Summary
Overview
Work History
Education
Skills
Timeline
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Meranda Amador

San Antonio,TX

Summary

I bring strong communication skills, decisiveness, and the ability to inspire others. With over 10 years of technical expertise, customer service experience, and a passion for technology, I am confident that I would be an excellent addition to your company.

Overview

13
13
years of professional experience

Work History

Help Desk Analyst

CAPITAL GROUP COMPANIES, INC
San Antonio, TX
05.2017 - 07.2024
  • Worked with Active Directory and basic troubleshooting.
  • Maintained detailed documentation of customer interactions, changes made, and resolutions taken in ServiceNow ticketing system.
  • Provided Technical support to customers via various channels of communication including phone, email, chat, and remote sessions (Bomgar, MS Teams, Webex)
  • Demonstrated familiarity and proficiency in utilizing Microsoft Office software and products.
  • Diagnosed and resolved issues with VPN connections and VDI machines

Help Desk Support Specialist

Y&L Consulting
San Antonio, TX
09.2015 - 07.2016
  • Managed and optimized VDI infrastructure with expertise in VMware, Vsphere, Wyse Terminals, Cisco VPN, and Horizon View Clients.
  • Reset, disconnected, and logged off VDI sessions using VMware Horizon View Administrator with different identifiers like host names and IP addresses.
  • Provided remote assistance to users utilizing a range of tools including VSphere, VNC Viewer, and SCCM (System Center Configuration Manager)
  • Assisted in server additions for local and offshore VDI users by utilizing Horizon View and VMware.
  • Created tickets using Aldon and Service Now.

Help Desk

HCL Technologies
09.2014 - 06.2015
  • Assisted in the implementation of Cisco any connect and VMware technology for both work at home and offshore agents
  • Troubleshot Avaya and Cisco phone problems
  • Received and responded to calls, emails, and web-tickets from end users and other Agency Service Desks / Help Desks by promptly creating Incident or Service Request tickets while logging relevant information.

Lead Help Desk

Conduit Global
San Antonio, TX
05.2011 - 08.2014
  • Assisted remote agents in Citrix installation and virtual machine troubleshooting
  • Managed escalated calls, conducted customer follow-ups on open/pending tickets and assumed full ownership of ticket,
    Supervised escalated calls, ensured prompt customer follow-up on open/pending tickets and took sole responsibility for the ticket,
    Handled escalated calls, executed customer follow-ups regarding open/pending tickets and claimed ownership of the ticket
  • Coordinated and tracked ticket progress across multiple departments, ensuring prompt resolutions.
  • Developed a comprehensive daily itinerary for new agents to enhance their confidence and facilitate the transition from training to call center floor or remote project work.
  • Coached and trained agents while providing feedback on call reviews, helping them identify areas for improvement.
  • Mentored and developed teams ranging from 15 to 35 representatives simultaneously.

Education

High School Diploma -

San Antonio School For Inquiry And Creativity
San Antonio
05-2005

Skills

  • Help Desk
  • WPM 75
  • Microsoft Windows and Office Applications
  • Active directory (Unlocking accounts, resetting AD password)
  • MS Office XP Professional, Outlook Exchange
  • FTP, LAN, WAN
  • Active Directory, Remote Desktop
  • VPN
  • VMware
  • VDI machines
  • Horizon View
  • Citrix
  • Cisco Anyconnect Secure Client
  • Avaya and Cisco phones
  • Soft IP phones
  • 10Key 12,600 KPH
  • Experience Training and Mentoring Agents
  • Remote sessions (MS Teams, Webex, Bomgar)
  • ServiceNow Ticketing System
  • Phone, Email, and Chat support
  • Software troubleshooting and installation

Timeline

Help Desk Analyst

CAPITAL GROUP COMPANIES, INC
05.2017 - 07.2024

Help Desk Support Specialist

Y&L Consulting
09.2015 - 07.2016

Help Desk

HCL Technologies
09.2014 - 06.2015

Lead Help Desk

Conduit Global
05.2011 - 08.2014

High School Diploma -

San Antonio School For Inquiry And Creativity

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Meranda Amador