Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
20
20
years of professional experience
2
2
years of post-secondary education
Work History
Desktop Support/Desk Technician III
General Dynamics Information Technology Inc
Dallas, TX
08.2022 - 03.2023
Configures, installs, and supports desktop computers, laptop computers, printers, monitors, and other general peripherals
Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support software
Relocates IT equipment including desktop computers, printers, monitors, and other general peripherals
Provide end-user software troubleshooting and support daily maintenance and incident/problem resolution for escalation of desktop support related issues
Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required
Connects and configures IT devices to use computer networks
Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates
Provides software support for user's applications, including basic to advanced software operations and general use of computers and peripherals
Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management
Provides virtual/remote assistance sessions with Bomgar and Apple Remote Desktop
Develops end-user documentation and instructions
Document all user requests and actions taken in ServiceNow ticketing system
Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction
Ability to work well under pressure and to meet deadlines as needed
Re-images desktops and laptops, as needed, and deploys new equipment to end users
Tracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraints
Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory
Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and peripherals
Follows set policies and procedures when assisting clients to ensure proper handling of requests
Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I/II support
Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed
Provide support for escalated issues from help desk analysts.
Help Desk Technician 2
General Dynamics Information Technology Inc
Bossier City, LA
12.2021 - 08.2022
Assist and support end-users with technical issues and questions related to software systems and applications to include but not limited to, MS Operating Systems, Microsoft Office 365 and specialized DoS applications via multiple support channels including phone, email, chat sessions, web forms, and other communication methods available
Apply basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
Manage and update customer specific database to ensure accurate recording of work performed according to business processes and standard operating procedures (SOP)
Provide case status updates to management and end-users according to service level guidelines
Ensure positive customer experiences through utilization of your customer service skills
Hone and develop your communication skills while interacting with diverse audiences
Utilize your time management skills to adhere to contact center scheduling, including lunch and breaks while you thrive in a high energy, fast paced environment
May coach and mentor other teammates and peers in your area of expertise.
Customer Service Agent
Prosphere Tek
Bossier City, LA
09.2019 - 12.2021
Diagnoses, identifies, isolates, and analyzes trends utilizing historical database records
Maintains and updates records and tracking databases
Logs and tracks inquiries using a problem management database and maintains historical records and related problem documentation
Responsible for all customer inquiries and questions including billing issues
Always provide excellent customer service
Follow up to customer inquiries by taking specific action in a timely manner
Troubleshoot equipment and system problems in a timely manner while ensuring excellent customer service
Provide technical support including diagnosing, researching, identifying, testing and implementation of solutions to resolve product issues
First call resolution
Enters data from customers into various software programs
Appropriately communicate with upset customers to resolve their inquiries
Thrives as a team player in a fast-paced, high-energy, change-oriented environment
Participates in additional training courses when needed
Performs other related duties and assignments as required and as assigned by supervisor or manager
Exercise retention efforts when appropriate.
Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Addressed customer account discrepancies and concerns.
Customer Service Representative
Teleperformance
07.2019 - 09.2019
From Home
Troubleshooting all apple devices
Respond to inbound calls
Troubleshoot and resolve advanced technical issues
Diagnoses, identifies, isolates, and analyzes trends utilizing historical database records
Maintains and updates records and tracking databases
Logs and tracks inquiries using a problem management database and maintains historical records and related problem documentation
Responsible for all customer inquiries and questions including billing issues
Always provide excellent customer service
Follow up to customer inquiries by taking specific action in a timely manner
Troubleshoot equipment and system problems in a timely manner while ensuring excellent customer service
Provide technical support including diagnosing, researching, identifying, testing and implementation of solutions to resolve product issues
First call resolution
Enters data from customers into various software programs
Appropriately communicate with upset customers to resolve their inquiries
Thrives as a team player in a fast-paced, high-energy, change-oriented environment
Participates in additional training courses when needed
Performs other related duties and assignments as required and as assigned by supervisor or manager
Exercise retention efforts when appropriate.
Customer Service Agent
Prosphere Tek
Bossier City, LA
01.2019 - 01.2019
Diagnoses, identifies, isolates, and analyzes trends utilizing historical database records
Maintains and updates records and tracking databases
Logs and tracks inquiries using a problem management database and maintains historical records and related problem documentation.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Contacted customers to return routine and general calls promptly.
Sought out extra training opportunities to enhance customer relationship management abilities.
Adapted to new applications and maintained knowledge of current technologies.
Answered constant flow of customer calls with minimal wait times.
Answered customer telephone calls promptly to avoid on-hold wait times.
Property Manager
LCJ Management
Highlands, Texas
07.2018 - 09.2018
Maintained original leases and renewal documents in digital and hardcopy format for property management office.
Coordinated with janitorial and engineering staff on maintenance and upkeep.
Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
Communicated effectively with owners, residents, and on-site associates.
Kept properties in compliance with local, state and federal regulations.
Planned special events such as lotteries, dedications and project tours.
Generated leads for sales and rental properties through cold calls and referrals.
Monitored and tracked payments and expenses, providing timely and accurate financial reports.
Customer Product Support Advisor
Concentrix
Houston, Texas
10.2016 - 12.2017
Responsible for all customer inquiries and questions including billing issues
Provide excellent customer service at all times
Follow up to customer inquiries by taking specific action in a timely manner
Troubleshoot equipment and system problems in a timely manner while ensuring excellent customer service
Provide technical support including diagnosing, researching, identifying, testing and implementation of solutions to resolve product issues
First call resolution
Enters data from customers into various software programs
Appropriately communicate with upset customers to resolve their inquiries
Thrives as a team player in a fast-paced, high-energy, change-oriented environment
Participates in additional training courses when needed
Performs other related duties and assignments as required and as assigned by supervisor or manager
Exercise retention efforts when appropriate
Help Desk Specialist
TrustComm
Houston, Texas
10.2015 - 11.2015
Skilled at analyzing a company’s network and technology needs
Proficient at server management, maintenance & troubleshooting
Experienced at troubleshooting and maintenance of computers and smartphone technology
Using Apple, Windows, and Android Platforms
Computer/Cell Phone Troubleshooting
Tier 1 & 2 Network Operations Center Experience
Coordinate with team members for maintaining portions of the system
Performed regular preventive and corrective maintenance to network devices.
Customer Engineer 1
Computech
Houston, Texas
08.2015 - 10.2015
Using Apple, Windows, and Android Platforms
Answering Calls
Performed regular preventive and corrective maintenance to network devices
Maintain system and customer configuration documentation
Identified performance issues and recommend/implement corrections
Identify alarm correlations and appropriate response actions.
Correctional Officer V
Texas Department of Criminal Justice
Dickinson, Texas
11.2002 - 08.2014
Negotiation
Performed other duties required by supervisor
Supported experts on execution of system implementation and upgrades
Critical Thinking
Monitoring
Judgment and Decision Making
Conducted routine and emergency head counts.
Observed behavior of residents individually and in groups.
Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
Escorted inmates to and from cells, court, hospitals, and medical appointments.
Tracked inmates through head counts, visitor logs, and scheduled activities.
Inspected work sites and crew trucks for contraband, cleanliness, and safety.
Provided guidance and support to inmates to help reintegrate in society and establish new beginnings.
Searched cells of inmates to identify and confiscate contraband and other prohibited items.
Made rounds at specified intervals and conducted head counts and roll calls.
Established positive working relationships and maintained boundaries with resident offenders.
Built solid relationships with staff and residents to keep institution safe and secure.
Responded to emergency situations and de-escalated hostile confrontations.
Enforced rules and regulations to maintain order among inmates.
Transported inmates to and from court hearings, medical appointments and other locations.
Education
Associates - Applied Science
ITT Technical Institute – South Houston
01.2014 - 01.2016
Skills
Active Directory
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Accomplishments
Used Microsoft Excel to develop inventory tracking spreadsheets.
Inventory Management & Property Control Specialist at General Dynamics Information TechnologyInventory Management & Property Control Specialist at General Dynamics Information Technology
Customer Service Representative at General Dynamics Information Technology (GDIT)Customer Service Representative at General Dynamics Information Technology (GDIT)