Jennifer Sanderson
Winston-Salem,NC
Summary
Capable Service Desk Technician experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
11
11
years of professional experience
Work History
Tier 1 Service Desk Support
PSCU Financial Services
St. Petersburg, Florida
03.2022 - Current
- Demonstrated advanced product knowledge to solve customer issues.
- Supported customers with online billing, access and account issues.
- Served as first point of contact for incoming technical service calls and emails, and chat
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Used remote login tools to assist clients with technical and product questions.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Developed and maintained strong relations with customers to meet quality expectations.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Desktop Support Technician
Eagle Physicians
04.2019 - 05.2021
- Lent technical support, consulting and implementation services to maintain system performance thresholds.
- Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Handled maintenance tasks to promote improved network availability.
- Performed daily maintenance of computer systems to keep network processes fluid.
- Oversaw hardware, software and networking component monitoring, testing and installation to assist maintenance and migration.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Inspected equipment and read order sheets to prepare for delivery to users.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Evaluated software or hardware to recommend improvements or upgrades.
Service Desk Technician
Gilbarco
Greensboro, North Carolina
08.2015 - 04.2019
- Served as first point of contact for incoming technical service calls and emails.
- Supported customers with online billing, access and account issues.
- Demonstrated advanced product knowledge to solve customer issues.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Developed and maintained strong relations with customers to meet quality expectations.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Used remote login tools to assist clients with technical and product questions.
- Monitored support activity trends to create problem resolution and solution reports.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Stayed abreast of latest software developments to enhance job knowledge.
Customer Service Representative
LabCorp
Greensboro
08.2013 - 08.2015
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Made outbound calls to obtain account information.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Improved customer service wait times to mitigate complaints.
Education
Associate of Arts - Medical Assisting
Guildord Technical Community College
Greensboro, NC05-2021
Associate of Science -
North Carolina A & T State University
Greensboro, NC08-2019
Skills
- Information Protection
- Systems Analysis
- Application support
- Hardware diagnostics
- Customer Service
- Technical Support
- Software Installation
- User Support
- LAN/WAN
- Technical Troubleshooting
- Windows XP/Vista
- Issue Troubleshooting
- Microsoft Outlook
- Product Troubleshooting
- Hardware and Peripherals
- MS Office proficiency
- Hardware upgrades
- Application installations
Timeline
Tier 1 Service Desk Support
PSCU Financial Services
03.2022 - Current
Desktop Support Technician
Eagle Physicians
04.2019 - 05.2021
Service Desk Technician
Gilbarco
08.2015 - 04.2019
Customer Service Representative
LabCorp
08.2013 - 08.2015
Associate of Arts - Medical Assisting
Guildord Technical Community College
Associate of Science -
North Carolina A & T State University