Maria Lopez
Elgin,IL
Summary
Qualified Advanced Technical Support Specialist with 14 years of helpdesk, customer service, and training experience. Provides comprehensive software and hardware support. Adept at engaging customers by identifying issues and streamlining troubleshooting to effectively resolve technical issues. Technical support professional bringing valuable experience to role. Known for effectively resolving technical issues and enhancing user experiences. Highly collaborative, with strong focus on team synergy and adaptability. Skilled in diagnosing and addressing technical challenges with proficiency and reliability.
Overview
19
19
years of professional experience
Work History
Technical Support Specialist
Harper College
06.2017 - Current
- Student, Faculty, and Staff Account Management in Azure, Active Directory, and Google Admin
- Train and Assist Faculty, Staff, and Students with Software and Hardware used at the College.
- Performed the tasks of providing timely and accurate technical support to students and faculty via phone, in person, and chat.
- Maintain Knowledge Management Up to date with current software, hardware, and processes.
- Established strong communication channels between team members and clients, facilitating open dialogue for improved issue resolution.
- Developed custom solutions for unique client needs, demonstrating adaptability in addressing diverse challenges.
- Maintained up-to-date knowledge of industry trends, proactively implementing new strategies to enhance and expedite problem resolution.
Service Desk Coordinator A
Walgreens Corporate
07.2008 - 06.2017
- Train new staff on department processes and applications associated with their roles to ensure their success within the department
- Talent Acquisition Recruiter; Interview viable candidates to become coordinators for the Service Desk
- (Contractors and FTE’s) Develop and deliver training materials and quizzes associated with the new hire goals
- Coordinate and schedule coaching for all newly trained staff
- Manage Team of 15 Coaches, monitoring and provide feedback for self-improvement
- Analyze and identify hardware, software, procedural and/or communication problems, able to identify trends in these incidents and can assist the leadership team in resolving the root causes of these trends
- Manage Service Desk recruiting staff to ensure new staff development and uniformity for all new hires within T1 & T2 Levels
- Designed and implemented employee recognition & engagement Team; (Agent Enhancement Program for Service Desk staff).
Service Desk Coordinator B
Walgreens Corporate
09.2010 - 09.2012
- Added Responsibilities: Develop and deliver training materials and quizzes associated with staff developmental goals
- This included ITIL and Lean Six Sigma Basics training and nonretail incident handling training
- Coach and mentor newly trained CSRs
- Provide Quality spot checks on calls to help develop agents and improve service level quality
- Coordinate technology related training for new hires with the ability to communicate verbally via phone and one-on-one conversations, or to groups in meetings or classes
- Effectively communicate in writing via emails, letters, reports and presentations to various audiences
- Train new staff on department processes and applications associated with their job roles to ensure their success within the department.
Service Desk Coordinator C
Walgreens Corporate
07.2005 - 09.2010
- Customer Service Representative Tier 1 providing support for over 8000 + Walgreens locations within the United States and Puerto Rico
- Handled the responsibilities of promptly responding to incoming calls and tickets/incidents via REMEDY, within the IT service desk
- A solid understanding of PC skills and email system principles such as Microsoft Suite Office programs, and an intermediate skill level with Word, Excel and PowerPoint
- Completed troubleshooting documentation in REMEDY ticketing for software & hardware products and services to resolve user issues
- Worked with software developers, system engineers and programming professionals to gather information for reporting purposes
- Liaison between user and support groups to ensure that issues reported have been resolved satisfactory.
Education
Bachelor of Science in Computer Engineering Technology -
DeVry University
01.2005
Skills
- In Person, Phone and Remote Technical Support
- Customer Service Expert
- Fluent Bilingualism
- Staff Education and Training
- Knowledge Database Management
- Collaborative Team Player
References
Available upon request
Languages
Spanish
Native or Bilingual
Timeline
Technical Support Specialist
Harper College
06.2017 - Current
Service Desk Coordinator B
Walgreens Corporate
09.2010 - 09.2012
Service Desk Coordinator A
Walgreens Corporate
07.2008 - 06.2017
Service Desk Coordinator C
Walgreens Corporate
07.2005 - 09.2010
Bachelor of Science in Computer Engineering Technology -
DeVry University
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