Regina "Gina" O'Neill
Manteno,IL
Summary
Accomplished technical support specialist known for exceptional troubleshooting and communication skills. Experience in analyzing recurring issues and implementing process improvements. Ready to leverage expertise to enhance client satisfaction and team performance.
Overview
9
9
years of professional experience
Work History
Sr. Technical Support Technician
Applied Systems
Chicago, IL
08.2021 - Current
- Provided technical support for software applications, resolving customer issues efficiently.
- Assisted in troubleshooting network connectivity problems, enhancing system performance.
- Documented customer interactions and technical solutions for knowledge base improvement.
- Collaborated with cross-functional teams to escalate complex issues, ensuring timely resolution.
- Analyzed recurring technical problems, recommending process improvements to enhance service quality.
- Mentored junior technicians on best practices in troubleshooting and customer service techniques.
- Assisted clients remotely using remote desktop tools, expediting the troubleshooting process significantly.
- Managed high-pressure situations with professionalism and empathy, leading to increased client trust and loyalty.
Mortgage Loan Officer Assistant
Cardinal Financial
Manteno, IL
12.2022 - 05.2023
- Assisted loan officers in processing mortgage applications and gathering documentation.
- Reviewed financial documents for accuracy, ensuring compliance with regulatory requirements.
- Utilized Octane to input client information and streamline workflow processes.
- Supported loan processing by compiling applicant documentation such as credit reports, employment verifications, and financial history paperwork.
- Managed loan pipeline and tracked application progress through various stages of approval.
- Coordinated communication between clients, lenders, and real estate professionals to ensure timely updates.
Librarian/Media Assistant
Manteno Elementary School
Manteno, IL
08.2017 - 06.2021
- Curated diverse library collections to support curriculum and student interests.
- Developed and implemented engaging literacy programs for students and families.
- Led instructional sessions on information literacy and research skills for students.
- Collaborated with faculty to enhance resource accessibility and usability.
- Evaluated library resources regularly to ensure alignment with educational standards.
- Catalogued and organized books, materials and other documents for proper library management.
- Assisted in the distribution and maintenance of Chromebooks for students in grades kindergarten through 4th. Resolved technical issues on-site and coordinated repairs for devices requiring external service.
Education
Associate of Arts - History
Kankakee Community College
Kankakee IL05-1995
Skills
- Octane software
- Customer support
- Remote desktop management
- Problem resolution
- Advanced troubleshooting
- Active listening
- Verbal and written communication
- Data entry
- MS office proficiency
Timeline
Mortgage Loan Officer Assistant
Cardinal Financial
12.2022 - 05.2023
Sr. Technical Support Technician
Applied Systems
08.2021 - Current
Librarian/Media Assistant
Manteno Elementary School
08.2017 - 06.2021
Associate of Arts - History
Kankakee Community College