Laneayah Simmons
Brandon,USA
Summary
Currently pursuing a BA in Information Technology Management. objection is to gain experience in an organization that offers opportunities for career growth.
Technical support professional bringing valuable experience to role. Known for effectively resolving technical issues and enhancing user experiences. Highly collaborative, with strong focus on team synergy and adaptability. Skilled in diagnosing and addressing technical challenges with proficiency and reliability.
Overview
2
2
years of professional experience
Work History
Technical Support Specialist- Tier 1 Helpdesk
Ellucian
07.2024 - Current
- Assisted customers with password resets, desktop troubleshooting, and general inquiries
- Provided technical support for Mac, PC, desktops, and printers, ensuring efficient resolution of issues
- Utilized ticketing systems to document customer interactions and solutions accurately
- Delivered exceptional customer service by effectively addressing technical concerns and inquiries
- Reviewed technical guidelines to verify compliance with information security standards and best practice
- Used ticketing systems to manage and process support actions and requests
Technical Support Advisor
Conduent
11.2023 - 06.2024
- Apple support iOS, watch OS, and Mac OS software troubleshooting
- Served as primary point of contact for triaging technical issues
- Reviewed technical guidelines to verify compliance with information security standards and best practices
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions
- Documented support interactions for future reference
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls
Customer Service
Nelnet
01.2023 - 10.2023
- Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy
- Contribute to Continuous Process Improvement
- Contact borrowers via telephone, mail, and email to establish payment arrangements to rectify outstanding delinquencies on accounts
- Determine the most appropriate plan of action to resolve past due accounts
- Strong negotiation will be used to establish borrower payment plans
- Provide pertinent account information and history information in order to educate the borrowers as to the seriousness of the issue at hand
- Update demographic and other additional information on borrower accounts via the servicing system
Education
BA - INFORMATION TECHNOLOGY MANAGEMENT
WESTERN GOVERNORS UNIVERSITY
Skills
- Windows 10
- Office 365
- Active Directory
- Basic Customer Service
- Issue and Complaint Resolution
- Client Management
- Virtual and Cloud Technologies
- Software Installation and Maintenance
- Technical troubleshooting
- Customer support
- Account management
- Operating systems
Timeline
Technical Support Specialist- Tier 1 Helpdesk
Ellucian
07.2024 - Current
Technical Support Advisor
Conduent
11.2023 - 06.2024
Customer Service
Nelnet
01.2023 - 10.2023
BA - INFORMATION TECHNOLOGY MANAGEMENT
WESTERN GOVERNORS UNIVERSITY
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