Connie Wilson
Alorica
Tucson,AZ
1
Certification
2024
years of professional experience
Personable and driven, bringing deep understanding of customer service principles and problem-solving techniques. Familiar with common software tools and adept at conflict resolution. Ready to improve customer satisfaction and team efficiency through effective support strategies.
Work History
IT End User Support Manager
2 Years 3 Months- Led IT teams in four states, implementing new software solutions, installing new equipment, enhancing system efficiency and user satisfaction.
- Developed and maintained IT policies and procedures to ensure compliance with industry standards.
- Managed vendor relationships for technology services and support.
- Streamlined help desk operations, reducing resolution time by optimizing ticketing systems.
LAN Engineer/Site IT Lead
- Administered user accounts and permissions across various systems to ensure secure access.
- Monitored system performance and conducted routine maintenance to enhance reliability.
- Implemented backup solutions, safeguarding critical data against loss or corruption.
- Resolved technical issues promptly, improving end-user satisfaction and operational efficiency.
- Collaborated with cross-functional teams to streamline IT processes and improve service delivery.
Field Support Analyst
- Provided technical support for electronic health record systems, enhancing user experience and efficiency.
- Diagnosed and resolved hardware and software issues, ensuring minimal disruption to operations.
- Collaborated with clinical staff to optimize workflows and improve patient data management processes.
- Conducted training sessions for new users on system functionalities and best practices.
- Responsible for all equipmen, including desktop/laptop computers, printers, scanners, servers, phone systems and blood/urine machines.
Customer Service Representative
- Resolved customer inquiries promptly
- Provided support for billing and account issues, ensuring timely resolutions for customers.
- Adapted quickly to new processes and systems, improving efficiency in service delivery.
- Educated customers on product features to enhance user experience and retention rates.
Education
Bachelor of Science - Telecommunications Management/Data Networking
- Dean's List
- Graduated Magna Cum Laude
Associate of Science - Psychology
Skills
Technical support expertise
Microsoft/Apple/UNIX
Printers/Scanners
Shipping/Receiving
Teamwork and collaboration
Problem-solving
Excellent Customer Service Skills
Versatile
adaptable
Certification
Microsoft MCSE
Citrix CCEA
Novell CNA
Cisco CCNA
ITIL Foundations
Six Sigma Greenbelt Project Management
Military
96B - Army Intelligence Analyst
31F - Texas/Illinois Army National Guard Mobile Subscriber Equipment Operator
Timeline
IT End User Support Manager
Alorica
01.2021 - 04.2023Read More
LAN Engineer/Site IT Lead
Synchronoss Technologies/Sequential Technologies
2016 - 2020Read More
Field Support Analyst
Caremore Medical Group
2012 - 2015Read More
Customer Service Representative
Comcast/Convergys
2010 - 2012Read More
DeVry University
Bachelor of Science from Telecommunications Management/Data Networking
Read More
Dallas County Community Colleges
Associate of Science from Psychology
Read More