Tera Riley
Technical support analyst
Atlanta,GA
Summary
I am a skilled customer service-focused professional with the ability to provide superior technical support at all levels. With 4+ years of experience identifying, troubleshooting, migrating, and repairing complex applications, networks, servers, and computers. I have excellent experience in customer service IT Support with Mac IOS, OS systems, Microsoft Windows 9. x- Windows 7, & also MS Windows 10/11 (OS) Operating Systems
Meticulous Technical Support Representative tracks and analyzes all customer complaints and product faults. Contributes invaluable data to software development personnel. Produces exceptional products by leveraging actionable customer feedback data.
Overview
3
3
years of professional experience
Work History
Technical Support Specialist Digestive care
Johns Creek, GA
10.2020 - Current
- Handling customer technical support cases through phone and email submission
- Maintaining system functionality by testing computer components
- Troubleshooting and installation of desktop/laptop OS – Windows 7/10/11 and MAC OS
- LAN network and troubleshooting
- Active Directory Administrator
- Microsoft Outlook configuration, troubleshooting, user profile issues Support
- Microsoft Office 365/Outlook troubleshoot / repair/upgrade / install
- Troubleshoot/repair/upgrade/install server and network device connectivity
- Troubleshoot, imaged windows hardware and software and update/ migration of laptops and desktop
- Create/Handle open tickets/document and closed in Zendesk Ticketing System within minimum time frame
- Maintain client confidence by keeping their information confidential
- Evaluating system potential by assessing compatibility of new programs with existing programs
- Customer support
- Team player
Aministrative Assistant
Atlanta Gastroenterology Associates
Atlanta, GA
04.2018 - 07.2020
- Answer phones and greet visitors
- Schedule appointments and maintain calendars
- Schedule and coordinate staff and other meetings
- Collate and distribute mail
- Prepare communications, such as memos, emails, invoices, reports and other correspondence
- Write and edit documents from letters to reports and instructional documents
- Create and maintain filing systems, both electronic and physical
- Manage accounts and perform bookkeeping
- Providing customer service
Endoscopy Technician
Naval medical Base San Diego
San Diego, CA
09.2017 - 03.2018
- Interact with patients, prepare the room and the equipment, provide support to physicians and nurses while the procedure is underway, handle specimens collected, and sterilize equipment
- Provide support to physicians and nurses while the procedure is underway, handle specimens collected, and sterilize equipment with high level disinfectant
- Scheduling appointments, checking patients in and out Ercp and Eus competency
- Assist doctor with paracentesis and liver biopsies Scheduling patients and putting patients charts together
Education
Master's degree - Cybersecurity
Strayer University
06.2024
Bachelors of Science - Business
DeVry UNIVERSITY
01.2014
Associates of Science - Medical
LINCOLN COLLEGE OF TECHNOLOGY
01.2010
Skills
- Operating Systems : Windows, Windows Server (Active Directory), Linux & Mac
- Hardware :
- Assemble/disassemble PC’s
- Install, configure, troubleshoot and repair
- Repair Laptops
- Server break fix
- Technical Support/Customer Service
- Customer Support
- Software installation support
- Documentation and Ticket systems
- Excellent customer service and communication skills; consistently surpassed the defined resolution issues per hour ratio
- In-depth knowledge of providing troubleshooting services for both software and hardware
- Certifications and Licenses
- CompTIA Security
- Customer Experience Management
- Technical Troubleshooting
- User Support
- Customer Service
- Hardware Diagnostics
Timeline
Technical Support Specialist Digestive care
10.2020 - Current
Aministrative Assistant
Atlanta Gastroenterology Associates
04.2018 - 07.2020
Endoscopy Technician
Naval medical Base San Diego
09.2017 - 03.2018
Master's degree - Cybersecurity
Strayer University
Bachelors of Science - Business
DeVry UNIVERSITY
Associates of Science - Medical
LINCOLN COLLEGE OF TECHNOLOGY
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