Madison Whisman
IT Service Desk
Bluefield,VA
Summary
Friendly Help Desk Technician with multiple years experience of quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
12
12
years of professional experience
Work History
Computer/Computer Hardware Technician
Tazewell County Public Schools
Tazewell, VA
08.2021 - Current
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
- Patiently walked individuals through basic troubleshooting tasks.
- Imaged and prepared new computers for integration into company networks and systems.
- Oversaw equipment inventory to maintain on-hand availability of necessary replacement parts and consumable goods.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Performed troubleshooting to correct computer hardware and software malfunctions.
Information Technology - Help Desk Associate
First Community Bank
Bluefield, Virginia
04.2019 - Current
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Configured hardware, devices and software to set up work stations for employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Answered incoming calls from internal employees to resolve technical issues and software/hardware related problems.
Customer Service Representative/Teller
Summit Community Bank
Bluefield, WV
09.2017 - 10.2018
- Established and maintained relationships with individual or business customers or provide assistance with problems these customers may encounter.
- Oversee flow of cash or financial instruments.
- Count money in cash drawers at beginning of shifts to ensure that amounts are correct and that there is adequate change.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Customer Service Representative
The UPS Store
Bluefield , Virginia
02.2016 - 09.2017
- Completed all point of sale opening and closing procedures, including counting contents of the cash register.
- Handled all customer relations issues in a gracious manner and in accordance with company policies.
- Packed customer items to high standards of UPS to ensure the package was not damaged in process of shipping.
- Produced high quality finished material printed material in a timely and efficient manner.
- Offered customers different shipping services such as UPS, DHL, and USPS. Also, placed customer's mail in personal mailboxes.
Copy and Print Associate
Staples
Bluefield, Virginia
09.2014 - 12.2016
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
- Prepared and operated the offset printing press for maximum efficiency and production.
- Examined job orders to determine quantity, stock specifications, colors and special printing instructions
- Answered customer telephone calls promptly and in an appropriate manner.
Customer Service Representative
Echo Star/Dish Network
Bluefield , West Virginia
12.2013 - 06.2014
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Directed calls to appropriate individuals and departments.
Sales Floor Associate
Sam's Club
Bluefield, Virginia
06.2011 - 12.2013
- Answered questions regarding the store and its merchandise.
- Helped customers with questions, problems and complaints in person and via telephone.
- Stocked shelves and supplies and organized displays.
- Organized racks and shelves to maintain the visual appeal of the store.
- Trained and served as a peer coach for new sales associates.
Education
Bachelor of Science - Information Technology
Western Governor's University
In ProgressSkills
- Microsoft Office
- Photoshop
- Computer Troubleshooting
- Customer Relations
- Support Ticket System Management
- Remote System Analysis
- Technical Support Triage
Timeline
Computer/Computer Hardware Technician
Tazewell County Public Schools
08.2021 - Current
Information Technology - Help Desk Associate
First Community Bank
04.2019 - Current
Customer Service Representative/Teller
Summit Community Bank
09.2017 - 10.2018
Customer Service Representative
The UPS Store
02.2016 - 09.2017
Copy and Print Associate
Staples
09.2014 - 12.2016
Customer Service Representative
Echo Star/Dish Network
12.2013 - 06.2014
Sales Floor Associate
Sam's Club
06.2011 - 12.2013
Bachelor of Science - Information Technology
Western Governor's University
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