Letishia Silva
Dallas,TX
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Desktop Support Team Lead
22nd Century-Dallas County
10.2023 - Current
- Running reports for daily productivity
- Training team members, setting strategy and monitoring progress towards goals.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
Desktop Support Technician
GTS -Dallas County
12.2022 - 10.2023
- Working with end user to set up desktop and laptop
- Installing company software and troubleshooting problems
- Evaluating and testing existing networks and systems to perform regular maintenance
- Resolving break fixes and requests in ticketing system.
CSR/ Technical Support
Continumm/Verizon
12.2021 - 12.2022
- Effectively service, resolve and documentation on escalated customer issues
- Self-manage follow-ups to ensure timely resolution and assist teammates with their follow-ups
- Exceed accordance with company policies / procedures and state/federal laws by upholding over 95% quality scores.
Advanced Technical Support Representative
AppleOne
04.2021 - 12.2021
- Managed customer technical support calls for high-end clients to ensure proper system diagnosis and resolution was executed
- Assisted management with disseminating queued reports to staff, handling escalation calls, training and discussing metrics with staff (Team Lead duties)
- Team leader in upholding over 95% quality and quantity scores and adherence with company policies/procedures and state/federal laws.
Product Account Representative
Dominion Enterprises
11.2019 - 04.2021
- Managed 8+ accounts and product installation and inventory databases for car lots
- Led project for website marketing optimization, where month-over-month sales increased by up to 18% during my tenure
- Worked with management to update product communications and was regularly assigned to assist with ad hoc projects.
Supply Chain Business Analyst
Barnes Jewish Hospital
01.2015 - 11.2019
- Created and confirmed reports related to supply inventory needs to ensure supplies were ordered and delivered timely as well as within budget parameters
- Provided product shipment delivery QC, maximizing efficiency and eliminating delays
- Organized and monitored logistics documents, including bills of lading, delivery receipts, packing lists, and load tags.
- Streamlined warehouse operations, resulting in reduced labor costs and increased productivity.
Technical Support Customer Service Representative
AvadeWorld Telecomm.
11.2015 - 09.2018
- Supported L1/L2 clients by troubleshooting hardware and network connections
- Assigned to support pilot program for consolidating workflow and processing systems
- Assigned to Manager-in-Training program, where I handled escalation calls, training.
Operations Manager
Leader Aesculap Inc
01.2011 - 11.2015
- Supervised team of up to 15 members, where I trained new associates within the scope standard operating procedures and operational processes
- Timely ordered surgical instruments using SAP system and ensured International, Hazmat and special packages shipped meeting the minimum requirement for DOT / IATA
- Awarded Manager and Team of the Month on various occasions for exceeding performance and quality metrics.
Education
Bachelor of Arts - Healthcare Administration
University of Phoenix
Skills
- Microsoft Office Suite
- Level 2 IT Technical Support Customer Service
- Records Management
- QuickBooks
- Quality Management
- Supportive Project Management
- Business Reporting and Analysis
- Stakeholder Engagement
- Excellent People Skills
- Written/ Verbal Communication
- Team Building
- Program Implementation
- Leadership Experience
- Attention to Detail
- Integrity/Objectivity
- Hardware Installation
- Application installations
- Desktop Technical Support
- Remote Support
- Data Recovery
Certification
- Google IT Support, Current
- Leadership Excellence, Current
Timeline
Desktop Support Team Lead
22nd Century-Dallas County
10.2023 - Current
Desktop Support Technician
GTS -Dallas County
12.2022 - 10.2023
CSR/ Technical Support
Continumm/Verizon
12.2021 - 12.2022
Advanced Technical Support Representative
AppleOne
04.2021 - 12.2021
Product Account Representative
Dominion Enterprises
11.2019 - 04.2021
Technical Support Customer Service Representative
AvadeWorld Telecomm.
11.2015 - 09.2018
Supply Chain Business Analyst
Barnes Jewish Hospital
01.2015 - 11.2019
Operations Manager
Leader Aesculap Inc
01.2011 - 11.2015
Bachelor of Arts - Healthcare Administration
University of Phoenix