Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Christina Marie Maldonado

Atascosa,TX

Summary

Dynamic professional with extensive experience at NVC Information and Technology, excelling in technical troubleshooting and customer service. Proven ability to develop training materials and enhance user support, fostering positive relationships and resolving complex issues efficiently. Skilled in Microsoft Office and adept at maintaining composure in challenging situations, ensuring high customer satisfaction. Seasoned professional with many years of experience delivering critical on-site technical support and consulting services. Practiced at offering hands-on monitoring and troubleshooting to resolve problematic hardware and software issues. Special focus on drafting customized upgrade and migration plans to meet organizational threshold levels. Detail-oriented approach to research and IT project document compilation.

Overview

12
12
years of professional experience

Work History

Computer Support Technician

Northwest Vista College
San Antonio, TX
08.2023 - Current
  • Prepared reports regarding the status of call center.
  • Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Provided technical support to customers via phone, email and in-person.
  • Developed documentation for IT procedures and policies.
  • Resolved service requests by individually troubleshooting and addressing user issues.
  • Assisted customers with password resets, account unlocks, and security settings adjustments.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
  • Guided customers through step-by-step solutions in a clear and concise manner.
  • Used remote login tools to assist clients with technical and product questions.
  • Assisted customers with various types of technical issues via email, live chat, and telephone.
  • Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.

Computer Lab Assistant

NVC Information and Technology
San Antonio, TX
08.2015 - 08.2023
  • Assisted faculty and students with using computer software and hardware.
  • Installed and replaced minor repairs or computers , keyboards or mouse
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Developed training materials and procedures or trained users in proper use of Alamo Colleges resources and phone etiquette.
  • Referred major hardware or software problems technicians for service.
  • Consulted via telephone to understand user problems and ask probing questions to locate root causes.
  • Maintained positive working relationship with fellow staff and management.
  • Set up equipment for employee use, performing or properly , operating systems or software.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Reset passwords for AD, Aces and Microsoft 365.
  • Troubleshot issues and work with NVC tech's to facilitate repairs for end users.
  • Trained new employees on support processes, procedures and knowledge base.
  • Create Footprint tickets and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Worked with customer service supervisors to resolve customer concerns on daily basis.
  • Assisted customers by troubleshooting and resolving technical problems.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Explained key information regarding products and services to customers to encourage informed decision-making.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Used remote login tools to assist clients with technical and product questions.
  • Utilized MS Office and Excel to analyze data and create spreadsheets.
  • Managed schedules of team of [Number] personnel to keep shifts properly staffed.
  • Entered information into system to update status reports.

Book Seller

Barnes And Noble Bookstore
San Antonio, Texas
05.2015 - 06.2020
  • Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
  • Helped customers by answering questions and locating merchandise.
  • Shared knowledge about books with customers to influence purchases.
  • Listened to customer interests and needs and matched with suitable books and related products.
  • Maintained knowledge of current and bestselling books and upcoming publications to fulfill customer requests.
  • Shelved, cleaned and organized products or spaces to maintain appealing sales floor.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Matched customers to books or other products to meet needs.
  • Supported online orders by pulling and ringing merchandise for shipment.
  • Cleaned shelves, counters and tables to maintain organized store.
  • Greeted customers to determine wants or needs.
  • Stocked shelves and supplies and organized displays to focus customer attention on specific items.
  • Bagged or packaged purchases and wrapped gifts.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Placed special orders or called other stores to find desired items.
  • Watched for and recognized security risks and thefts to prevent or handle situations.
  • Recommended, selected and located merchandise based on customer desires.

Administer Assistant and Clerk

Northwest vista college
San Antonio, Texas
06.2013 - 08.2015
  • Help employees sign up for classes, including employees that are not employed at Northwest Vista College
  • Email customer reminders of the course they are taking including any changes or assignments that must be done before the course starts
  • Set up the classes with supplies (pens, markers, paper all depending on the course and or assignment that may have be)
  • Updated software on laptops that were assigned to the department
  • Created and offered additional materials to enhance training.
  • Obtained and organized manuals, guides and visual materials for development and training purposes.
  • Scheduled classes based on availability of classrooms, equipment or instructors.
  • Assessed training needs through surveys, interviews with employees or focus groups.

Education

Certified for Medication Aid at St -

Phillips
01.2007

Skills

  • Technical Troubleshooting
  • Computer Troubleshooting
  • Computer Maintenance
  • Customer Service
  • Employee Computer Support
  • Mobile Device Repair
  • Support Services
  • User Support
  • Microsoft Windows and Office
  • Remote Technical Support
  • Service Desk Support
  • Training Materials Development
  • Call Center Operations
  • Organizational Skills
  • Customer Communication and Empathy
  • Help Desk Support
  • Device Installation
  • Documentation development
  • Helpdesk experience
  • IT documentation
  • Desktop support
  • Customer service
  • Data entry
  • User support
  • Customer service expert
  • Remote support
  • Mobile device management
  • Technical support
  • Troubleshooting processes

References

References available upon request.

Timeline

Computer Support Technician

Northwest Vista College
08.2023 - Current

Computer Lab Assistant

NVC Information and Technology
08.2015 - 08.2023

Book Seller

Barnes And Noble Bookstore
05.2015 - 06.2020

Administer Assistant and Clerk

Northwest vista college
06.2013 - 08.2015

Certified for Medication Aid at St -

Phillips

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