Jessica Elizondo
Carrollton,TX
Summary
Dynamic IT Service Desk Specialist with a proven track record at T-Mobile Corp (and prior 10 years at AVAYA Inc) adept at resolving technical issues and enhancing user experience. Skilled in remote software installation and account management, while delivering exceptional customer service. Recognized for effectively handling high volumes of inquiries and training new team members in best practices.
Overview
23
23
years of professional experience
1
1
KSC Foundation
1
1
HDI Support Center Analyst
Work History
Administrative Assistant
National Power Sports Auto Supply
Flower Mound, TX
03.2025 - 03.2025
- Managed database systems containing customer contact information.
- Maintained office supplies inventory by checking stock to determine inventory level.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Greeted visitors responding to inquiries and directing them to appropriate personnel.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Developed and maintained filing systems for confidential documents and records.
- Processed invoices for payment using accounting software applications.
- Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
- Answered phone calls and maintained front reception desk.
I.T Service Desk Specialist
T-Mobile Corp.
Frisco, Tx
08.2011 - 12.2023
- Served as the primary IT contact, providing technical support for VPN, desktops, laptops, mobile devices, printers, and software issues.
- Utilized ServiceNow for logging and managing incident cases with detailed documentation of issues and resolutions.
- Employed remote access tools to troubleshoot and resolve technical issues for remote employees, including software installation and repair.
- Managed Active Directory tasks such as unlocking accounts, resetting passwords, creating accounts, and maintaining user and computer organization.
Education
GED -
R.L. Turner
Carrollton, TX 02.2011 - 05.2011
Skills
- Password Reset
- Account Lockout
- Enabling and Disabling Account
- Remote Software Installation
- MFA Setup for Security
- VPN Installation
- Map Drive
- Remotely Installed and Supported Printer Devices
- Help New Employees Set Up Laptops, Keyboards, Mouse, Monitors, Phones and Key Fobs
- Handled an Average of 40-75 Incoming Calls Daily
- Resolving Customer Issues via Remedy and ServiceNow Ticket Systems
- Collaborated With Departments on Projects Related to Service Desk Operations
- Trained New Team Members on Service Desk Procedures, Ticket Logging and Best Practices
- Delivered 24/7 Support Coverage
- Managed User Accounts, Profiles, User Rights and Privileges
- Used Active Directory
- Handled Escalations
- Handled Questions on Service Desk Floor
- Call handling
- Customer service
- Time management
- Problem solving
- Team collaboration
- Technical support
- Computer skills
- Multi-task management
- Phone call answering
- Microsoft Word
Certification
HDI Support Center Analyst and KSC Foundation
Timeline
Administrative Assistant
National Power Sports Auto Supply
03.2025 - 03.2025
I.T Service Desk Specialist
T-Mobile Corp.
08.2011 - 12.2023
GED -
R.L. Turner
02.2011 - 05.2011
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