Esther D. Peprah
Technical Support
Summary
Experienced with troubleshooting complex technical issues to ensure seamless operations. Utilizes strong analytical abilities to diagnose and resolve system problems effectively. Knowledge of customer service principles to provide exceptional user support and maintain high satisfaction levels.
Overview
11
11
years of professional experience
Work History
Technical Support
CSG International
Chicago Heights, Illinois
02.2021 - Current
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Enhanced team productivity by streamlining troubleshooting processes for common software issues.
- Enhanced database performance by optimizing SQL queries and stored procedures.
- Resolved 20-25 technical support inquiries per day.
IT Support Specialist
Omni Hotels & Resorts
Chicago, Illinois
10.2018 - 01.2021
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Monitored system performance to identify potential issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Night Auditor
Loews Hotels
09.2016 - 03.2018
- Generated and printed daily financial reports to track hotel performance.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
Help Desk Support Intern
Harold Washington College
08.2015 - 07.2016
- Maintained confidentiality while handling sensitive information pertaining to user accounts or company data during troubleshooting processes.
- Assisted in maintaining IT inventory, contributing to an organized and efficient workspace.
- Assisted in the rollout of new applications, providing training resources for students and end-users as needed.
- Streamlined help desk processes with thorough documentation of troubleshooting steps and resolutions.
Education
Associate of Science -
Harold Washington College
Chicago, ILSkills
Configuration
- Technical Troubleshooting
- Help Desk Support
- Customer Service
- Communication
Timeline
Technical Support
CSG International
02.2021 - Current
IT Support Specialist
Omni Hotels & Resorts
10.2018 - 01.2021
Night Auditor
Loews Hotels
09.2016 - 03.2018
Help Desk Support Intern
Harold Washington College
08.2015 - 07.2016
Associate of Science -
Harold Washington College