Billy Cooper
Fort Worth,TX
Summary
Service Desk Representative with 4 years of tech experience. Experience includes account recovery, remote screen navigation within windows 10-11, help desk software, and network configuration. While also currently pursuing a Network+ certification. With 8+ years of conflict resolution, customer negotiations, and current tech experience. I aim to not only ensure great technical support, but exceptional customer support as well. I look forward to hearing from you and becoming a great asset to the company.
Overview
6
6
years of professional experience
Work History
Service Desk Representative
Sparksoft Corp
01.2024 - Current
- Provide maximum customer service while engaging in user support interactions via telephone, chat and email platforms.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
Customer Service Representative
Nationstar Mortgage
10.2019 - 10.2021
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Leveraging computer skills to toggle between multiple screens and systems to provide user with navigation support.
- Disclose Username
- Password resets
Skills
- Active Directory
- Ticketing system experience
- Empathy and patience
- Hardware troubleshooting
- Microsoft windows and office
- Client relationship management
- Application support
- Operating systems
- Call center Triage
- Network configuration
- Software installation
- Remote technical support
Timeline
Service Desk Representative
Sparksoft Corp
01.2024 - Current
Customer Service Representative
Nationstar Mortgage
10.2019 - 10.2021
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