Dalana Williams
DeSoto,TX
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
6
6
years of professional experience
Work History
IT Support Specialist III
Honorlock Inc
10.2020 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Provided Tier III IT support to non-technical internal users through desk side support services
- Created help desk tickets, troubleshot and resolved desktop issues
- Coordinated with telecommunications providers to discern and address third-party outages and related impacts
- Determined hardware and network system issues using proactive troubleshooting techniques
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Managed approximately 220 incoming chats per day from customers.
Business Analyst Specialist
GAP Inc.
06.2021 - 12.2021
- Instituted contingency plans, ensuring business continuity through cross-training, documentation and data backups
- Promoted enterprise-level risk management practices and helped instill strong culture focused on protective policies and procedures
- Advised senior managers on policy strategies for reducing liability and preventing losses
- Identified process inefficiencies through gap analysis and outlined sensible solutions
- Closely collaborated with project members to identify and quickly address problems
- Demonstrated familiarity with latest hardware, software and networking technology, as well as industry trends.
IT Support Analyst
Teleperformance
06.2018 - 02.2020
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone
- Supported users with software, hardware and network issues
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Monitored helpdesk and responded to incoming tickets to address support needs
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback
- Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS
- Maintained record of daily individual activities, behaviors and pertinent incidents for patient analysis and assessment.
Education
Associate of Science - Information Technology
Colorado Technical University
Colorado Springs, CO05.2020
Skills
- Information Technology
- Troubleshooting
- Technical Support
- Strategic planning
- Data analysis
- MacOS
- Windows
- Application support
Timeline
Business Analyst Specialist
GAP Inc.
06.2021 - 12.2021
IT Support Specialist III
Honorlock Inc
10.2020 - Current
IT Support Analyst
Teleperformance
06.2018 - 02.2020
Associate of Science - Information Technology
Colorado Technical University