Marcia Harris
Austin,TX
Summary
Support Specialist with extensive experience at University of Texas and University of Southern California, recognized for strong communication skills and technical expertise. Demonstrated ability to manage high call volumes while maintaining strict data protection compliance. Skilled in utilizing ticketing systems to resolve issues efficiently, resulting in improved customer satisfaction. Flexible availability for multiple shifts, including weekends and holidays.
Overview
29
29
years of professional experience
Work History
Desktop Support Specialist
University Of Texas At Austin
Austin, TX
02.2020 - Current
- Recognized by management for providing exceptional customer service.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Provided technical support to end users in a corporate environment for desktop computers, laptops, and related peripherals.
- Adhered to organizational policies regarding data protection regulations at all times.
- Installed and configured hardware, software and network components according to established standards.
- Answered incoming calls from customers, and provided assistance in a timely manner.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
IT Support Specialist
University of Southern California, USC
Los Angeles, CA
12.2010 - 01.2020
- Collaborated with internal teams to deliver accurate information to customers.
- Participated in after-hours on-call rotation for critical support requirements.
- Provided technical support for end-users facing hardware and software challenges, both over the phone and in-person.
- Guided customers with clear, step-by-step troubleshooting solutions.
- Maintained precise documentation for reference on specific incidents.
- Recorded all customer interactions and resolutions in the Jira and ServiceNow ticketing systems.
- Applied de-escalation techniques to manage difficult customer situations effectively.
- Monitored cameras from all general-use classrooms, auditoriums, and libraries to keep track of student activity and the security of embedded hardware systems.
- Used two-way walkie-talkies to communicate with students and staff dispatched for troubleshooting purposes.
- Identified and resolved technical issues through remote diagnostics.
Client Support Analyst II
Sprint United Corporation
Los Angeles, CA
03.1996 - 12.2010
- Managed high volumes of client calls, delivering prompt and effective solutions.
- Conducted follow-ups to verify customer satisfaction with resolved issues.
- Analyzed client needs, providing tailored technical support for hardware and software problems.
- Documented interactions in ticketing system for accurate tracking and reporting.
- Investigated service disruption complaints to identify root causes.
- Responded to inquiries via telephone, email, and chat to address diverse concerns.
- Maintained confidentiality through stringent handling of sensitive data and charts.
- Assisted with data migration activities when required.
Education
Associate of Science - Information And Computer Systems
Northeastern University
Boston, MA05-1996
Skills
- Critical analysis and problem-solving
- Remote technical support
- High call volume management
- Effective communication skills
- 2-way radio and switchboard operations
- Multitasking proficiency
- Detail-oriented approach
- Collaborative teamwork
- Technical troubleshooting expertise
- Audio-visual system diagnostics
- Documentation oversight
- Issue resolution strategies
- De-escalation techniques
- Compliance with data protection regulations
- Service level agreement management
- Information security protocols
- Expertise in ticketing systems
- Help desk operations
References
References available upon request.
Timeline
Desktop Support Specialist
University Of Texas At Austin
02.2020 - Current
IT Support Specialist
University of Southern California, USC
12.2010 - 01.2020
Client Support Analyst II
Sprint United Corporation
03.1996 - 12.2010
Associate of Science - Information And Computer Systems
Northeastern University