Summary
I have a decade of professional experience in working with Goodwill Industries as a Master Mentor, during which I provided assistance to various departments and developed several effective strategies for achieving desired results. In addition, I worked for 5 years at Henry Schein as a Technical Support Staff. My primary responsibilities included providing technical assistance, customer service, and troubleshooting network problems. Lastly, I also own a small business where I create content for small businesses in my local community.
Overview
13
13
years of professional experience
Work History
Technical Support Specialist
Henry Schein
09.2014 - 03.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Submitted service tickets for equipment maintenance requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Recorded and maintained relevant notes for each client and work order.
- Configured hardware, devices and software to set up work stations for employees.
- Monitored systems in operation and input commands to troubleshoot areas.
- Activated accounts for clients interested in new services.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Removed malware, ransomware and other threats from laptops and desktop systems.
Mentoring Program Coordinator
Goodwill Inc
10.2005 - 08.2015
- Directed day-to-day operations of education program and supervised support staff to delegate assignments and evaluate performance.
- Developed curriculum and lesson plans to achieve objectives of each course.
- Planned and implemented staff development and in-service training programs to enhance knowledge and skills.
- Evaluated programs and monitored implementation and compliance with regulations to achieve objectives.
- Developed partnerships with parents, businesses and organizations to build awareness, increase support and share resources.
- Advised students on course selection, credits toward graduation and career decisions.
Education
Bachelor of Science - Computer And Information Sciences
06.2011
Skills
- Software Evaluation
- Collaborative Team Player
- Tracking and Documentation
- Hardware Upgrades
- Help Desk Support
- Resolving Problems and Incidents
- Social Media Management Experience
- Critical Thinking
- Social Media Content Writing
- Digital Content Development
- Photo and Video Editing
- Digital Media
- Content Creation
- Photography and Videography
- Brand Promotion
- Social Media Monitoring
- Market Research
- Excellent Multitasking
- Twitter, TikTok, Pinterest, Clubhouse
- Teamwork and Collaboration
- Influencer Collaboration
Timeline
Technical Support Specialist - Henry Schein
09.2014 - 03.2018
Mentoring Program Coordinator - Goodwill Inc
10.2005 - 08.2015
Anthem Institute - Manhattan - Bachelor of Science, Computer And Information Sciences
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