Kori Riddle
Midland,TEXAS
Summary
Friendly Help Desk Technician with 6 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician II
Endeavor Energy Resources, LP
Midland, TX
06.2018 - Current
- Installed and configured new hardware and peripheral devices.
- Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
- Provided technical support to internal customers in a timely manner.
- Assisted users with troubleshooting computer issues via remote desktop sessions.
- Maintained various databases of customer information and service requests.
- Documented all help desk activities including customer inquiries, resolutions, system configurations.
- Performed regular maintenance tasks such as virus scans, system backups, disk cleanups.
- Resolved complex technical problems by researching solutions online or consulting with subject matter experts.
- Tested and evaluated new technologies for potential implementation within the organization's infrastructure.
- Resolved customer service requests by troubleshooting problems reported by users regarding application functionality or performance.
- Conducted tests on new releases of software for compatibility with existing systems.
- Provided technical guidance to users on application-related issues, including installation, configuration, upgrades and troubleshooting.
- Analyzed and monitored system performance metrics such as CPU utilization, memory usage and disk space.
- Investigated customer reported problems related to software applications and identified solutions to resolve them.
- Evaluated existing systems for optimization opportunities and proposed changes based on best practices.
- Installed upgrades to ensure that all systems were running the latest version of software and hardware.
- Provided training sessions to staff members on how to use company-specific software programs effectively.
- Deployed new computers across the organization ensuring all necessary applications were installed correctly.
- Conducted root cause analysis of recurring incidents in order to reduce future downtime events.
- Assessed service desk requests against predefined criteria in order prioritize them according to urgency.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Served as first point of contact for incoming technical service calls and emails.
- Performed troubleshooting of hardware issues and worked with service providers to facilitate repairs for end users.
- Used remote login tools to assist clients with technical and product questions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Demonstrated advanced product knowledge to solve customer issues.
- Developed and maintained strong relations with customers to meet quality expectations.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Resolved record-breaking backlog of support tickets following major system malfunction.
Education
Bachelor of Science - Information Technology
University of Phoenix
Tempe, AZ11.2025
High School Diploma -
Midland High School
Midland, TX06.2018
Skills
- System Diagnostics
- Software Installation
- Incident Reporting
- Active Directory
- Remote Support
- Data Recovery
- Technical Support
- Customer Service
- Microsoft Office Suite
- Training Abilities
- Application installations
- Microsoft Outlook
Websites
Certification
Clifton Strengths
Giving Feedback
Receiving Feedback
Peer to Peer Feedback
Managing Stress
HDI Customer Service Representative
M-Files
Timeline
IT Help Desk Technician II
Endeavor Energy Resources, LP
06.2018 - Current
Bachelor of Science - Information Technology
University of Phoenix
High School Diploma -
Midland High School