Freda Fields
New York,NY
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
33
33
years of professional experience
Work History
Information Technology System Support II
New York Presbyterian Hospital- Weill Cornell
08.1990 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Bachelor of Science - Criminal Justice
West Chester University of Pennsylvania
West Chester, PA12.1979
Skills
- Troubleshooting and Assistance
- Customer Satisfaction
- Configuring Devices
- Windows 10
- User Experience
- Issue Troubleshooting
- End-User Training
- Support End-Users
- Friendly and Patient
- Organizational Skills
Timeline
Information Technology System Support II
New York Presbyterian Hospital- Weill Cornell
08.1990 - Current
Bachelor of Science - Criminal Justice
West Chester University of Pennsylvania
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