Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

SONIA UMAR

Richmond,TX

Summary

Friendly Help Desk Technician with 7 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Overview

8
8
years of professional experience

Work History

Help Desk Support Specialist

MAXIMUS
04.2021 - Current


  • Optimized workflow processes, resulting in faster ticket resolutions and increased productivity.
  • Worked with document imaging technologies and deployment software.
  • Collaborated with IT team members to develop comprehensive solutions for complex problems.
  • Walked user through series of steps to determine problem and implement likely solution.
  • Assisted in development of system security protocols.
  • Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
  • Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
  • Coordinated closely with other departments for cross-functional issue resolution when necessary.
  • Patched software and installed new versions to eliminate security problems and protect data.


Network Operations Center Analyst

Liquid Networx
04.2018 - 10.2020
  • Managed and troubleshoot networking issues, TCP/IP, DNS, PING, layer 2/3 network devices.
  • Monitored critical network elements and engage in proactive network systems monitoring.
  • Field incoming calls, address customer concerns and work diligently to troubleshoot and provide resolutions.
  • Escalate customer support to Level 3 engineering team depending on the issues.
  • Reviewed logs of monitoring tools such as Auvik, ConnectWise, Cisco Meraki, InControl, SolarWinds, Ring Central.
  • Evaluated emerging technologies to determine their potential benefits in enhancing current systems or streamlining processes.
  • Improved network efficiency by monitoring system performance and conducting regular maintenance.
  • Diagnosed and executed resolution for network and server issues.
  • Managed disaster recovery efforts, minimizing data loss through diligent backup processes and rapid response times.
  • Created and resolved tickets for internal and external teams


Loan Officer

Alorica
08.2017 - 11.2018
  • Assist Customer to complete their personal loan application over the phone using Agent desk application.
  • Developed strong relationships with customers through high levels of customer service.
  • Submitted loan applications to underwriter for verification and recommendations.
  • Established plans and payoffs for customers' loans, prioritizing control of overall costs.
  • Assisted customers in understanding loan terms and conditions to make informed decisions.
  • Helped college students obtain financial aid through loan programs.

Help Desk Technician

Jackson Height Medical Center
03.2016 - 08.2016
  • Maintained accurate patient medical records by recording medical history, vital statistics and test results.
  • Assisted physicians with clinical computing and assessments intake
  • Provided on-call support for critical issues related to System.
  • Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
  • Installed, configured and maintained computer systems and network connections.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Performed other essential tasks as required under the instructions of Clinical Assistant


Education

BACHELOR OF COMPUTER SCIENCE AND INFORMATION SYSTEM -

JOHN JAY COLLEGE OF CRIMINAL JUSTICE
New York, NY
05.2017

Skills

  • Emergency Service Coordination
  • Report creation
  • Software Installation
  • Database Management
  • Customer Needs Assessment
  • Software Patches
  • Delivery Management
  • Computer Diagnostics

Software

Solarwinds

SysAid

FreshService

Timeline

Help Desk Support Specialist

MAXIMUS
04.2021 - Current

Network Operations Center Analyst

Liquid Networx
04.2018 - 10.2020

Loan Officer

Alorica
08.2017 - 11.2018

Help Desk Technician

Jackson Height Medical Center
03.2016 - 08.2016

BACHELOR OF COMPUTER SCIENCE AND INFORMATION SYSTEM -

JOHN JAY COLLEGE OF CRIMINAL JUSTICE

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