Devenn Viray
IT Help Desk
Foster City,CA
Summary
Versatile IT Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 2+ years of experience in IT Support.
Overview
2
2
years of professional experience
1
1
year of post-secondary education
2
2
Languages
Work History
IT Support Specialist I & II
Computer Care & Cruise
South San Francisco, CA
07.2021 - Current
- Provided Tier 1 & 2 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Submitted service tickets for equipment maintenance requests.
- Translated complex technical issues into digestible language for non-technical users.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, and VPN.
- Used ticketing systems to manage and process support actions and requests.
- Activated accounts for clients interested in new services.
- Remotely resolved 10+ tickets a day.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Performed root cause analysis of reported issues to decisively discern and enact corrections.
- Maintained response times in compliance with internal policies to support business continuity.
- Held meetings to provide platforms for knowledge-sharing of discovered issues and recurrent custom complaints.
IT Help Desk Technician
The RealReal
Brisbane, CA
12.2019 - 07.2021
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, personal expertise and probing questions.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Provided on-call support for critical issues related to IT.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Processed over 50 support requests weekly for technical assistance on wide range of issues via Zendesk.
- Configured hardware, devices and software to set up work stations for employees.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Activated accounts for clients interested in new services.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Offboarding & Onboarding, creating and removing accounts
- Asset management, checking devices in and out
- Provided on-call support for critical issues.
- Monitored systems in operation and input commands to troubleshoot areas. (Jamf)
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
High School Diploma -
Baden High School
South San Francisco, CA 08.2009 - 06.2010
Skills
Software diagnosis
Mac systems
Ticket support system management
Customer service expert
Issue troubleshooting
Application support
User credential management
Windows 10
Technical Support
Desktop Technical Support
Hardware and software installation
Computer imaging
Inventory management
Desktop and laptop installations
Email account set up
Remote Diagnostics
Accomplishments
- Built the RealReal SF store from ground up.
- Converted over +200 employees from AD to OKTA
- Performed over +100 offboarding & LOA aka Project Lemon
- Help Cruise bring queue down their ticket queue from 600+ to 0
Timeline
IT Support Specialist I & II
Computer Care & Cruise
07.2021 - Current
IT Help Desk Technician
The RealReal
12.2019 - 07.2021
High School Diploma -
Baden High School
08.2009 - 06.2010