CHRISTA CLARK
Schertz
Summary
IT professional with extensive experience at E-Solutions/CPS Energy, specializing in user communication and technical support. Achieved a 30% reduction in ticket resolution time while significantly enhancing user satisfaction through effective issue escalation and thorough hardware diagnostics. Dedicated to delivering exceptional service and improving operational efficiency.
Overview
4
4
years of professional experience
Work History
Information Technology Service Desk
E-Solutions/CPS Energy
09.2023 - 06.2025
- Delivered exceptional user support by resolving 150+ inquiries weekly through phone, chat, and email.
- Enhanced service desk efficiency by reducing ticket resolution time by 30% through streamlined processes and effective best practices.
- Streamlined ticket entry in incident tracking system, enhancing resolution speed.
- Resolved over 100 customer service inquiries monthly by escalating complex issues for timely resolution.
Information Technology Desktop Support
HCL America / USAA
San Antonio
06.2022 - 05.2023
- Monitored desktop environments, achieving 100% compliance with company policies and industry regulations, enhancing overall security.
- Increased user satisfaction by 25% for desktop systems through timely and effective support.
- Enhanced technical support process, reducing end-user resolution times by 30% within six months.
- Created and maintained documentation for 100+ resolved issues. enhancing knowledge sharing and supporting team efficiency.
Computer User Support Specialist
ACI Learning
San Antonio
02.2021 - 10.2022
- Proactively diagnosed and resolved over 200 computer hardware, software, and network issues, enhancing user productivity.
- Resolved 95% of network issues on first call, enhancing overall system reliability and performance.
- Streamlined installation and configuration of 50+ computer systems, improving network connectivity and performance.
- Configured 20+ hardware and software systems, reducing onboarding time by 30% through efficient workspace setup.
- Resolved 15+ technical issues with innovative solutions, enhancing system efficiency by 25%.
- Delivered technical support to over 150 users, enhancing issue resolution efficiency by 30%.
Education
Bachelor - Computer Science
Colorado Technical University
Colorado Springs01-2022
Associate's Degree - Business Administration and Management, General
American InterContinental University
San Antonio, TX01-2016
High School - General Studies
Poteet High School
01-2007
Some College (No Degree) -
ACI Learning Tech Academy
TexasSome College (No Degree) - CompTIA A+ Core1
ACI Learning TECH Academy
San Antonio, TXSkills
- Technical hardware diagnostics
- Network performance analysis
- Hardware support
- Software support
- Desktop support services
- Incident management
- Remote IT assistance
- Proficiency in ticketing systems
- Issue escalation coordination
- User communication skills
Projects
Parent Volunteer, Schertz/Cibolo/Universal City ISD, 08/01/18, 01/01/22, Provide support to staff and faculty from bell to bell., Assisted with organizing yearly Science fairs, off-campus field trips, food drives, open house, school plays, and concerts., Monitor students to ensure safety and COVID-19 guidelines., Being readily available to perform basic first aid.
Timeline
Information Technology Service Desk
E-Solutions/CPS Energy
09.2023 - 06.2025
Information Technology Desktop Support
HCL America / USAA
06.2022 - 05.2023
Computer User Support Specialist
ACI Learning
02.2021 - 10.2022
Bachelor - Computer Science
Colorado Technical University
Associate's Degree - Business Administration and Management, General
American InterContinental University
High School - General Studies
Poteet High School
Some College (No Degree) -
ACI Learning Tech Academy
Some College (No Degree) - CompTIA A+ Core1
ACI Learning TECH Academy