STEPHEN WRISTBERG
Jessup,MD
Summary
Experienced Help Desk Agent with over 5 years of experience in IT Help desk. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Auction Service Help Desk
CarMax
08.2020 - 12.2022
- Participation in auction processes using auction systems and simulcast platforms
- Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat, and email platforms.
- Entered service tickets into the incident tracking system to facilitate faster problem identification and resolution.
- Identified system hardware, and network infrastructure connectivity issues that prevented the execution of user-initiated tasks.
- Handled over 50 calls per day to address customer inquiries and concerns.
IT Help Desk Support Representative
Prince George’s Community College
09.2018 - 03.2020
- Assisted customers with resolving computer issues on phone and in person
- Provided customer service with satisfaction rate of 95%
- Handled 40 calls per week on average
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Coached employees through day-to-day work and complex problems.
Help Desk Agent
Staples
01.2017 - 08.2019
- Managed customers’ expectations of support and technology functionality to provide positive user experience
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Displayed great people skills and maintained a calm demeanor during any over phone support
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Used ticketing systems to manage and process over 20 tickets to support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Education
Bachelor of Science - Cyber Security
University of Maryland Global Campus
Adelphi, MD01.2024
Associate of Applied Science - Information Security
Prince George’s Community College
Largo12.2022
High School Diploma -
Adisadel College
Accra, Ghana06.2017
Skills
- Expert in data entry, 10 key, WPM 75
- Ability to multitask productively
- Help Desk Support
- Troubleshooting Network Issues
- Kayako Support Ticketing System
- Expert customer and language skills
- Analytical skills
- Problem solving skills
- Computer Hardware and Software Technology
- Collaborative Team Player
- Microsoft Certification
- Cisco AnyConnect
Certification
- Certification in AWS Certified Solutions Architect (Associate) (Issued June 2020, Expires July 2023)
- Certification in CompTIA Security Plus (Issued June 2020, Expires June 2023)
- Certification in Cisco Certified Network Associate (Issued December 2022, Expires December 2025)
Timeline
Auction Service Help Desk
CarMax
08.2020 - 12.2022
IT Help Desk Support Representative
Prince George’s Community College
09.2018 - 03.2020
Help Desk Agent
Staples
01.2017 - 08.2019
Bachelor of Science - Cyber Security
University of Maryland Global Campus
Associate of Applied Science - Information Security
Prince George’s Community College
High School Diploma -
Adisadel College