Brandy Crosson
Austin,TX
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
10
10
years of professional experience
Work History
Service Desk Analyst II
Dimensional Fund Advisors
01.2021 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Diagnosed and troubleshot hardware, software and network issues.
- Helped streamline repair processes and update procedures for support action consistency.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Developed and implemented preventive maintenance procedures.
Corporate Services Associate
Dimensional Fund Advisors
08.2018 - 12.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintained confidentiality of information regarding clients and company.
- Maintained visitor log for entering and leaving facility for security purposes.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Answered central telephone system and directed calls accordingly.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
Adult Services Librarian
Dripping Springs Community Library
01.2018 - 08.2018
- Created programs and activities to promote library usage and literacy.
- Maintained library databases to support accuracy and availability in circulation systems.
- Supported digital library collections containing e-books, audiobooks and digital media.
- Assisted library patrons with resolving computer problems.
- Instructed patrons on research techniques and use of online resources.
- Researched and acquired new library materials to maintain updated library collection.
- Promoted library services and resources through public relations initiatives and community outreach.
Information Services Manager
Victoria Public Library
06.2013 - 12.2017
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Trained and supervised library staff, volunteers and other personnel.
- Assessed employee performance and developed improvement plans.
- Developed policies and procedures for library patrons for optimal satisfaction.
- Assisted library patrons with resolving computer problems.
- Promoted library services and resources through public relations initiatives and community outreach.
Education
Masters In Library Science -
University of North Texas
Denton, TX08.2012
Bachelor Of Family And Consumer Science -
Sam Houston State University
Huntsville, TX08.2008
Skills
- Customer Service Expert
- Technical Support
- Technical Troubleshooting
- Software Installation
- Trend Analysis
- Documentation Development
- Account Administration
- Identity Provisioning
- Information Security
- Load Testing
Timeline
Service Desk Analyst II
Dimensional Fund Advisors
01.2021 - Current
Corporate Services Associate
Dimensional Fund Advisors
08.2018 - 12.2020
Adult Services Librarian
Dripping Springs Community Library
01.2018 - 08.2018
Information Services Manager
Victoria Public Library
06.2013 - 12.2017
Masters In Library Science -
University of North Texas
Bachelor Of Family And Consumer Science -
Sam Houston State University
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