Ericka Rayford
Maricopa,AZ
Summary
Detail-oriented Help Desk Support Specialist with expertise in technical troubleshooting, customer service, and process enhancement. Committed to delivering exceptional user support and optimizing IT resource performance.
Overview
12
12
years of professional experience
Work History
Help Desk Support Specialist
ServRx
Phoenix, Arizona
10.2023 - Current
- Delivered technical support to users for software and hardware issues.
- Assisted clients with troubleshooting and resolving service-related inquiries to enhance user satisfaction.
- Collaborated with team members to streamline help desk processes and improve service delivery.
- Conducted regular system checks to maintain optimal performance of IT resources.
- Documented user interactions in the support ticketing system to ensure accurate tracking and follow-up.
General Team Member
Edward Jones
Phoenix, Arizona
06.2018 - 09.2023
- Assisted clients with financial service inquiries and account management, enhancing overall client satisfaction.
- Processed client transactions accurately and efficiently using internal systems.
- Communicated effectively with clients, fostering trust and rapport.
- Maintained high standards of customer service during fast-paced operations.
- Answered incoming calls promptly, delivering accurate product information to support client needs.
- Consistently met daily productivity goals set by the management team.
Senior Consumer Loan Underwriter II
Wells Fargo
Phoenix, Arizona
03.2014 - 05.2018
- Evaluated consumer loan applications for creditworthiness and risk factors.
- Analyzed financial documents to assess eligibility and compliance with regulations.
- Mitigated regulatory risks by evaluating loans per established guidelines.
- Guided internal staff on complex underwriting issues, enhancing decision-making processes.
- Trained junior underwriters on best practices and company standards.
Education
Bachelor of Science - Nursing Administration
Grand Canyon University
Phoenix, AZ08-2026
Skills
- Technical support
- Help desk management
- Software troubleshooting
- Problem resolution
- User training
- Microsoft Office proficiency
- Team collaboration
- Attention to detail
- Clinical documentation
Timeline
Help Desk Support Specialist
ServRx
10.2023 - Current
General Team Member
Edward Jones
06.2018 - 09.2023
Senior Consumer Loan Underwriter II
Wells Fargo
03.2014 - 05.2018
Bachelor of Science - Nursing Administration
Grand Canyon University