Samira A. Smith

· Troubleshooting moderately complex to complex technical issues over the phone, by email, or by Zoom/Teams to assist with software setups and/or to resolve software related problems.

· Guided resolution of field issues with sales technology tools, enhancing user experience.

· Analyzed service desk tickets and calls to identify trends and underlying issues, informing support strategies.

Documented software issues and communicated findings to subject matter experts and IT partners.

· Efficiently multitask while troubleshooting technical issues through phone, email, and chat channels.

· Identifies and escalates software issues to subject matter experts and IT partners.

· Delivered exceptional customer service to agents and employees, fostering positive relationships.

• Assisted end-users and external callers with troubleshooting, application support, hardware, mobility, loan support, and password reset/unlock on a daily basis
• Collaborated with corporate employees in the United States and India (Offshore) to resolve systems issues
• Assisted with end-user and outsider client via phone and email
• Worked with Corporate workers to resolve systems issues in the United States and India (Offshore)
• Troubleshot loan related issues for end-users
• Escalated support tickets for printer and application issues to ensure timely resolution. for printers, applications, Loan related issues, Security requests, and computer hardware
• Supported end-users and external clients via phone and email, ensuring timely resolution of inquiries
• Escalated Tickers for printers, applications, Loan related issues, Security requests, and computer hardware

• Assisted end-users daily with troubleshooting, application support, hardware, mobility, and password resets/unlocks
• 95% End-User service satisfaction rate; fast-paced environment w/ ~45 tickets per day
• Collaborated with corporate customers to resolve system issues across the United States, Canada, London, and China
• Provided technical assistance via group chat for team member end-user issues
• Ensured reliable communication by resolving telephony issues
• Facilitated user productivity by installing necessary computer applications
• Escalated tickets for scanners, printers, ATM, and computer hardware
• Resolved Microsoft Office and Outlook 365 user issues
• Reset and unlocked user passwords via Active Directory
• Installed, reinstalled, uninstalled Ricoh printers
• Remoted into end users’ computers to resolve issues using Service Desk Assistant, GoToAssist, and MS Teams
• Documented help desk activities for each end user
• Communicated with internal stakeholders

• Extracted client level data from public information systems to support case management
• Scanned client level information using secure system
• Coordinated child support incoming document disbursement
• Organized and reviewed case documents for accuracy
• Coordinated disbursement of incoming child support documents to facilitate timely processing
• Communicated with department staff for best practices
• Coordinated the shipment of record checks to ensure timely delivery

Graduated 2023