Deja Maddix
Chicago,IL
Summary
Adept Technical Support Engineer with a proven track record at Dell, where I excelled in system troubleshooting and fostering teamwork. Leveraged technical expertise and interpersonal communication to enhance system performance and customer satisfaction. Specialized in diagnosing complex issues, leading to a significant improvement in support system management and client relations.
Overview
2
2
years of professional experience
Work History
Technical Support Engineer
Dell
02.2021 - 08.2023
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Delivered Tier-3 support and SME input to internal and external customers.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Documented faults and bugs for referral to development staff for use in updates.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed and configured operating systems and applications.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Performed root cause analysis of reported issues to enact corrections.
Education
Chicago
Bachelor of Science - Computer Engineering
University of Chicago
Chicago, IL06.2020
Skills
- System Configuration Changing
- Teamwork and Collaboration
- Issue Research
- Interpersonal Communication
- System Troubleshooting
- Software Updates
- Problem-Solving
- Technical Troubleshooting
- Hardware upgrades
- Software Debugging
- Debugging
- Critical Thinking
- Performance Optimization
- Technical Documentation
- Application installations
- Computer Security
- System diagnostics
- Firewall Installation
- Technical expertise
- Ticket management
- Product Knowledge
- Support system management
- Customer Support
- Customer Service
- Issue Escalation
- Technical Support
- Computer Coding
- Remote Support
- Application support
- Software Installation
- Problem Resolution
- Service Calls
- Complaint Management
Timeline
Technical Support Engineer
Dell
02.2021 - 08.2023
Chicago
Bachelor of Science - Computer Engineering
University of Chicago