Tamika Locke
Montgomery,Alabama
Summary
Innovative Help Desk Analyst with 9 years experience in prioritizing customer satisfaction while providing 7 years of technical support. Successful in providing network support, troubleshooting, and maintenance to NIPR/SIPRNet workstations. Personable communicator while assisting with technical issues and training. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
EXPERIENCE Helpdesk Analyst
Maxwell
Gunter Air Force Base, Alabama
02.2021 - Current
- Experience with initiating Help Desk work orders/tickets
- Experience with work order/ticket tracking, notification, Helpdesk software operations, trouble calls and network availability metrics production, and trouble call center automation hardware and software installation
- Ability to and knowledge of installing and troubleshooting desktop, laptop, and mobile device configurations
- Ability to install and troubleshoot DoD, AF, AFMC and MAFB-Gunter Annex standard PC applications.
- Handled 60+ calls per day to address customer inquiries and concerns
- Improved operations through consistent hard work and dedication
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Resolved problems, improved operations and provided exceptional service
Helpdesk Specialist
11.2012 - 05.2015
- Conduent/Concentrix (Work from home), Alabama
- Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and network
- Resolve Network switch and connectivity issues
- Collaborate with development staff to recreate problems in test environment
- Verify issue resolution on the customer’s behalf
- Verify with users that issues have been resolved and update the ticketing system
- Responded to inquiries by phone and emails.
Account Receivable Associate
Hewlett Packard
Montgomery, Alabama
07.2008 - 10.2011
- Provide administrative duties such as prepare and schedule meetings, organize paperwork and electronic files and manage many projects
- Composing correspondence within the office, managing databases and developing presentations or reports using publishing software and digital graphics
- Maintain records, files and register incoming/outgoing correspondence and demonstrated switchboard calls for multiple phone lines
Education
Associate of Science - Advanced Courses Computer Information Systems
Trenholm State Technical College
Montgomery, AL.2025
High School Diploma -
Jefferson Davis High School
Montgomery, AL. 05.2008
Skills
- Tracking and Documentation
- Collaborative Team Player
- Microsoft Windows and Office
- Attention to Detail
- Technical Troubleshooting
- Verbal and Written Communication
- Analytical and Methodical
- Security Certification
Timeline
EXPERIENCE Helpdesk Analyst
Maxwell
02.2021 - Current
Helpdesk Specialist
11.2012 - 05.2015
Account Receivable Associate
Hewlett Packard
07.2008 - 10.2011
Associate of Science - Advanced Courses Computer Information Systems
Trenholm State Technical College
High School Diploma -
Jefferson Davis High School