Sandra Bembry
Rochester,NY
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Help Desk Support Specialist II
University Of Rochester Medical Center
06.2016 - Current
- Installs, modifies, and repairs software issues
- Assists in troubleshooting/resolving hardware issues
- Provides advance level IT support to non-technical personnel within the organization
- Manages call flow, and responds to the support needs of customers via phone and email
- Assists with customer issues in a clear, courteous, and concise manner
- Identifies and solves technical issues with a variety of diagnostic tools and techniques
- Conducts research to assist with addressing complex/obscure technical issues
- Works independently or collaboratively with others
- Reviews, revises, and creates technical documentation and scripts for the Help Desk
- Assists in training new hires
Part Time Cleaner
Cavco
01.2018 - 11.2019
- Used time management and efficient cleaning methods to meet deadlines.
- Emptied trashcans and transported waste to collection areas.
- Organized and used industrial cleaning products following strict safety procedures.
- Ordered and stocked cleaning supplies based on current workload and upcoming jobs.
- Cleaned and maintained lobbies, offices and other common areas in commercial buildings.
- Handled equipment, chemicals, and materials properly and with caution.
- Removed trash, debris and other waste materials from premises.
- Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
- Provided assistance to other staff members with cleaning of difficult areas.
- Emptied waste paper and other trash from premises and moved to appropriate receptacles.
- Maintained cleanliness of restrooms by washing down and properly sanitizing walls, floors and toilets.
Help Desk Technician (Contract)
Teksystems
07.2015 - 06.2016
- Provided base level IT support to non-technical personnel within the business.
- Managed call flow and responded to technical support needs of customers.
- Resolved customer issues in a clear, courteous and straightforward manner.
- Demonstrated professionalism and courtesy with customers at all times.
- Identified and solved technical issues with a variety of diagnostic tools..
- Researched, troubleshot and resolved complex problems independently.
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
Help Desk Technician
Unisys
09.2010 - 07.2015
- Regularly exceeded all call center metrics:
- Handled between 30-45 issues daily exceeding quotas, Fix/resolution rate is 75% or greater, Quality Assurance rate 100% and handle time was consistently 9.5 minutes or less.
- Responded to and resolved customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
- Consistently applied basic to advance troubleshooting techniques that identify / investigate root cause to assist with deploying appropriate resolution in timely fashion.
- Assisted with end user education.
- Answered basic or in-depth questions regarding the installation, operation, configuration of various hardware and proprietary software products.
- Accurately documented interactions, incidents, and problems.
Education
Associate of Occupational Studies - Information Technology
Bryant And Stratton College
Rochester, NY12.2007
Skills
- Supply Restocking
- Window Cleaning
- Multi-Site Service
- Surface Sanitation
- Waste Management
- Quality Assurance
- Cleaning and Sanitizing
- MSDS Documentation
- Supply Inventory Management
- Disinfection Practices
- Recycling Management
- Sweeping and Mopping
- Customer Service
- Complex Problem-Solving
- Sanitation Practices
Certification
CompTIA A+
ITIL v4
Timeline
Part Time Cleaner
Cavco
01.2018 - 11.2019
Help Desk Support Specialist II
University Of Rochester Medical Center
06.2016 - Current
Help Desk Technician (Contract)
Teksystems
07.2015 - 06.2016
Help Desk Technician
Unisys
09.2010 - 07.2015
Associate of Occupational Studies - Information Technology
Bryant And Stratton College
CompTIA A+
ITIL v4
Similar Profiles
Charlene OutinenCharlene Outinen
High Risk Labor & Delivery Nurse, Senior RN Level II at University of Rochester Medical CenterHigh Risk Labor & Delivery Nurse, Senior RN Level II at University of Rochester Medical Center
Shannon WeekesShannon Weekes
Academic Administrator at University of Rochester, Medical Center, Department of PediatricsAcademic Administrator at University of Rochester, Medical Center, Department of Pediatrics
PEYSON BEALEPEYSON BEALE
Human Subject Research Specialist at University Of Rochester Medical CenterHuman Subject Research Specialist at University Of Rochester Medical Center