Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Naoko Matsushima

Brooklyn,NY

Summary

Proven IT professional with a track record of enhancing system efficiency and user satisfaction at CAC America Corporation. Expert in troubleshooting, remote support, and user training, significantly reducing downtime costs. Skilled in fostering team productivity and leveraging technical and interpersonal abilities to resolve complex technical issues, ensuring seamless operations and elevated customer service standards.

Overview

14
14
years of professional experience

Work History

Support-technician/Team Leader

CAC America Corporation
06.2010 - 10.2023
  • Coordinated with vendors to resolve equipment malfunctions quickly and efficiently, reducing downtime costs.
  • Managed inventory of hardware components for timely replacement or repair as needed.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Trained users on how to operate components and systems.
  • Responded to telephone, email and in-person inquiries regarding [Item] operation, use and repair.
  • Developed comprehensive documentation for support processes, enabling faster issue resolution for team members.
  • Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Maintained up-to-date knowledge on industry trends and emerging technologies, ensuring prompt resolution of complex issues.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Trained junior technicians to improve their technical skills and increase overall team productivity.
  • Served as a key point of contact for end-users experiencing technical difficulties, providing clear communication throughout the resolution process.
  • Updated documentation and produced reports.
  • Walked individuals through basic troubleshooting tasks.
  • Supported remote employees by setting up virtual desktop environments and providing necessary access to company resources, ensuring seamless integration into the workplace.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Configured hardware and granted system permissions to new employees.
  • Researched product and issue resolution tactics to address customer concerns.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Researched and identified solutions to technical problems.
  • Held weekly team meetings to inform team members on company news and updates.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.

IT Support Specialist

Actus Consulting Group, Inc.
12.2009 - 05.2010
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Delivered onsite technical support for [Number] employees.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Answered questions and provided information to customers about new software or hardware.
  • Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.

Education

Bachelor of Arts - Computer Science

Hunter College of The City University of New York
New York, NY
05.2009

Associate of Applied Science - Computer Information Systems

Borough of Manhattan Community College of The City University of New York
New York, NY
05.2003

Bachelor of Arts - International Relations

University of Shizuoka
Shizuoka, Japan
03.2000

High School Diploma -

IHARA High School
Shizuoka, Japan
03.1996

Skills

  • Troubleshooting abilities
  • Remote Support
  • Technical Support
  • Desktop support
  • Repair skills
  • Security Protocols
  • System Maintenance
  • User Training
  • Ticket management
  • Software Installation
  • Data Recovery
  • Virus Removal

Languages

Japanese
Native or Bilingual
English
Full Professional

Timeline

Support-technician/Team Leader

CAC America Corporation
06.2010 - 10.2023

IT Support Specialist

Actus Consulting Group, Inc.
12.2009 - 05.2010

Bachelor of Arts - Computer Science

Hunter College of The City University of New York

Associate of Applied Science - Computer Information Systems

Borough of Manhattan Community College of The City University of New York

Bachelor of Arts - International Relations

University of Shizuoka

High School Diploma -

IHARA High School

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Naoko Matsushima