TALLY GERALD
Middleburg,FL
Summary
Resourceful Service Desk Technician known for high productivity and efficient task completion. Skilled in troubleshooting, technical support, and IT service management. Excel at communication, problem-solving, and adaptability, ensuring smooth operation of IT services and user satisfaction.
Overview
4
4
years of professional experience
Work History
Service Desk Technician
Conexus Solutions
Princeton, NJ
04.2024 - Current
- Responded to incoming calls from customers regarding their technical queries.
- Performed troubleshooting activities on various software platforms such as Microsoft Office Suite, Adobe products.
- Resolved customer service requests in a timely manner and escalated complex problems as needed.
- Monitored Service Desk queues, responded to inquiries and documented resolutions within established SLAs.
HelpDesk MultiLanguage Technician
Stefanini IT Solutions
Southfield, MI
01.2022 - 03.2023
- Provided Technical support both Hardware and Software, for multiple clients, but focused on a set few as their Subject Matter Expert
- Created and revised SOP's and KB's
- Supervised tickets created by other technicians ensuring that proper procedure is being followed
- Headed training sessions for new hires on all clients, and training sessions for new issues/updated policies/procedures.
IT SPECIALIST
Enterprise Integration
Jacksonville, FL
01.2021 - 01.2022
- Provides Technical support both for Hardware and Software to multiple companies, using remote applications to connect to users computers
- Account creation in Active Directiory/Office 365, and maintenance of security groups/policies/mailboxes
- Creation of tickets in ticketing system, documentation, SOP, KB creation, and revision
- Supporting users in English/Portuguese/and Spanish.
Education
Associate of Applied Science - Information Technology
Keiser University
Fort Lauderdale, FL12-2024
Skills
- Leadership
- Verbal communication
- Teamwork
- Critical thinking
- Remote Support
- Operating systems
- System Administration
- Incident Management
- Software Installation
- Customer Service
- Account Management
Languages
English
Native/ Bilingual
Portuguese
Full Professional
Spanish
Limited
Timeline
Service Desk Technician
Conexus Solutions
04.2024 - Current
HelpDesk MultiLanguage Technician
Stefanini IT Solutions
01.2022 - 03.2023
IT SPECIALIST
Enterprise Integration
01.2021 - 01.2022
Associate of Applied Science - Information Technology
Keiser University
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