Maya Walker
Katy,TX
Summary
Team-Oriented IT Help Desk Technician with 3 years of 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, attention to detail, and efficiency even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
5
5
years of professional experience
Work History
IT Help Desk Technician
Texas Army National Guard
07.2020 - Current
- Increased system efficiency through the implementation of proactive maintenance measures and regular updates.
- Streamlined help desk operations by implementing an effective ticket management system.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Improved productivity within the company by providing comprehensive training on new software applications.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Conducted regular system maintenance tasks, ensuring optimal performance and minimizing downtime for endusers.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Improved network efficiency by optimizing configurations and implementing necessary updates.
Education
CompTIA A+
Austin Peay State University
Clarksville, TN03.2025
Skills
- Security Protocols
- System diagnostics
- Network Configuration
- Ticket management
- Hardware and Software Proficiency
- Software Installation and Troubleshooting
- Technical Support
- Software Updates
- IT Documentation
- VoIP Support
- Customer service expert
- Professional telephone demeanor
- Call center experience
- Microsoft Office Suite
Timeline
IT Help Desk Technician
Texas Army National Guard
07.2020 - Current
CompTIA A+
Austin Peay State University
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