-paced environment. Proven ability to communicate technical information to non-technical users, ensuring smooth and efficient operations. Strong analytical skills, coupled with a solid understanding of IT systems, help desk support, and incident management. Committed to staying current with emerging technologies and best practices to continually improve service delivery.
Overview
6
6
years of professional experience
Work History
Front Desk /Customer Service Officer
Harrisburg Area Community College
03.2018 - 05.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Established and accurately prepared customers accounts to complete new purchases.
- Completed data entry to record call notes, suggestions and questions.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Responded to customer requests for products, services, and company information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Educated customers about billing, payment processing and support policies and procedures.
- Created and maintained detailed database to develop promotional sales.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Sought ways to improve processes and services provided.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Met customer call guidelines for service levels, handle time and productivity.
IT Support Specialist
Ornate Technologies
08.2021 - 02.2023
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- 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.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Managed backup and recovery of data assets to safeguard system availability.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Answered questions and provided information to customers about new software or hardware.
- Updated software to safeguard against security flaws.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Managed high levels of call flow and responded to technical support needs.
- Researched product and issue resolution tactics to address customer concerns.
- Promoted efficiency among departments with prompt resolution of system issues.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Responded promptly to incoming sales leads and requests for technical support.
Front Desk Agent
Holiday Inn Express Hotel Suites
03.2023 - Current
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Answered customer telephone calls promptly and appropriately handled needs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered multi-line phone system and enthusiastically greeted callers.
- Collected room deposits, fees, and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Maintained clean and organized front desk areas to uphold polished company image.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Monitored staff performance and provided feedback and guidance.
- Trained new staff members in customer service techniques and hotel operations.
- Developed and maintained positive relationships with guests for satisfaction.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Kept accounts in balance and ran daily reports to verify totals.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Prepared reports on guest satisfaction levels and other metrics.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Coordinated with vendors for repair and maintenance of hotel.
- Enforced policies and procedures to increase efficiency.
Education
Honor Diploma in information Technology (Network Engineering) -
The National Institute of Information Technology (NIIT)
Certificate in Cisco Network Administration (86 hours) - undefined
The National Institute of Information Technology (NIIT)
09.2014
DNIIT (Network Engineering-Microsoft Technologies) - undefined
The National Institute of Information Technology (NIIT)
03.2015
Oracles database 11g Administrator certified Associate - undefined
Oracle
07.2015
Associate Degree in Computer Networking - undefined
Harrisburg Community Area College
Skills
- Technical Support and Troubleshooting
- Hardware and Software Installation
- Network Configuration and Management
- Customer Service and Communication
- Incident and Problem Management
- System Maintenance and Upgrades
- Technical Documentation
- Help Desk Operations
- Windows and Mac OS Support
- Remote Support Tools
Achievements:
- Successfully resolved 95% of technical issues on the first call, resulting in increased customer satisfaction and reduced downtime
- Implemented a new ticketing system that improved response times and streamlined workflow processes
- Trained and mentored junior support staff, enhancing team performance and technical knowledge
- Led a project to upgrade the company’s network infrastructure, resulting in a 20% increase in network speed and reliability
Alternateemail
gbm30514@hawkmail.hacc.edu
Leadershipandactivities
- Participated at the international fashion HACC November 2016
- Secretary of the international Awareness club at HACC 2018
- Participated at the international fashion show at HACC December 2018
Coursework
RELEVANT COURSEWORK & SKILLS
Business Tools: Microsoft Access, Excel, PowerPoint, Word
Languages
French
Native or Bilingual
English
Native or Bilingual
Timeline
Front Desk Agent
Holiday Inn Express Hotel Suites
03.2023 - Current
IT Support Specialist
Ornate Technologies
08.2021 - 02.2023
Front Desk /Customer Service Officer
Harrisburg Area Community College
03.2018 - 05.2020
Honor Diploma in information Technology (Network Engineering) -
The National Institute of Information Technology (NIIT)
Certificate in Cisco Network Administration (86 hours) - undefined
The National Institute of Information Technology (NIIT)
DNIIT (Network Engineering-Microsoft Technologies) - undefined
The National Institute of Information Technology (NIIT)
Oracles database 11g Administrator certified Associate - undefined
Oracle
Associate Degree in Computer Networking - undefined
Harrisburg Community Area College
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