PRECIOUS ASEH
San Antonio,TX
Summary
Dedicated IT Support Specialist with 5+ years of experience in customer service and helpdesk roles. Skilled in troubleshooting, resolving technical issues, and providing exceptional customer service. Proficient in ticketing systems like Zendesk, ServiceNow, Jira, software/hardware troubleshooting, and remote support. Known for effective communication and problem-solving abilities, ensuring high levels of customer satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Help Desk Specialist II
INNOVATIVE HQ
03.2023 - 01.2025
- Delivered first-line support to 200+ employees across multiple departments, resolving technical issues related to software, hardware, and network connectivity within established SLAs
- Maintained Active Directory by managing user accounts, groups, and security settings, reducing time spent on account-related issues by 20%
- Monitored and maintained ticketing systems, escalating complex issues to Level 2 support and providing detailed incident documentation
- Spearheaded a process improvement project that reduced resolution times by 15%, enhancing response efficiency and decreasing repetitive issues
- Trained new team members in ticketing systems, company protocols, and technical troubleshooting, ensuring team readiness and continuity
- Supported the IT department in daily operations, including troubleshooting hardware and software issues
- Assisted in setting up new workstations and installing software for employees
- Participated in network maintenance tasks, including patch management and network monitoring
- Provided technical support for company events, ensuring smooth operation of audio-visual equipment
- Responded to technical support requests from employees and provided solutions to hardware, software, and networking issues
- Installed, configured, and maintained computer systems, printers, and peripherals
- Assisted in the management of Active Directory, including user account creation and password resets
- Monitored and maintained IT inventory, ensuring all equipment was in working condition and properly documented
- Collaborated with the IT team to implement new technologies and improve existing systems
- Responded to inquiries by phone, email and walk-up requests.
- Provided after-hours support during critical system updates or outages, minimizing downtime for users.
- Optimized system operation and resource utilization to streamline workflows and processes.
- Installed new desktop systems and migrated data to new machines.
- Oversaw installations of new technology and new personnel training.
- Monitored helpdesk performance metrics, identifying areas for improvement and implementing corrective actions.
Application Support/ Customer Service Representative
Panacea Smart solutions LLC
01.2021 - 02.2023
- Diagnosed and resolved user-reported software issues promptly
- Assisted users with application navigation and functionality inquiries
- Conducted testing and quality assurance on software updates and new features
- Developed and maintained user guides and technical documentation for applications
- Facilitated training sessions to educate users on application features and best practices
- Worked closely with developers to communicate user feedback and identify improvement opportunities
- Oversaw application deployment and ensured smooth transitions during upgrades
- Regularly checked application performance metrics to identify and address issues
- Utilized ticketing systems to log, prioritize, and resolve application-related issues
- Gathered and analyzed user feedback to inform future application enhancements and updates
- Managed customer inquiries and troubleshooting through phone, email, and chat with a focus on first-contact resolution, consistently achieving a 95% satisfaction rating
- Resolved a wide range of technical and non-technical customer issues, guiding users through system setup, updates, and troubleshooting steps to improve overall user experience
- Analyzed common technical issues, proactively creating help guides that reduced similar ticket volume by 10%
- Collaborated with the IT team to streamline customer feedback into actionable product improvements, enhancing user experience and satisfaction
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided backup support for organizational leadership.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
IT Support Specialist (Contractor)
Landmasters
01.2019 - 01.2020
- Provided Technical Support: Troubleshot hardware and software issues, minimizing user downtime
- Conducted User Training: Delivered training sessions to enhance staff proficiency with IT systems
- Performed System Maintenance: Regularly updated and secured systems to ensure optimal performance
- Maintained Documentation: Created comprehensive technical documents and user manuals
- Managed Inventory: Oversaw IT equipment and software licenses for compliance and efficiency
- Resolved Network Issues: Assisted in monitoring and maintaining network infrastructure for reliable connectivity
- Utilized Ticketing Systems: Logged and prioritized support requests to ensure timely resolution
- Achieved High Satisfaction Ratings: Received positive feedback with a customer satisfaction rating above 90%
- Implemented Cost-Saving Measure: Reduced IT expenses by 15% through effective software licensing management
- Improved Processes: Streamlined documentation and reporting processes, increasing team efficiency
Education
Computer Science -
Bamenda University of Science & Technology
02.2015
Skills
- Customer service
- Software troubleshooting
- Microsoft office
- Windows
- Operating systems
- VPN
- Active directory
- Microsoft windows server
- UNIX
- DNS
- Powershell
- Vmware
- Help desk
- Computer networking
- Communication skills
- Microsoft word
- Microsoft excel
- Firewall
- Troubleshooting
- TCP/IP
- Remote Access Software
- Zendesk
- Application Support
- Documentation review
- Leadership
- Time management
- Computer literacy
- VMWare
- Visual Studio
- SQL
- Mac OS
- Linux
Accomplishments
- Resolved product issue through consumer testing.
Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Linux Professional Institute Certification (LPIC-1) - Linux Professional Institute.
- HDI Desktop Support Technician (HDI-DST) - HDI.
- Microsoft Certified, Azure Fundamentals (AZ-900) - Microsoft.
Languages
English
Full Professional
French
Professional Working
Timeline
Help Desk Specialist II
INNOVATIVE HQ
03.2023 - 01.2025
Application Support/ Customer Service Representative
Panacea Smart solutions LLC
01.2021 - 02.2023
IT Support Specialist (Contractor)
Landmasters
01.2019 - 01.2020
- Linux Professional Institute Certification (LPIC-1) - Linux Professional Institute.
- HDI Desktop Support Technician (HDI-DST) - HDI.
- Microsoft Certified, Azure Fundamentals (AZ-900) - Microsoft.
Computer Science -
Bamenda University of Science & Technology
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