Lidia Taye
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 1 and 2 support knowledge.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
BankFund Staff Federal Credit Union
07.2019 - 08.2023
- Provided prompt technical assistance to end-users through phone, email, and in-person interactions, resolving hardware and software issues effectively
- Managed the helpdesk system, ensuring timely ticket resolution and maintaining high levels of customer satisfaction
- Collaborated with cross-functional teams to implement system upgrades and ensure optimal network performance and security
- Conducted routine maintenance tasks, including updates, patches, and system configurations
- Assisted in onboarding new employees, configuring workstations, and delivering training on IT policies
- Assisted senior IT professionals in diagnosing and troubleshooting technical problems for employees
- Contributed to network maintenance tasks, including basic configuration and monitoring
- Provided remote support to off-site team members, resolving software installation and configuration issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Regional IT/ Service Desk
Ciena
05.2016 - 08.2017
- Provided Help Desk-based IT phone support to end-users for a fast-paced web hosting firm, including troubleshooting, server support, and customer service using ServiceNow ticketing
- Handled all desktop support, Mobile device (iOS/Android) issues in a high-volume
- Manufacturing firm
- Work with users to develop Salesforce.com reports and dashboards
- Provide user assistance with network connectivity, administer local building networks
- And manage DNS & DHCP for departmental networks
- Familiar with procedures for IT assistance in LANs, routers, peer-to-peer file sharing
- Connectivity of remote desktop servers, TCP/IP networking
- Work with end users, resolving their software and hardware issues in efficient manners
- Troubleshoot and customize Office 365 applications including Word, Excel, One Note
- Skype for Business, Outlook, Yammer, and Microsoft Teams
- Exchange/Office 365 support, maintenance, and administration (Account provisioning
- Migration from exchange and Jabber to office 365, distribution group creation)
- Responded to 15 individual tickets every day on average to provide end-user support on
- Windows and MAC operating systems
- Assist Team Lead with on/off boarding requests
- Resolved any RSA/ MFA issues
- Engaged end users and answered questions via email, phone, and website live chat and in forums.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
Skills
- Technical Troubleshooting
- Helpdesk Management
- Hardware and Software Installation
- Network Configuration
- Customer Service
- Remote Support
- System Maintenance
- Documentation and Reporting
- Team Collaboration
- Technical Proficiency:
- Operating Systems: Windows, macOS, Linux
- Ticketing Systems: Zendesk, ServiceNow
- Tools: Microsoft Office Suite, Active Directory, Remote Desktop Experience:
- Hardware Replacement
- Microsoft Active Directory
- User Experience
- Data Connectivity
- Helpdesk Call Support
- Computer System Diagnostics Software
- Kayako Support Ticketing System
- Technical Support and Assistance
- Hardware Upgrades
- Mobile Device Management
- Organizational Skills
- Operating System Management
- Technical Equipment Inspection
- Hardware and Software Repair
- Support End-Users
- Troubleshooting Network Issues
- Resolve Technical Problems
- Creative Issue Resolution
- Closing Tickets
- Tracking and Documentation
- Issue and Resolution Tracking
- Virtual Local Area Networks
- Microsoft Certification
- Tablets Support
- Microsoft Windows and Office
- Computer Operating Systems
- Remote Access Software
Certification
- Certified [Job Title], [Company Name] - [Timeframe]
Timeline
IT Technical Support Specialist
BankFund Staff Federal Credit Union
07.2019 - 08.2023
Regional IT/ Service Desk
Ciena
05.2016 - 08.2017
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