Sharon Gardner-Hawkins
Dallas,GA
Summary
Accommodating Help Desk Professional with 8 years of experience interacting cordially with a wide range of personalities and satisfying customers by patiently and tactfully handling difficult situations. Practiced at maintaining, analyzing, and troubleshooting computers and peripherals. Highly motivated and results-driven when resolving IT issues and interacting with help desk staff.
Overview
9
9
years of professional experience
Work History
Help Desk Supervisor
Admiral Enterprise Solutions
07.2020 - Current
- Used ticketing systems to manage and process support actions and requests.
- Recruited, trained and supported help desk technicians and representatives.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed help desk consisting of [Number] employees and conducted performance evaluations.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided on-call support for critical issues related to [Software].
Remote Support Agent
Verifone
02.2015 - 07.2020
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Monitored systems in operation and quickly troubleshot errors.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Communicated with clients to verify roots and causes of computer problems.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Connected to computer of client using remote link to install new programs and applications.
Education
Associate of Science - Computer Science
El Camino College
Torrance, CA06.1997
Skills
- Computer Education Specialist
- Report Analysis
- Client Relationship Management
- Multi-Line Phone Systems
- Scheduling
- Detailed Documentation
- Service Desk Team Management
- End-User Support
- Call Management
- System Optimization
- Technical Troubleshooting
- Online Chat Support
- Help Desk Support
Timeline
Help Desk Supervisor
Admiral Enterprise Solutions
07.2020 - Current
Remote Support Agent
Verifone
02.2015 - 07.2020
Associate of Science - Computer Science
El Camino College
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