Elizabeth Solero
Bartlett,TN
Summary
Sr. Helpdesk Agent with over 15 yrs experience, assisting with facilities maintenance support, ticketing system expertise, process improvement, mentoring and exceptional empathy to enhance team and customer satisfaction. Remote support skilled in problem-solving, various computer programs, bi-lingual in Spanish, client satisfaction and relationship building. Eager to put current skills to use, learn more, elevate and become an asset to a great company.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sr. Helpdesk Agent
Jacobs Engineering
2009.02 - 2024.09
- Utilized work task programs such as Tririga, Salesforce and Maintenance Connection to manage and process support actions and requests daily.
- Created our first team newsletter, enhancing communication and team cohesion. Building team support between agents and clients.
- Mentored new agents boosting team skills and performance.
- Helped keep document support up to date for future reference.
- Took and average of 25 - 40 calls daily to provide support for different clients as well as some afterhours support for critical issues.
- Continuously evaluated help desk performance, identifying areas for improvement and implementing targeted strategies to enhance efficiency and overall customer satisfaction.
- Contributed positively to team morale by maintaining helpful attitudes and open lines of communication among colleagues during challenging periods of increased workload or stress.
- Acted as liaison between vendors, facilities analysts and other client ensuring issues to be addressed in a timely manor.
Education
Associate of Applied Science - Architectural Engineering
Southwest Tennessee Community College
Memphis, TN09.2004
Skills
- Training and mentoring
- Spanish speaking for differential
- Ticketing system expertise
- Follow-up skills
- Customer Service
- Remote Support
- Problem-Solving
- Time Management
- Microsoft Windows and Office
- Adaptability and Flexibility
- Decision-Making
Certification
- Relevant Coursework:
- Ergonomics Awareness Training
- Ethics and Business
- Phishing Awareness
- Protecting Company Information
- Workplace Security
- Embracing Beyond Zero
- Fire Extinguisher Training
- Professional Development:
- Living Our Values
- Curiosity Is Your Super Power
- Get More Done in Less Time
- Supporting Your Mental Health
- Phone-Based Customer Service
- Respect in the Workplace
Timeline
Sr. Helpdesk Agent
Jacobs Engineering
2009.02 - 2024.09
Associate of Applied Science - Architectural Engineering
Southwest Tennessee Community College
- Relevant Coursework:
- Ergonomics Awareness Training
- Ethics and Business
- Phishing Awareness
- Protecting Company Information
- Workplace Security
- Embracing Beyond Zero
- Fire Extinguisher Training
- Professional Development:
- Living Our Values
- Curiosity Is Your Super Power
- Get More Done in Less Time
- Supporting Your Mental Health
- Phone-Based Customer Service
- Respect in the Workplace
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