Summary
Overview
Work History
Education
Skills
Timeline
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HEATHER CALLEN

Richmond,TX

Summary

Friendly Help Desk Support Specialist with over 10 years of computer systems experience. Proven skills in installing, repairing and upgrading organizational hardware and system equipment. Strong problem solver always ready to boost client satisfaction and grow company reliability. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

14
14
years of professional experience

Work History

Desktop Support Specialist/Customer Service

Iowa Methodist Hospital
02.2018 - 03.2021
  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Purchased, setup and installed new end of lease machines.

Help Desk Support Specialist

Books Are Fun Ltd
04.2011 - 06.2018
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Configured hardware and granted system permissions to new employees.
  • Patched software and installed new versions to eliminate security problems and protect data..
  • Answered all incoming calls and opened tickets in the Remedy Software.
  • Walked user through series of steps to determine problem and implement likely solution.
  • Logged activities in tracking system to maintain accurate, timely records.
  • Installed new desktop systems and migrated data to new machines.

Help Desk Support/Customer Service Representative

CORESTAFF Services Corporate Headquarters
09.2007 - 10.2010
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Updated account information to maintain customer records.

Education

High School Diploma -

Katy High School
Katy, TX
06.1990

Skills

  • Sales Presentation
  • Component Replacements
  • Training Junior Team Members
  • Diagnostic Tools
  • Microsoft Certified
  • Software Installation
  • Remote Support
  • Windows 7, 10, 11
  • Windows 2000
  • Remedy ticketing software
  • 60wpm Typing
  • Device Configuration

Timeline

Desktop Support Specialist/Customer Service

Iowa Methodist Hospital
02.2018 - 03.2021

Help Desk Support Specialist

Books Are Fun Ltd
04.2011 - 06.2018

Help Desk Support/Customer Service Representative

CORESTAFF Services Corporate Headquarters
09.2007 - 10.2010

High School Diploma -

Katy High School

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HEATHER CALLEN