LaKeshia Wilson
Edgecliff Village,TX
Summary
Seasoned Professional bringing 15 plus years of customer service and technical support experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for problem-solving with focus on exceptional service delivery, customer retention, and streamlined processes. Utilizes independent decision-making skills and sound judgment to positively impact company success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Service Desk Manager
Professional Medical Services
01.2021 - Current
- Resolved customer complaints in professional and timely manner.
- Developed department processes and procedures by 100% to boost customer satisfaction to at least 95%.
- Communicated regularly with customers concerning data exchange and technology integration.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Monitored inventory levels and placed orders to replenish stock
IT Helpdesk Operator
Ben E. Keith
11.2019 - 11.2020
- Responded to over 50 customer inquiries by phone, email and walk-up requests daily.
- Walked user through series of steps to determine problem and implement likely solution.
- Logged activities in tracking system to maintain accurate, timely records.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Prompted to department lead to provide end-user system and equipment training
IT Service Desk Analyst
GM Financial
11.2018 - 11.2019
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded to over 100 customer inquiries daily and provided technical assistance over phone and in person.
IT Helpdesk
Privia Health
04.2018 - 10.2018
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Helped large volume of customers every day with positive attitude and focus on 100% customer satisfaction and active listening.
- Prepared training manuals, coordinated weekly training classes and new hire mentoring.
Education
Certificate - Pharmacy
Remington College
Fort Worth, TX05.2011
GED -
Putnam City High School
Oklahoma City, OK05.1999
Skills
- Professional Relationships
- Technical Troubleshooting
- Continuous Improvements
- Quality Control
- Analytical Thinking
- Team Leadership
- Typing - 65wpm
- Collections
- Data Entry
- Sales
- Group Policy, SCCM, Event Viewer, Active Directory
- C#, Microsoft Visual Basic, Java
- Applications: Salesforce, Remedy, McAfee, Citrix, EPS, Meditech, McKesson, Adobe, AS400, Cerner, Avaya, Norton, PlanetPress Print Management, Microsoft Office 365, Microsoft Suite, Leostream, VMWare Horizon
- Platforms: Microsoft XP, Windows 7, Windows 10, Mac OS
- Additional: Group Policy, SCCM, Event Viewer, Active Directory
Certification
- CPhT - Certified Pharmacy Technician
Timeline
IT Service Desk Manager
Professional Medical Services
01.2021 - Current
IT Helpdesk Operator
Ben E. Keith
11.2019 - 11.2020
IT Service Desk Analyst
GM Financial
11.2018 - 11.2019
IT Helpdesk
Privia Health
04.2018 - 10.2018
Certificate - Pharmacy
Remington College
GED -
Putnam City High School
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