DeQuince Allen

Overland,United States

Summary

Friendly Help Desk Technician with 4 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Overview

years of professional experience

Work History

Technical Support Engineer

Computacenter

01.2022 - 04.2023

Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Served as primary point of contact for support relating to owned solutions and products.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Versed in ServiceNow ticketing system

Help Desk Technician

Panera Bread

09.2020 - 03.2021

Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Monitored systems in operation and input commands to troubleshoot
areas.
Answered 20+ incoming calls from small business customers on
Ecommerce and Apple products.
Managed customers' expectations of support and technology
functionality in order to provide positive user experience.

Consultation Agent

Geek Squad - Best Buy

06.2018 - 09.2020

Check to ensure that appropriate changes were made to resolve
customers' problems
Keep records of customer interactions or transactions, recording details
of inquiries, complaints, or comments, as well as actions taken
Monitor use of data files and regulate access to safeguard information
in computer files
Monitor current reports of computer viruses to determine when to
update virus protection systems
Train users and promote security awareness to ensure system security and to improve server and network efficiency
Document computer security and emergency measures policies,
procedures, and tests
Answered 5+ daily incoming calls from residential and small business customers on Mac and Windows products.
Identified potential sales and cross-selling opportunities in course of delivery of support services.

Education

Associate of Applied Science - Web Development

Saint Louis Community College, St Louis, MO

05.2024

Skills

Word processing
Database Management
Technical Support
Advanced Excel spreadsheet functions

Support Ticket System Management
Remote System Analysis
Technical Support Triage
Network Infrastructure Monitoring

Timeline

Technical Support Engineer - Computacenter

01.2022 - 04.2023

Help Desk Technician - Panera Bread

09.2020 - 03.2021

Consultation Agent - Geek Squad - Best Buy