Tierra Upshaw
Hinesville,GA
Summary
Friendly Help Desk Technician with 6 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
8
8
years of professional experience
Work History
Help Desk Technician
US Army
06.2019 - Current
- Configured hardware, devices and software to set up work stations for employees.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Performed tests of functionality, security and performance of different workstations and devices.
- Activated accounts for clients interested in new services.
Telecommunications Technician
US Army
06.2019 - Current
- Installed and configured new devices and system components.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
- Responded to service requests during and after business hours.
- Coordinated installation of new users and relocations of existing users.
Sales Associate
AAFES
Fort Rucker, AL
03.2017 - 10.2018
- Engaged with customers to build rapport and loyalty.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
- Solved customer challenges by offering relevant products and services.
Education
Associate of Arts - General Studies
Savannah Technical College
Savannah, GA05.2024
High School Diploma -
Enterprise High School
Enterprise, AL05.2012
Skills
- Microsoft Active Directory
- Analytical and Methodical
- Help Desk Support
- Remote System Analysis
- Hardware and Software Repair
- Organizational Skills
- Tracking and Documentation
- Account Administration
Timeline
Help Desk Technician
US Army
06.2019 - Current
Telecommunications Technician
US Army
06.2019 - Current
Sales Associate
AAFES
03.2017 - 10.2018
Associate of Arts - General Studies
Savannah Technical College
High School Diploma -
Enterprise High School
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