Summary
Overview
Work History
Education
Skills
Timeline
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Senteria Davis

Hayneville,AL

Summary

Motivated professional offering proficiency in data entry combined with strong mathematical and analytical thinking skills. Personable team player with exceptional customer service abilities. Fast learner and committed to continuous, self-directed learning.

Overview

12
12
years of professional experience

Work History

Help Desk Technician

Alorica
04.2017 - 03.2021
  • Provided Tier 1 IT support to non-technical internal users through desk side support services
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems
  • Submitted service tickets for equipment maintenance requests
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
  • Resolved issues with systems, hardware and telephones quickly and accurately
  • Provide expert Tier II and III support to resolve complex technical issues, troubleshoot system problems, and ensure high-quality service delivery both during business hours and through on-call after-hours support.
  • Monitors discrepancy reports as tracked in approved tools to provide possible workarounds and improvement to assist field users.
  • Documents problem resolutions on both functional and engineering solutions, and provide a monthly analysis report that includes metrics on trouble call data, trends, and a cumulative analysis.
  • Develop and maintain problem resolution solution sets on all fielded/identified software defects.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Assisted employees in identifying issues and explained solutions to restore service and functionality


Help Desk Analyst

Taylor Internal Medicine
02.2014 - 03.2017
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Maintained detailed documentation of all help desk interactions for future reference and analysis.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
  • Assisted in training new help desk staff, sharing best practices and technical knowledge for improved service quality.
  • Trained and supported end-users with software, hardware, and network standards and use processes.
  • Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
  • Collaborated with cross-functional teams to achieve seamless integration of new software applications into existing systems.
  • Managed critical incidents effectively under high-pressure situations while maintaining professional communication with affected parties.

Help Desk Technician

Verizon Wireless
05.2009 - 02.2014
  • Streamlined help desk processes by implementing efficient ticketing system, reducing response time and increasing productivity.
  • Evaluated emerging technologies for potential benefits in streamlining internal processes or enhancing user experience.
  • Write query scripts to retrieve information and provide reports as needed.
  • Review and provide inputs to software designs.
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance
  • Improved help desk efficiency by creating comprehensive knowledge base articles, enabling faster issue resolution for technicians.
  • Supported end-users during major system upgrades, providing clear communication throughout the process to minimize disruptions.
  • Assisted in the successful migration of company systems to new platforms, minimizing disruption to business operations.
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Implemented automated monitoring tools to proactively detect potential network issues before they escalated into larger problems.

Education

Security CompTia plus -

09.2021

High School Diploma - General Studies

Central High School
Hayneville, AL
05.2008

Skills

  • Windows 10
  • TCP/IP
  • Software Diagnosis
  • Mac Systems
  • Hardware Upgrades
  • Exceptional Telephone Etiquette
  • Data Recovery
  • Technical Writing
  • IT Support
  • Customer Complaint Resolution
  • Hardware and Software Installation
  • Complaint resolution
  • Adobe and Adobe Flash
  • Use Cases
  • Process Mapping
  • Defect Tracking
  • Data Quality Assurance Processes
  • Data Analysis
  • Data Science
  • Search Engine Optimization
  • AR/AP
  • Patient charting
  • Professional and mature
  • Maintains confidentiality
  • Word processing
  • Proofreading
  • Independent worker
  • Medical terminology
  • Office administration

Timeline

Help Desk Technician

Alorica
04.2017 - 03.2021

Help Desk Analyst

Taylor Internal Medicine
02.2014 - 03.2017

Help Desk Technician

Verizon Wireless
05.2009 - 02.2014

High School Diploma - General Studies

Central High School

Security CompTia plus -

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Senteria Davis