Maddie Wrobel
Summary
Thorough and dependable team player with strong customer service capabilities. Experienced in handling numerous projects at once while consistently delivering accuracy. Demonstrates adaptability with swift capacity to learn and apply new skills.
Overview
5
5
years of professional experience
Work History
IT Services Support Specialist
Crowe LLP
04.2022 - 05.2024
- Provided Level 1 and Level 2 technical support and worked to identify problems within the software
- Managed high levels of simultaneous support tickets, calls and online chats (200+ tickets each month)
- Used ticketing systems to manage, process and escalate support requests
- Generated reports to track performance and analyze trends
- Diagnosed and troubleshot hardware, software and network issues
- Authored process improvement articles to decrease login issues for end-users and increase productivity
- Provided training and demonstrations for peers on various software
- Received consistent recognition from peers, managers and clients for outstanding customer service and teamwork
C-TRAC Support Technician
Crowe LLP
01.2020 - 04.2021
- Provided Level 1 technical support for clients and patiently walked individuals through basic troubleshooting tasks
- Monitored ticket, phone and email support requests
- Identified bugs within the software, created and escalated bug tickets
- Received consistent recognition from management for customer service
Administrative Assistant
Wicklander-Zulawski & Associates
02.2019 - 12.2019
- Answered multi-line phone system, routed calls, delivered messages to staff and managed email correspondences
- Partnered with colleagues to expand a smaller internal association and nearly double membership
- Liaised between clients and vendors and maintained effective lines of communication while events were being planned
- Built and maintained excellent customer relationships through timely response to inquiries and accommodating unusual requests
- Supported company leaders by researching venues, scheduling appointments and organizing itinerary
Education
Music Improvisation Conservatory - Theater, Improvisation, Musical Improvisation
Second City
Chicago, IL12.2019
High School Diploma -
Downers Grove North High School
Downers Grove, IL05.2015
Skills
- Customer Service
- Software Installation
- Account Management
- Application Support
- Ticket Management
- Microsoft 365
- Okta
Timeline
IT Services Support Specialist
Crowe LLP
04.2022 - 05.2024
C-TRAC Support Technician
Crowe LLP
01.2020 - 04.2021
Administrative Assistant
Wicklander-Zulawski & Associates
02.2019 - 12.2019
Music Improvisation Conservatory - Theater, Improvisation, Musical Improvisation
Second City
High School Diploma -
Downers Grove North High School
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