Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cherniquia Smalley

Dallas,TX

Summary

Friendly Help Desk Technician with 10+ years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Overview

4
4
years of professional experience

Work History

QA Tech Support

Tech Mahindra
10.2021 - 07.2023
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Trained users on how to operate components and systems.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Monitored systems in operation and quickly troubleshot errors.
  • Updated documentation and produced reports.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Developed and maintained quality assurance procedure documentation.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Service now/Jira ticketing system Experiences
  • Asset Management
  • Administered 150 internal quality audits and assessed results to inform corrective action measures.
  • Participated in departmental meetings to establish short- and long-term strategy.

Client Support Specialist

PennyMac
01.2019 - 09.2021
  • Interacted with team members across departments to research and resolve customer issues.
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
  • Verified basic needs are being met, providing navigation assistance for various benefits and available services.
  • Responded proactively and positively to rapid change.
  • Mac/Windows OS
  • Cross-trained and provided backup support for organizational leadership.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Logged support tickets and closed when issues were resolved.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved technical issues by troubleshooting.
  • Assisted with updating technical support best practices for use by team.
  • Trained and supported end-users with software, hardware, and network standards and use processes.
  • Workspace 1/Intune/Maas360/Airwatch experience
  • Window imaging
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Phone/Printer/workstation support
  • Obtained and evaluated information about new systems, peripherals and software technology.
  • Configured hardware, devices, and software to set up work stations for employees.

Education

High School Diploma -

Lincoln High School
Dallas, TX
06.1997

Skills

  • Equipment Maintenance
  • Technical Installations
  • SAP Crystal Reports
  • Microsoft Volume Shadow Copy Service
  • Issue Resolution
  • Google Docs
  • Application Support
  • Troubleshooting
  • Cisco
  • Computer Programming
  • Time Management
  • Java
  • Microsoft Active Directory
  • Help Desk Support
  • Cisco IOS
  • Microsoft Windows and Office
  • Remote Support
  • Resolve Technical Problems
  • End-User Account Management
  • Google Drive
  • System Migration
  • LAN and WAN Assessment
  • Service Desk Team Management

Timeline

QA Tech Support

Tech Mahindra
10.2021 - 07.2023

Client Support Specialist

PennyMac
01.2019 - 09.2021

High School Diploma -

Lincoln High School

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Cherniquia Smalley