Janet Desilets
Lewisville,TX
Summary
Dynamic IT Support Technician with a proven track record at Atmos Energy, excelling in technical support and user training. Expert in software installation and hardware configuration, I foster team collaboration and enhance customer service. Successfully developed training materials, improving onboarding processes and empowering users to maximize productivity.
Overview
9
9
years of professional experience
Work History
IT Support Technician
Atmos Energy
Dallas, TX
09.2022 - Current
- Provides first-third level technical support and assistance for the
resolution of IT desktop client issues, applications, supporting multiple
departments and various offices. - Assisted customers with various types of technical issues via email, live
chat and telephone. - Assisted with recruitment, interviewing and onboarding new employees.
- Supports the implementation of corporate hardware and software computer systems.
- Supports the use and rollout of computer images and configurations to maximize productivity and reliability.
- Provides training to field and corporate offices on desktops, laptops, Tablets, and basic software functionality.
- Diagnose hardware and software issues for various systems and applications.
- Configure and install software updates on user devices and systems.
Service Desk Technician
Atmos Energy
Dallas, TX
05.2017 - 09.2022
- Provides first-third level technical support and assistance for the
resolution of IT desktop client issues, applications, supporting multiple
departments and various offices.
- Researched issues on various computer systems and databases to
determine resolutions to problems and answer inquiries.
- Trained and mentored new service desk personnel and managed IT
portion of employee onboarding process.
- Developed training materials and conducted webinars for user training
and support use.
Help Desk Analyst-Contractor
Atmos Energy
Dallas, Texas
06.2016 - 05.2017
- Trained users on telecom hardware, software and networks
Troubleshot and resolved client problems and equipment deficiencies
on telecom systems and devices
- Performed over-the-phone and in person troubleshooting and training
on mobile devices
- Performed preventative maintenance based on system performance
reports
- Coordinated with cellular carriers and providers to maintain a sufficient
inventory of cellular as well as PDA devices and accessories
- Responsible for the installation, configuration, maintenance, support of
all of the organization's Mobile Device hardware and software including
iOS, as well as android based wireless devices
Skills
- Technical support
- Software installation
- Hardware configuration
- Hardware support
- Customer service
- User training
- Team collaboration
- Application support
- Training development
- Onboarding processes
- Incident management
- Attention to detail
- Remote support
Timeline
IT Support Technician
Atmos Energy
09.2022 - Current
Service Desk Technician
Atmos Energy
05.2017 - 09.2022
Help Desk Analyst-Contractor
Atmos Energy
06.2016 - 05.2017
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