Summary
Overview
Work History
Education
Skills
Certification
Languages
Affiliations
Timeline
Generic

Mitchell Waldele

Universal City,TX

Summary

Service desk agent with extensive experience in both inside and field roles, specializing in analyzing and resolving complex IT issues. Proven track record of effective troubleshooting and a strong commitment to customer service, ensuring all service problems are addressed. Recognized for ability to perform under pressure while providing empathetic support to clients in distress.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Clinical Service Desk Agent

Atos Global IT Solutions
Dallas, TX
09.2023 - Current
  • Suggested innovative ideas for improving customer experience with the service desk.
  • Assisted customers in troubleshooting hardware, software and network related problems.
  • Identified root causes of technical issues and implemented solutions accordingly.
  • Evaluated existing processes for areas of improvement or optimization.
  • Identified opportunities for improvement within existing processes and procedures.
  • Created service tickets to document all inquiries, incidents, requests and resolutions.
  • Tracked open cases to ensure timely resolution within established SLAs.
  • Maintained an up-to-date knowledge of the company's products, services and procedures.
  • Ensured that all customer interactions were logged accurately in the help desk database.
  • Provided technical assistance and support for incoming queries, issues and requests through phone calls, emails and chat.
  • Updated customers on progress towards resolution throughout the entire process.
  • Prepared reports summarizing service desk operations on a daily basis.
  • Conducted research into a wide range of computing issues as required by customers.
  • Provided detailed explanations to customers concerning product features and functionality.
  • Resolved customer complaints promptly and professionally.
  • Installed, upgraded and configured software applications according to customer needs.
  • Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.

Print Shop Assistant

OfficeMax
University, TX
01.2021 - 12.2022
  • Cleaned press cylinders and rollers on a regular basis to maximize efficiency and minimize downtime.
  • Packaged completed orders for shipment or pickup by customers.
  • Edited documents in Adobe Acrobat and other software programs to prepare them for printing.
  • Produced quotes based on customer specifications and estimated cost of services provided.
  • Resolved customer issues in a timely manner while providing excellent customer service.
  • Processed incoming mailings from clients that required various types of finishing work.
  • Assisted customers in selecting appropriate printing services for their needs.
  • Scheduled jobs according to priority level established by management.
  • Coordinated with vendors regarding orders placed for special items such as large format prints or specialty papers.
  • Created proofs from customer-provided artwork to show how prints will look when finished.
  • Repaired minor malfunctions in printing equipment with basic tools and parts.

Electronics Sales Associate

AAFES Exchange
Universal City, TX
01.2012 - 12.2021
  • Assisted customers with product selection based on their individual needs and preferences.
  • Conducted price comparisons between various models and brands of electronics to ensure competitive pricing.
  • Tracked sales trends for electronic products to inform purchasing decisions.
  • Executed daily opening and closing procedures for the electronics department.
  • Monitored stock levels of high demand items to ensure availability for customers.
  • Resolved customer complaints in a timely manner while adhering to company policies.
  • Adhered to all safety regulations while handling electrical equipment or appliances.
  • Assisted customers in locating products throughout the store and online.
  • Promoted additional services such as extended warranties and repair plans.
  • Processed payments using cash registers or point-of-sale systems.
  • Explained technical features and services associated with electronic items to customers.
  • Provided exceptional customer service by greeting customers, answering questions, offering assistance with merchandise selection.
  • Updated product knowledge through training sessions provided by vendors.
  • Upsold accessories that complimented electronic purchases.
  • Performed inventory counts as needed on electronic items within assigned departments.
  • Resolved customer complaints regarding products or services in a timely manner.
  • Maintained cleanliness of work area and ensured proper organization of merchandise displays.
  • Utilized manufacturer websites to research product information when required.

Camera Operator

Retama Park
Selma, TX
12.2004 - 12.2009
  • Attended post-production meetings with editors and producers regarding the final look of a project.
  • Worked with directors and producers to determine best camera placement for production scenes.
  • Performed basic maintenance tasks on equipment such as cleaning lenses or replacing batteries.
  • Assisted in the set-up of cameras for studio productions as well as on-location shoots.
  • Inspected cameras regularly for any signs of wear or damage before use in production shoots.
  • Communicated effectively with actors and talent during rehearsals and actual takes in order to get desired results.
  • Operated remote control devices to adjust camera settings from afar during filming.
  • Set up rigging points for camera support systems such as cranes, jibs and dollies.
  • Recorded video footage onto digital media or videotape formats according to industry standards.
  • Maintained technical equipment including cameras, lenses, tripods, and other related items.

Education

High School Diploma -

Judson ISK
Live Oak, TX
07-2010

Skills

  • Network troubleshooting
  • Service desk operations
  • Ticketing system management
  • Incident resolution
  • Technical documentation
  • Customer relationship management
  • Process optimization
  • Reporting and analysis
  • Knowledge management
  • Problem solving
  • Effective communication
  • Time management
  • Critical thinking
  • Guest communication
  • Team collaboration
  • Incident management
  • Ticketing system proficiency
  • Problem-solving skills
  • SLA management
  • Software knowledge
  • Client relationship management
  • Escalation management
  • Training and mentoring

Certification

  • Epic Security Proficient

Languages

English
Professional

Affiliations

Ongoing pursuit to higher education.

Currently part time provider for disabled family member's.

Timeline

Clinical Service Desk Agent

Atos Global IT Solutions
09.2023 - Current

Print Shop Assistant

OfficeMax
01.2021 - 12.2022

Electronics Sales Associate

AAFES Exchange
01.2012 - 12.2021

Camera Operator

Retama Park
12.2004 - 12.2009

High School Diploma -

Judson ISK

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