Elijah Nimyel
Katy,TX
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
2
2
years of professional experience
Work History
IT Help Desk Technician
University of Houston Victoria
Victoria, TX
10.2020 - 05.2022
- Managed inventory of IT equipment such as laptops, printers, routers.
- Developed processes for resolving customer complaints related to IT services.
- Resolved complex technical problems by researching solutions online or consulting with subject matter experts.
- Collaborated with other departments to ensure alignment between business objectives and technology initiatives.
- Served as first point of contact for incoming technical service calls and emails.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Participated in after-hours on-call rotation for critical support needs.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Developed and maintained strong relations with customers to meet quality expectations.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Maintained positive working relationship with fellow staff and management.
- Implemented feedback from customer satisfaction surveys to improve service quality.
Education
Bachelor of Science - Digital Gaming And Simulation
UHV
Victoria, TX12-2024
Skills
- Windows OS
- Mac OS
- Active directory
- Ticket management
- Email configuration
- Remote support
- Printer setup
- Mobile device support
- Software updates
- Virus removal
- VPN configuration
- Problem resolution
- Incident reporting
- IT documentation
- Network connectivity
References
References available upon request.
Timeline
IT Help Desk Technician
University of Houston Victoria
10.2020 - 05.2022
Bachelor of Science - Digital Gaming And Simulation
UHV
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