Donna Carson

Work History

TechUsa

Fort Meade , MD

09.2023 - Current

Provided technical assistance to customers over the phone and in person.
Diagnosed hardware, software, and network problems for customers.
Maintained accurate records of customer interactions using helpdesk tracking software.
Collaborated with other departments within the organization as needed to troubleshoot complex issues.
Assisted customers with instructional support and product troubleshooting.
Supported customers with password resets and account customization.
Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.

IMG

Fort Meade , MD

03.2022 - 08.2022

Assisted with troubleshooting hardware, software, and network issues.
Resolved customer complaints in a timely manner.
Created detailed tickets for each customer issue.
Compiled reports on customer feedback and service satisfaction levels.
Collaborated with other departments when necessary in order to provide comprehensive solutions for customers' needs.
Adhered strictly to company policies regarding data privacy and security regulations.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Apex Systems

Fort Meade, MD

06.2019 - 06.2022

Maintained positive working relationship with fellow staff and management.
Installed and performed minor repairs to hardware, software or peripheral equipment.
Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Maintained records of data communication transactions, problems and remedial actions or installation activities.
Oversaw daily performance of computer systems.
Performed variety of clerical and administrative duties pertaining to on-site support.
Referred major hardware or software problems or defective products to vendors or technicians for service.
Collected, analyzed and reported on data for use in operational planning.
Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
Entered commands and observed system functioning to verify correct operations and detect errors.
Inspected equipment and read order sheets to prepare for delivery to users.

Department of Defense

Fort Meade, MD

09.1979 - 10.2015

Managed departmental inventory and supply ordering.
Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
Administered payroll and maintained proper documentation of employee personnel.
Used judgment and initiative in handling confidential matters and requests.
Managed office inventory and placed new supply orders.
Reviewed files and records to obtain information and respond to requests.
Implemented and maintained company protocols to facilitate smooth daily activities.
Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.