Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Isnard Douby

Palm Bay,FL

Summary

Diligent client services rep with solid background in case management supervision. Successfully led teams to improve client outcomes and streamline processes. Demonstrated ability in conflict resolution and effective communication.

Friendly and empathetic, bringing strong understanding of client needs and effective communication to facilitate supportive relationships. Possesses critical insight into case management principles and proficient in using case management software and coordinating resources. Committed to making positive impact on clients' lives through tailored support and advocacy.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Case Management

Percepta
04.2024 - Current
  • Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm.
  • Act as a resource of all product knowledge and service support
  • Schedule activities as required for special events
  • Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner
  • Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction
  • Be responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
  • Be responsible for handling emails and chats
  • Provide strong follow-up and organizational skills, in both verbal and written communication
  • Be responsible for resolving customer issues using all available resources, including Dealers (i.e. service personnel, subject matter experts (SMEs), leadership, and field service engineers).
  • Return all email and voice mail messages promptly and follow up with customers and dealers as committed
  • Use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans
  • Meeting specified goals as set forth by management
  • Assist other team members when in need of support

Service Desk Analyst

Bahwan Cybertek / Maurices Clothing
08.2022 - 03.2024
  • Performed remote troubleshooting dealing with login, browser, analytics, and password issues, through diagnostic techniques and pertinent questions
  • Supported clients using Active Directory, Dameware
  • Utilized teams chat, email, Cisco Jabber to communicate with clients
  • Worked tickets through ServiceNow ticket system
  • Aided level 1 & 2 support technical support
  • Assisted employees with changes to Administrator Accounts, Passwords and Domain privileges in Active Directory
  • Utilized multitasking skills to handle tickets, chats, and calls.
  • Worked with VPN, Peripheral devices, Wireless/PDA devices and Network equipment like Ethernet cables and switches.
  • Remote using Dameware software
  • Prioritized incidents and invoke Major Incident management process if required. Communicating major IT incidents to affect customers.
  • First line application support and diagnosis
  • Laid-Off, department outsourced

Service Desk Analyst

Randstad Tech / Aegon USA
02.2021 - 10.2022
  • Assisted employees with changes to Administrator Accounts, Passwords and Domain Privileges in Active Directory as required.
  • Maintained a 99% accuracy rate in issue tracking, ensuring top-tier support
  • Strong knowledge in Citrix workspace environment
  • Helped clients using Citrix cloud, Citrix director and vSphere client to reboot Citrix sessions, remote in and troubleshoot various Citrix issues
  • Preformed tier 1 initial trouble analysis for customers requiring support for computer systems, peripheral systems, application software or network issues
  • Assisted customers via telephone, email, remedy tickets and voicemail
  • Created remedy tickets using CRM ticket system, triage customer outages, collate trouble reports, page support personnel and host conference calls associated with trouble resolution
  • Assigned responsibilities for overall issue management and escalation to meet the needs of the customer and to ensure timely resolution
  • Recorded events and problems and their resolution with ServiceNow ticket system
  • Provided phone support and support through email to correctly identify, escalate, resolve, or quantify and document the results for support issues.
  • Performed or escalate internal and remote customer support issues for the network, desktops, applications, telephones, and faxes
  • Assisted customers with mapping printer and H-Drive
  • Created Knowledgebase articles and utilizes resources such as websites and help desk tools to locate solutions to known problems. Performed remote troubleshooting dealing with login, browser, analytics, and password issues, through diagnostic techniques and pertinent questions
  • Contract Expired

Field Service Tech

Holmes Regional Medical Center
08.2019 - 12.2020
  • Provided service and customer support during field visits or dispatches for desktops, laptops, tablets, computer software and medical carts issues
  • Tied workflow to schedule completing over 30 tickets daily
  • Managed window’s 10 installation, repair, maintenance, and test tasks during windows 7 to 10 migration
  • Diagnosed computer errors or technical PC problems and determine proper solutions
  • Produced timely and detailed service reports at the closing of each ticket
  • Documented processes
  • Followed all company’s filed procedures and protocols
  • Cooperated with PC technical team and shared information across the organization
  • Comprehend customer computer requirements and make appropriate recommendations/briefings
  • Built positive relationships with nurses, doctors, and customers
  • Assisted with reimaging operating systems from Win 7 to Win 10
  • Due to covid/Laid-Off

Help Desk Support

Bright House Networks / Spectrum
07.2018 - 08.2019
  • Answered calls from multiple spectrum offices concerning issues with their computer, software, and log in issues with over 500 employees
  • Set up new user accounts, configured SSIDS and passwords using Active Directory and Citrix support
  • Assisted with setting up Soho (Small Home and Office)
  • Documented with a ticketing system (Service Now ticketing system) detailing common problems, ticket escalation and error trends
  • Created “how to” technical training documentation when a new process was initiated
  • Conducted Microsoft Office software troubleshooting
  • Working knowledge of Microsoft window, mac OS, outlook, Wi-Fi, VPN, IOS and Android
  • Windows Server 2012
  • QuickBooks
  • Barracuda Firewall
  • Sage
  • Center closed down/Laid-Off

Customer Service Rep / Technical Support

Bright House Networks / Spectrum
01.2015 - 07.2018
  • Setup accounts/up sale on different spectrum products and reviewed benefits
  • Reviewed billing and benefits for each package including phone internet and cable
  • Set up new user accounts and schedule installation using CRM
  • Troubleshooted modem issues/diagnostic testing
  • Tracked details on scheduled appointments
  • Trained new agents that are not familiar with the policies or correct protocols.
  • Graduated to a different department within the company

Customer Service Representative

GSI Commerce
01.2013 - 11.2014
  • Provided exceptional customer service for "American Eagle" (AE) and the Apparel vertical.
  • Assisted the company with inbound and outbound calls.
  • Troubleshoot customers with their orders.
  • Assisted with an email system for members that do not wish to speak on the phone.

Education

Associate of Arts -

Eastern Florida State College

Skills

  • Proficient in Windows and macOS operating systems
  • Experienced with Citrix and VPN technologies
  • Skilled in utilizing Dameware, Citrix Director, and VMware vSphere for remote assistance
  • Customer relationship management proficiency
  • Critical thinking
  • Relationship building
  • Call center experience
  • Client relations

Certification

Certifications (In Progress): CompTIA A+, CompTIA Network+, Microcomputers Level 1 & 2, PC Support 1 & 2

Timeline

Case Management

Percepta
04.2024 - Current

Service Desk Analyst

Bahwan Cybertek / Maurices Clothing
08.2022 - 03.2024

Service Desk Analyst

Randstad Tech / Aegon USA
02.2021 - 10.2022

Field Service Tech

Holmes Regional Medical Center
08.2019 - 12.2020

Help Desk Support

Bright House Networks / Spectrum
07.2018 - 08.2019

Customer Service Rep / Technical Support

Bright House Networks / Spectrum
01.2015 - 07.2018

Customer Service Representative

GSI Commerce
01.2013 - 11.2014

Associate of Arts -

Eastern Florida State College

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