Karen Vitale
Shirley
Work Preference
Summary
Results-driven IT and Technical Support professional with extensive experience in optimizing support ticket management and enhancing internal processes. Recognized for improving customer satisfaction through effective troubleshooting and proactive follow-ups, ensuring exceptional service delivery across diverse technical environments.
Overview
21
21
years of professional experience
Work History
Technical Support Representative
OHI Inc.
11.2022 - Current
- Provide technical support via phone, email, and chat for OHI hardware and software products.
- Managed and prioritized support tickets to achieve timely resolution and enhance customer satisfaction.
- Proactively follow up with customers to ensure complete issue resolution and customer satisfaction.
- Coordinate with vendors and internal technicians to dispatch and resolve customer issues efficiently.
- Maintain accurate customer records and case documentation using Salesforce and NetSuite.
- Created and maintained technical documentation and knowledge base articles to streamline support processes.
- Developed internal documentation portal to increase technician access to client resources and improve efficiency.
- Assisted in company-wide deployments of new software and hardware solutions.
- Support international customers while coordinating with multiple internal departments to ensure timely project completion.
Virtual Assistant / Technical Consultant
ThePcGirl.net
04.2012 - 10.2021
- Supplied remote administrative, technical, and business support to households, entrepreneurs, startups, and small-to-medium-sized businesses, enhancing service delivery and operational efficiency.
- Delivered comprehensive administrative and executive support to diverse clients, ensuring smooth operations and effective communication.
- Customer service and client communications
- CRM administration and data management
- CRM management and database maintenance
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Presentation development
- Newsletter creation and email marketing campaigns
- Zoom meeting and webinar management
- Provided technical support for software and hardware issues
- Remote desktop troubleshooting and software support
- Website maintenance and content updates
- Email administration using Microsoft Exchange
- Weekly system backups and disaster recovery planning
- Document conversion and file management
- Constant Contact and Mailchimp campaign creation and reporting
- Website and email analytics reporting
- Oversaw payroll administration processes for staff compensation, ensuring accurate and timely processing.
- Weekly and bi-weekly payroll processing
- ADP and Kronos payroll systems
- Payroll tax processing
- Quarterly and annual payroll reporting
- W-2 preparation and distribution
Network Technician
Teachers Federal Credit Union
11.2006 - 10.2015
- Installed network cabling, communication racks, punch-down blocks, and tested network connectivity.
- Configured, deployed, and maintained desktop computers, laptops, servers, and peripheral devices.
- Managed company-wide operating system imaging and workstation deployments.
- Coordinated enterprise software rollouts and hardware upgrades to enhance system capabilities.
- Provided technical support for over 650 end users across multiple locations.
- Responded to emergency system outages and provided after-hours support.
- Created technical documentation, user manuals, and operational procedures to support user training and operational consistency.
- Administered DocuSign and managed electronic document workflows.
Help Desk / Office Technician
Spellman High Voltage
Hauppauge
01.2006 - 11.2006
- Managed Help Desk support ticket assignments and tracking to ensure timely resolution.
- Supported over 500 domestic and international users.
- Installed, upgraded, and maintained computer hardware and software.
- Troubleshot Microsoft Office applications and Windows operating systems.
- Assisted with Active Directory user administration.
- Created and updated internal Help Desk documentation and training materials to enhance support efficiency.
- Removed malware threats from systems, restoring functionality and maintaining security. and viruses while restoring system functionality.
Information Technology Associate
CulinArt
06.2005 - 01.2006
- Provided remote technical support for more than 150 business locations.
- Deployed software and hardware for new company locations, ensuring seamless integration and operational readiness.
- Upgraded and configured desktop and laptop computers throughout the organization.
- Prepared executive laptops for travel and remote access.
- Created Help Desk documentation, user guides, and technical manuals to enhance user experience and support efficiency.
- Installed and configured new computer systems and peripherals, facilitating user access to essential tools and resources.
Education
Business Management - Business Administration And Management
Dowling College
Oakdale, NY06-2010
Skills
- Ticket resolution
- Technical troubleshooting
- Remote support
- Hardware support
- Software installation
- Network configuration
- Client relationship management
Timeline
Technical Support Representative
OHI Inc.
11.2022 - Current
Virtual Assistant / Technical Consultant
ThePcGirl.net
04.2012 - 10.2021
Network Technician
Teachers Federal Credit Union
11.2006 - 10.2015
Help Desk / Office Technician
Spellman High Voltage
01.2006 - 11.2006
Information Technology Associate
CulinArt
06.2005 - 01.2006
Business Management - Business Administration And Management
Dowling College