Cortney Ozment
Tier 2 Desktop Technician/ Mobility Technician
Franklin,IN
Summary
Attentive Desktop Support Technician with five years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means. Friendly Desktop Tech with over five years of computer systems experience. Proven skills in installing, repairing and upgrading organizational hardware and system equipment. Strong problem solver always ready to boost client satisfaction and grow company reliability. 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. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
5
5
years of professional experience
Work History
Tier 2 Desktop Technician/Mobility Technician
Tata Consultancy Services
Indianapolis, IN
03.2023 - Current
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Deployed Azure, Windows 10, Windows 7, Dell, Mac, Apple devices across multiple facilities, connecting hardware to central network hubs for multi-site interconnectivity.
- Worked with various systems, software and peripherals and various types of games.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Learned and implemented new software testing procedures.
Tier 2 Desktop Technician/Mobility Technician
Mphasis
Indianapolis, IN
06.2019 - 03.2020
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Deployed Apple, Mac, Windows 7, Hybrid devices across multiple facilities, connecting hardware to central network hubs for multi-site interconnectivity.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Developed and implemented preventive maintenance procedures.
- Created user accounts and assigned permissions.
- Learned and implemented new software testing procedures.
- Assisted in finding solutions for Apple Products when problems arouse.
Customer Service Representative
Anthem Blue Cross And Blue Shield
Indianapolis, IN
04.2018 - 06.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to Providers about claim denials and approved insurance coverages.
Education
High School Diploma -
Franklin Township High School
Indianapolis, IN 05.2001 -
GED -
Central Nine Career Center
Greenwood 11.2008 - 11.2008
Skills
New System Deployment
undefinedTimeline
Tier 2 Desktop Technician/Mobility Technician
Tata Consultancy Services
03.2023 - Current
Tier 2 Desktop Technician/Mobility Technician
Mphasis
06.2019 - 03.2020
Customer Service Representative
Anthem Blue Cross And Blue Shield
04.2018 - 06.2019
GED -
Central Nine Career Center
11.2008 - 11.2008
High School Diploma -
Franklin Township High School
05.2001 -
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