Rhiannon Maxam
Daytona Beach,FL
Summary
Seasoned IT Support Help Desk Technician with 2 years of experience at Bethune-Cookman University. Expert in user profile management, security access, and training new technicians. Seeking IT Support Helpdesk Coordinator role to leverage technical troubleshooting skills and customer support expertise.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Support Help Desk Technician
Bethune-Cookman University
02.2022 - Current
- Collaborate with customer service teams to address and resolve customer inquiries consistently
- Manage user profiles, enforce security protocols, and maintain shared file systems for optimal accessibility
- Train new technicians, enhancing team performance and operational efficiency through effective knowledge transfer
- Managed approximately 30 incoming calls, emails and helpdesk tickets per day from customers.
- Supervised 15 Students workers and interns.
Education
Bachelor of Science - Computer Information Systems
Bethune-Cookman University
Daytona Beach, FL01.2022
Skills
- Written & Oral Communication
- Problem Solving
- Time Management
- Peer Training
- Incident Management
- Active Listening
- MacOS
- Help Desk Support
- Ticketing Systems
- Customer Relations
- Troubleshooting
- Service Desk
- Databases
- Technical Writing
- Technical Troubleshooting
- Java
- HTML
- Budget Preparation
- Help Desk Software Proficiency
- Customer Service
- Adaptability
- Communication
- Networking Knowledge
- Windows 10 & 11
- Microsoft Azure Administration
- Active Directory
- Software updates
- Issue resolution
- Remote system analysis
- Application support
- User training
- Ticket management
- Technical support triage
- Data processing
- Remote support
- Software installation
- Help desk software
- IT documentation
- Data backup and recovery
- Operating systems
- Computer workstation setup
- Troubleshooting and diagnosis
- Technical support
- Desktop support
- Staff education and training
- Issue troubleshooting
- Call center operations
- Technical troubleshooting
- Account updating
- Customer success management
- Customer service expert
- Microsoft outlook
- Active listening
- Technical issues analysis
- Mac systems
- Ticket support system management
- Technical documents comprehension
- Data entry
- Product knowledge
- Decision-making
- Verbal and written communication
- MS office proficiency
Certification
- Microsoft Technology Associate (MTA)
- IT Service Desk Management Fundamentals
- Networking Foundations: Networking Foundations
- Certificate of Training
Timeline
IT Support Help Desk Technician
Bethune-Cookman University
01.2022 - Current
Bachelor of Science - Computer Information Systems
Bethune-Cookman University
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