Toussaint Rascoe
Summary
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Service Desk Agent in busy and successful setting.
Overview
24
24
years of professional experience
Work History
Service Desk Agent
Swiss Re
12.2015 - 05.2024
- Answered multi-line phone system and enthusiastically greeted callers.
- Expertly managed escalated tickets from initial contact through successful resolution while maintaining excellent communication throughout the process.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
Service Desk Technician
Object Technology Solutions At Swiss Re
1 2013 - 12.2015
- Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes well below 7-minute goal
- Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues
- Excel in asking probing questions and researching, analyzing and rectifying problems.
Desktop Support Technician
PeopleNTech At PepsiCo
06.2013 - 12.2013
- Windows 7 migrations
- Partnered with Tier II and Tier III help desk peers based in the US, India and Brazil to resolve complex problems that required escalation
- Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions
- Received “outstanding” ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem-solving.
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
IT Security and Entitlements
UBS Wealth Management
01.2008 - 01.2011
- Participate in the assessment and deployment of appropriate technical controls for the corporate information security program to mitigate risks and meet relevant compliance requirements and bank policies.
- Performed regular audits of user access rights, ensuring only authorized personnel had access to sensitive information.
- Worked closely with legal and compliance departments to ensure adherence to relevant regulatory requirements pertaining to data privacy and information security practices.
Desktop Support
UBS Financial Services
01.2000 - 01.2008
- Senior Support Analyst whose primarily responsible was providing technical on-site and remote support to VIP's and their assistants
- Self-starter with exceptional problem solving skills, excellent customer service skills, and the ability to resolve complex problems and implement solutions with little or no guidance.
- Enhanced end-user experience by providing timely and efficient desktop support for technical issues.
- Continuously updated professional knowledge through training courses or online resources keeping up with emerging trends in desktop support and network administration.
Education
Micro Information Systems -
Teft School
White Plains, NYSkills
- Technical Troubleshooting
- Software Installs
- LAN Connectivity
- Problem Diagnosis
- Phone & Online Support
- Preventive Maintenance
- User Training/Support
- Customer Service Complaint Handling
Technology Proficiencies
- MS Office (Word, Excel, Outlook, Lync/Skype Access)
- Instant messaging software
- VMware applications
- NetIQ
- Confluence
- RSA
- Mobileiron
- McAfee Endpoint
- IPass/Cisco AnyConnect
- Internet Explorer
- Firefox
- Chrome
- Safari
- Service Now
- Remedy
- PCs
- Laptops
- Telephony Systems
- Printers
- Modems
- IPhone
- LAN & VPN/Remote Connectivity
- TCP/IP
- Windows
- Unix
- Citrix
Timeline
Service Desk Agent
Swiss Re
12.2015 - 05.2024
Desktop Support Technician
PeopleNTech At PepsiCo
06.2013 - 12.2013
IT Security and Entitlements
UBS Wealth Management
01.2008 - 01.2011
Desktop Support
UBS Financial Services
01.2000 - 01.2008
Service Desk Technician
Object Technology Solutions At Swiss Re
1 2013 - 12.2015
Micro Information Systems -
Teft School
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