Dakayla Mellon
Dallas,GA
Summary
My objective is to gain experience in Information Technology with an organization that offers opportunity for career growth. Experienced in providing software support to users and developing and implementing technical solutions. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customers interactions and engineering efforts for supported products. Focused Help Desk Analyst with 6 years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.
Overview
2
2
years of professional experience
Work History
Help Desk Analyst
TaxAct
11 2022 - 04 2023
- Provided basic end-user troubleshooting and desktop support.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Used ticketing systems to manage and process support actions and requests.
Technical Support Representative
Toshiba
02 2022 - 10 2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Used Ticketing system to manage and process support actions and requests
- Managed high levels of call flow and responded to technical support needs
- Collaborated with supervisors to escalate and address customers inquiries or technical issues.
Help Desk Technician
Nintendo
01 2021 - 08 2021
- Responsibilities included set-up, repair, and order parts for customers
- Utilized Nintendo Knowledge base to troubleshoot Nintendo products including, Nintendo Switch Assisted users with issues related to prepaid cards and download codes
- Job duties included password reset, 2 factor authentication and updating users accounts Troubleshoot technical issues and assisted customers with technical difficulties, via email, chat, and live video
- Used ticketing systems to manage, track and process actions taken on customers accounts, passwords and product support Resolution
Technical Support Advisor
03.2020 - 12.2020
- Apple support iOS, Watch OS, and Mac OS software troubleshooting
- Served as primary point of contact for triaging technical issues
- Reviewed technical guidelines to verify compliance with information security standards and best practices
- Used internal ticketing systems to manage, track and process actions taken on customers accounts, passwords and product support Resolution
Call Center Technician
Availity
03.2019 - 02.2020
- Remote
- Responsible for incoming call center support
- Duties included ticket creation/review and escalations
- Worked directly with several IT Groups to ensure high resolution matrix
- Used Azure Active Directory to assign users account to appropriate groups
- Also reset passwords and unlock accounts
- Assisted users with application deploy using Software Center SCCM
- Escalated incidents to Tier II Desk side support group after some remote support and initial troubleshooting
- Managed over 50 customer calls per day
Education
High School Diploma -
Walled Lake Western High School
05.2016
Skills
- Customer Service Call Center
- Technical support Active Directory
- Help Desk
- IOS
- Network Troubleshooting
- Remote Support
Timeline
Technical Support Advisor
03.2020 - 12.2020
Call Center Technician
Availity
03.2019 - 02.2020
Help Desk Analyst
TaxAct
11 2022 - 04 2023
Technical Support Representative
Toshiba
02 2022 - 10 2022
Help Desk Technician
Nintendo
01 2021 - 08 2021
High School Diploma -
Walled Lake Western High School