LATREZE TOWNSEND
Worcester,MA
Summary
Professional with strong background in technical support, adept at troubleshooting, problem-solving, and providing exceptional customer service. Skilled in system diagnostics, software installation, and technical issue resolution. Focused on team collaboration and achieving optimal results, adaptable to changing needs and consistently dependable.
Overview
11
11
years of professional experience
Work History
Tech Support Agent
UBS
Nashville, TN
11.2016 - Current
- Coordinating with Financial Advisors to provide technical support and troubleshoot computer systems throughout UBS framework.
- My role includes educating high net worth clients on RMA accounts, card services, and online access.
- Proficient with all office applications including Microsoft Office, Excel, Word, Onenote, Onedrive, MS Teams and PowerPoint.
- My experience also involves working with office 365 mobile applications.
- Skilled with all Citrix/Workspace remote applications.
- Trained new team members on systems and processes, fostering a culture of continuous learning and support excellence.
- Managed high call volume efficiently, addressing customer concerns promptly and professionally.
- Configured hardware, devices, and software to set up work stations for employees.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Developed knowledge base articles for common issues, streamlining the resolution process for both agents and customers.
- Tested new software and hardware prior to deployment.
Help Desk Agent
APEX SYSTEMS INC/DELL
Nashville, TN
05.2015 - 01.2017
- Proficient with Windows 10 and Windows 7 Operating System
- Desktops, laptops, tablets and similar computer workstations
- Comfortable with printers, document scanners, wands, docking stations, and barcode scanner
- Extremely knowledgeable with blackberry, android, iPad and iPhone devices
- Experienced with Microsoft Office 2007,2010,2013.
Education
B.S. Degree - Computer Science & Technology
Tennessee State University
Nashville, TN05-2014
Diploma - undefined
Houston High School
Germantown, TN05-2008
Skills
- Computer programming
- Computer applications
- Remaining calm in stressful work environments
- Troubleshooting
- Customer Service skills
- Knowledge in Active Directory
- Ability to adapt well to change
- Remote support
- Ticket management
- Software installation
- Network configuration
- Incident reporting
Timeline
Tech Support Agent
UBS
11.2016 - Current
Help Desk Agent
APEX SYSTEMS INC/DELL
05.2015 - 01.2017
Diploma - undefined
Houston High School
B.S. Degree - Computer Science & Technology
Tennessee State University
Section name
Latreze Townsend, Worcester, MA