Stephen Fleming
Sachse,TX
Summary
Dynamic Senior Agent with a proven track record of efficiently analyzing, diagnosing, and resolving technical support issues. Expertise in delivering comprehensive technical support while effectively addressing complex challenges. Proficient in standard operating systems and networking protocols, ensuring seamless user experiences. Skilled in collaborating with team members and sharing subject matter knowledge to enhance overall service.
Overview
7
7
years of professional experience
Work History
Senior Help Desk Agent
Glory Global Solutions
05.2021 - Current
- Troubleshot hardware and software issues, ensuring prompt resolution for end-users.
- Developed and maintained documentation for technical procedures and user guides.
- Mentored help desk agents, enhancing team skills and service quality.
- Analyzed recurring technical problems to propose strategic solutions and improvements.
- Enhanced team efficiency by collaborating with colleagues to develop new troubleshooting procedures and help desk resources.
- Resolved complex technical problems for end users, ensuring minimal downtime and increased productivity.
- Reviewed the highest number of cases among senior agents.
Cook/Shift Leader
Panda Express
12.2018 - 04.2020
- Oversee kitchen and restaurant operations
- Train new and current employees over various positions
- Provide excellent customer service
- Working well and coordinating as a team.
Education
Associate of Applied Science in Computer Information - Information Technology
Asher College
Dallas, TX10.2021
Skills
- Help Desk Support
- Software and Hardware Issues
- Customer service
- Organizational Skills
- Diagnosis and Troubleshooting
- Technical Documentation
- Follow-up skills
- Hardware Evaluation
- Closing Tickets
- Software diagnosis
- Windows OS
- Remote support
Timeline
Senior Help Desk Agent
Glory Global Solutions
05.2021 - Current
Cook/Shift Leader
Panda Express
12.2018 - 04.2020
Associate of Applied Science in Computer Information - Information Technology
Asher College
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