Carrie Serrano
Yuba City,CA
Summary
IT Support Associate with 21 years of experience enhancing customer service through effective technical troubleshooting and proactive communication. Maintained accurate service records and improved wait times, resulting in increased customer satisfaction. Demonstrates a strong ability to resolve complex technical issues while fostering positive relationships.
Overview
23
23
years of professional experience
Work History
Customer Service
Southwest Airlines
Sacramento, California
11.2023 - 06.2024
- Provided exceptional customer service throughout each delivery experience.
- Improved customer service wait times to mitigate complaints.
- Maintained accurate records of customer service histories.
Information Technology Associate
Department of Transportation
Marysville, USA
01.2001 - 06.2022
- Managed network IT solutions and established productive working relationships with vendors.
- Partnered with vendor and client on new system implementations, drove process and held both parties to timelines.
- Responded to and resolved troubleshooting inquiries for hardware and software problems.
- Demonstrated knowledge and proficiency in remote communication methods and virtual private networks.
- Established, used and maintained new help desk tracking software, resulting in improved response time and clear understanding of recurring issues.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Upgraded laptops and desktops to enhance performance and speed, improving speed and performance.
- Installed, configured and set up PCs in stores for optimal operation and reporting.
- Informed customers about issue resolution progress and provided updated estimated times for resolution.
- Supported employees with advanced troubleshooting on helpdesk tickets.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Organized repair and replacement of faulty PC components to ensure functionality. of PC components and systems.
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
- Backed up data each evening, helping alleviate lost information following malware incident.
Education
Business Administration -
Yuba College
Marysville, CASkills
- Help desk support
- Technical Troubleshooting
- Network troubleshooting
- System implementation
- Microsoft Windows and Office
- Task management
- De-escalation techniques
Timeline
Customer Service
Southwest Airlines
11.2023 - 06.2024
Information Technology Associate
Department of Transportation
01.2001 - 06.2022
Business Administration -
Yuba College