Rita Boley
Monroe,LA
Summary
Customer Service Specialist with over 20 years of experience in resolving customer complaints and enhancing service efficiency. Increased user satisfaction through effective communication and technical support, fostering strong client relationships. Demonstrated reliability and resourcefulness while mastering new skills and adapting to challenges.
Overview
8
8
years of professional experience
Work History
Technical Support Analyst
Tech Mahindra
08.2022 - Current
Customer Support Specialist
s2s Communications Inc.
02.2022 - Current
Customer Services Specialist
Next Level Business Services, Inc.
02.2022 - Current
Support Analyst
Tech Mahindra/Eostar
Plano, TX
08.2022 - 03.2026
- Prioritized and resolved customer inquiries through effective management of ticketing system.
- Troubleshot hardware and software issues by gathering and analyzing information from end-users.
- Answered questions regarding software functionality, troubleshooting hardware and software problems, and configuring system settings.
- Enhanced software functionality and user experience by collaborating with cross-functional teams.
- Analyzed data from multiple sources to identify trends or patterns that could indicate potential problems.
- Created detailed documentation for all support related tasks including problem resolution steps and best practices.
- Monitored server event logs to identify and resolve performance and security issues.
- Assisted users with downloading firmware updates and setting up antivirus software.
- Backed up data to prepare for disaster recovery and allow for data restoration.
Help Desk Specialist
CenturyLink
01.2018 - 11.2020
- Acted as the first point of contact for customers seeking technical assistance over the phone or email
- Executed remote troubleshooting using diagnostic techniques and targeted questions to resolve technical issues
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Delivered accurate information on IT products and services to enhance customer understanding and satisfaction
- Record events and problems and their resolution in logs
- Conducted follow-ups and updated customer status to ensure timely resolution and maintain communication
- Employed various ticketing tools such as ServiceNow, Microsoft O365, Avaya Telephone, and Cisco AnyConnect for efficient handling of technical issues.
Customer Support Technical Analyst
CenturyLink
01.2018 - 11.2020
Education
Computer Systems Networking and Telecommunications -
Ouachita Indenpendent Center
03-2020
Microsoft Office -
OIC of Ouachita
08-2019
Business Administration -
Delta Career
10-1992
Skills
- Help Desk Support
- Remote technical support
- Ticketing systems management
- Troubleshooting
- Technical troubleshooting
- System diagnostics
- Windows
- Linux
- Operating Systems
- Ticketing systems
- Remote support
- Customer support
- Problem solving
- Effective communication
- Cross-functional collaboration
- Desktop Computers
Timeline
Support Analyst
Tech Mahindra/Eostar
08.2022 - 03.2026
Technical Support Analyst
Tech Mahindra
08.2022 - Current
Customer Support Specialist
s2s Communications Inc.
02.2022 - Current
Customer Services Specialist
Next Level Business Services, Inc.
02.2022 - Current
Help Desk Specialist
CenturyLink
01.2018 - 11.2020
Customer Support Technical Analyst
CenturyLink
01.2018 - 11.2020
Computer Systems Networking and Telecommunications -
Ouachita Indenpendent Center
Microsoft Office -
OIC of Ouachita
Business Administration -
Delta Career