Lois Cloud
Converse,TX
Summary
Focused Help Desk Analyst with 10+ years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.
Overview
13
13
years of professional experience
Work History
Help Desk Analyst /Tier 2 Technical Support Specialist
Success For All Foundation
Towson, MD
01.2006 - 07.2013
- 37.5 Hr Work Week
- 5 years providing support to customers as a remote employee.
- Customer-based support via Telephone, Email, Remote Access to Log Me in Rescue, Cisco's WebEx Web Conferencing, Remote Desktop Connection, on location to resolve problems and to guide customers through entering data into our database program
- Also, provide first-end technical support for problem-solving and set up of software programs.
- Assisted with updates of policies procedures and standards of software support.
- Researched, evaluated, and provided feedback on problems relating to End user's uses of our database program
- Traveled to customer Locations to provide on-site support and training.
- Attended conferences to train customers on database and software usage,
- Installed and updated hardware, software, and applications on Mac and PC devices.
- Supported end-users in software installations, hardware upgrades, and network troubleshooting to optimize system performance.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
Customer Service Representative
Forte Internet Software Inc.
Carlsbad, CA
06.2000 - 07.2009
- 20 Hr. Work Week
- Part-time remote position providing email based customer service and first end technical support for national and international customers
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer issues relating to access to Newsreader software program.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Provided administrative support placing orders and sending out invoices to customers for purchase order request
- Processed orders and provided quarterly reporting for German Distributor.
Education
Associate of Science - Business
Technical College of The Lowcountry
Beaufort, SC05.1994
Skills
- Microsoft Windows ME, XP and Vista and 365
- MAC OSX
- Microsoft Office (Outlook, Word, Excel and Power Point)
- Technical Troubleshooting
- Database Management
- Hardware and Software Configuration
- Teamwork and Collaboration
- User Support
- Software Installation
- Remote Support Management
- Issue and Resolution Tracking
- Professional Demeanor
- Problem-Solving
- Tracking and Documentation
References
References upon request
Timeline
Help Desk Analyst /Tier 2 Technical Support Specialist
Success For All Foundation
01.2006 - 07.2013
Customer Service Representative
Forte Internet Software Inc.
06.2000 - 07.2009
Associate of Science - Business
Technical College of The Lowcountry
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