Summary
Overview
Work History
Education
Skills
Timeline
Generic

DESIREE LAMASTER

Detroit,MI

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

7
7
years of professional experience

Work History

Help Desk Support Representative

Little Caesars Enterprises
11.2020 - Current
  • Walked user through series of steps to determine problem and implement likely solution.
  • Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
  • Responded to inquiries by phone, and chat
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.

Help Desk Tier 2

Stefanini IT Solutions
09.2017 - 11.2020
  • Performed root cause analysis of reported issues to enact corrections.
  • Updated and maintained current customer support database.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Responded to support requests from Tier 1 and patiently walked individuals through basic troubleshooting tasks.
  • Tested new software and hardware prior to deployment.

Mobility Specialist

Stefanini IT Solutions
09.2017 - 09.2019
  • Performed preventive maintenance of telecommunications equipment.
  • Installed and configured new devices and system components.
  • Responded to service requests during and after business hours.
  • Researched and recommended network and data communications hardware and software.
  • Coordinated installation of new users and relocations of existing users.
  • Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.

Help Desk Analyst Tier 1

Stefanini IT Solutions
09.2017 - 09.2018
  • Logged support tickets and closed when issues were resolved.
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.

BILLING REPRESENTATIVE

JUST ENERGY
02.2017 - 09.2017
  • Correspond with customers to resolve billing issues and queries
  • Update and maintain billing records and documentation every day
  • Interact with customers to respond to specific requirements
  • Perform assigned administration related duties and responsibilities
  • Evaluate, analyze and verify dates of service and billed amounts

CASHIER

SPEEDWAY
06.2016 - 02.2017
  • Itemizes and totals purchases by recording prices, operating a cash register
  • Enters price changes by referring to price sheets and special sale bulletins
  • Collects payments by accepting cash, check, or charge payments from customers

Education

Diploma - General Studies

Northville High School
Northville, MI
06.2012

Skills

  • Reading Comprehension
  • Vital Signs Measurement
  • Customer Needs Assessments
  • Critical Thinking
  • Improvement Plans
  • User Experience
  • Product Demonstration

Timeline

Help Desk Support Representative

Little Caesars Enterprises
11.2020 - Current

Help Desk Tier 2

Stefanini IT Solutions
09.2017 - 11.2020

Mobility Specialist

Stefanini IT Solutions
09.2017 - 09.2019

Help Desk Analyst Tier 1

Stefanini IT Solutions
09.2017 - 09.2018

BILLING REPRESENTATIVE

JUST ENERGY
02.2017 - 09.2017

CASHIER

SPEEDWAY
06.2016 - 02.2017

Diploma - General Studies

Northville High School

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DESIREE LAMASTER