Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

Patricia Booker

Saint Ann,MO

Summary

Experienced IT Services Support Specialist with a proven track record, excelling in remote desktop support and customer service. Expert in troubleshooting complex technical issues, computer hardware and software issues in customer-focused environments. and maintaining system security. Recognized for enhancing service uptime and fostering strong client relationships through effective communication and problem-solving skills. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

9
9
years of professional experience

Work History

IT Services Support Specialist

ISPN
12.2024 - Current
  • Provide technical support to end-users via phone, email, and remote desktop tools, ensuring timely resolution of issues.
  • Troubleshoot hardware and software problems, including network connectivity, operating systems (Windows, Mac, Linux), and application errors.
  • Respond to service desk tickets, prioritize and escalate issues based on urgency, and track resolution progress using [Ticketing System [Jira, ServiceNow, Zendesk].
  • Managed Approximately 60 emails, calls and chats per day.
  • Maintain system security by ensuring proper access control, password management, and security patching.
  • Resolve complex technical issues related to servers, databases, and cloud computing platforms with a focus on service uptime.

Accounts Receivable Clerk

UniFirst
02.2022 - 04.2024
  • Prepared and mailed invoices to customers, processed payments, and documented account updates.
  • Submitted EFT and check deposits and generated receipts to record money received.
  • Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
  • Used accounting software and portals to reconcile accounts, track income, and generate invoices. [SAGE, PAYA, CITRIX,ETC]
  • Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships.
  • Processed approximately 70 invoices per day

Customer Service Representative

Concentrix
10.2016 - 01.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed approximately 80-100 calls and emails per day from customers
  • Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Set up customer payment plans to cover annual policies and renewals.

Education

Cyber Security & Data Analytics Certificate -

Savvy Coders
St Louis, MO
12-2024

High School Diploma -

McClure South Berkeley
St.Louis
05-2015

Skills

  • Ticketing system experience
  • IT asset management
  • Remote desktop support
  • Software installation
  • Network administration
  • Data recovery
  • System configuration
  • Virtualization technologies
  • Customer service
  • Remote support
  • Product troubleshooting
  • Windows 10
  • Linux programming and administration
  • MS office proficiency

Software

Shell Scripts, Powershell, Python, Bash, SQL, Hydra, Azure, Kali, AWS

Timeline

IT Services Support Specialist

ISPN
12.2024 - Current

Accounts Receivable Clerk

UniFirst
02.2022 - 04.2024

Customer Service Representative

Concentrix
10.2016 - 01.2021

Cyber Security & Data Analytics Certificate -

Savvy Coders

High School Diploma -

McClure South Berkeley

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Patricia Booker