Ridwan salami
San Antonio,TX
Summary
Dynamic IT Help Desk Agent with Conduent, skilled in remote support and technical troubleshooting. Enhanced customer satisfaction through effective issue resolution and streamlined processes. Proven ability to build rapport with clients and train new team members, leveraging strong communication and multitasking skills to optimize service delivery and reduce downtime.
Professional IT support specialist with robust foundation in troubleshooting, system maintenance, and customer service. Proven ability to provide effective solutions and ensure seamless technology operations. Strong team collaborator with knack for adapting to evolving needs and consistently delivering results. Skilled in network management, software installation, and user training, showcasing reliability and proactive approach to problem-solving.
Diligent [Desired Position] with comprehensive background in IT support and troubleshooting. Successfully resolved technical issues and provided exceptional customer service in high-pressure environments. Demonstrated problem-solving abilities and effective communication skills.
Overview
5
5
years of professional experience
Work History
IT Help Desk Agent
Conduent
01.2023 - Current
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Provided remote assistance to users, enabling quick resolution of off-site technical issues.
- Streamlined help desk processes for increased efficiency and faster response times.
- Developed strong working relationships with clients, providing exceptional customer service.
- Maintained detailed records of all help desk interactions, using them to identify trends and recurring issues for further investigation.
- Participated in IT projects as needed, contributing valuable insights from the frontlines of user support operations.
- Conducted regular reviews of support procedures to identify areas for improvement or optimization.
- Trained new team members on company-specific software applications, ensuring seamless integration into the help desk team.
- Assisted in network maintenance, performing regular checks to ensure optimal performance.
- Reduced downtime, diagnosing and troubleshooting hardware and software problems.
Customer Service Representative
Conduent
08.2022 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Crew Member
Burger King
02.2020 - 07.2022
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Helped maintain a clean and welcoming dining area for customers, boosting overall satisfaction during their visit.
- Improved team morale, leading to increased productivity and reduced turnover.
- Supported inventory management efforts by accurately tracking stock levels and reporting low supplies to supervisors.
Education
High School Diploma -
New Dorp High
Staten Island, NY07-2022
Skills
- Remote support
- Ticket management
- Network connectivity
- Security protocols
- Application support
- Active listening
- Verbal and written communication
- Data entry
- HubSpot
- Technical issues analysis
- Issue troubleshooting
- Technical troubleshooting
- Windows 10
- Multitasking Abilities
- Software installation
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
IT Help Desk Agent
Conduent
01.2023 - Current
Customer Service Representative
Conduent
08.2022 - Current
Crew Member
Burger King
02.2020 - 07.2022
High School Diploma -
New Dorp High