Summary
Overview
Skills
Work History
Education
Certification
Timeline
Generic

Elizabeth Birge

Alameda,CA

Summary

Skilled technician with proven ability to diagnose and resolve application, software, and hardware support issues. Experienced and determined to provide comprehensive support to customers while creating a comfortable and friendly experience.

Overview

4
4
years of professional experience
1
1
Certification

Skills

Software & Hardware Support

Troubleshooting & Diagnostics

Help Desk Support

Ticket Management

Time Management

Customer Service: 9 years

iOS & Android Devices

Mac & Windows OS

Microsoft 365 Proficient

Azure Active Directory

Microsoft Active Directory

Cisco Applications

Work History

Help Desk Technician

Academy Of Art University
01.2022 - Current
  • Performed remote troubleshooting and support for the Academy's online education system, Brightspace.
  • Supported staff, faculty, and students by providing simple methods to solve common browser and application issues.
  • Monitored, responded to, and resolved tickets using the HappyFox ticket management software.
  • Participated in training and workshops to stay up to date with newly released educational tools and software.
  • Maintained safety and security practices when handling student and faculty personal information.
  • Designed and managed the Help Desk's knowledge base using Microsoft SharePoint.
  • Created and implemented a communicative workflow using Microsoft Viva Engage to provide our team a way to keep up with current system bugs and 'trending issue' resolutions.

Supervisor

Best Buy Inc.
01.2020 - 01.2022
  • Created business plans and carried out daily routines for the success of the Computer and Mobile departments.
  • Implemented personal improvement plans for employees by providing constructive feedback and welcoming feedback on my own strategies.
  • Worked hand-in-hand with neighboring departments to maximize team productivity and customer satisfaction.
  • Managed team schedules to cover demand without exceeding the labor budget.
  • Completed inventory cycle counts and audits to maintain accurate records.

Education

Associate of Arts - Graphic Design

Diablo Valley College
05.2023

Certification

Cisco IT Essentials

Acquired: November 30th 2021

Microsoft Azure Fundamentals

(In progress)

Timeline

Help Desk Technician

Academy Of Art University
01.2022 - Current

Supervisor

Best Buy Inc.
01.2020 - 01.2022

Associate of Arts - Graphic Design

Diablo Valley College

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Elizabeth Birge