Danielle Fields-Bell
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet department goals.
Overview
10
10
years of professional experience
Work History
Service Desk Specialist
HCL Technologies
03.2023 - Current
- Improved customer satisfaction by efficiently addressing and resolving service desk tickets.
- Reduced downtime with proactive monitoring of IT systems and timely troubleshooting.
- Diagnosed and troubleshot hardware, software and network issues.
- Streamlined service desk processes for quicker issue resolution and increased client satisfaction.
- Strengthened first-call resolution rates by conducting thorough analyses of common issues to create more effective troubleshooting guides for the team.
- Delivered exceptional customer service through empathetic listening skills, clear communication, and prompt issue resolution strategies.
Service Desk Representative
State Farm Insurance Inc
03.2015 - 03.2023
- Enhanced customer satisfaction by addressing and resolving service desk tickets in a timely manner.
- Streamlined workflow for faster issue resolution, actively participating in team meetings to improve processes.
- Maintained comprehensive documentation of service desk requests, assisting in future troubleshooting and training efforts.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
Education
High School Diploma -
W W Samuell High School
Dallas, TXAssociate of Business Administration - Business Administration And Management
Eastfield College
Mesquite, TXSkills
- Process Improvement
- Performance Monitoring
- Time Management
- Change Management
- Technical Troubleshooting
- Network Troubleshooting
- Problem Solving
- Online Chat Support
- Collaborative Team Player
- Support Services
- Teamwork and Collaboration
- Help Desk Support
Timeline
Service Desk Specialist
HCL Technologies
03.2023 - Current
Service Desk Representative
State Farm Insurance Inc
03.2015 - 03.2023
High School Diploma -
W W Samuell High School
Associate of Business Administration - Business Administration And Management
Eastfield College