Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
References
Timeline
Generic

Tracy Casler

Folsom,LA

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.

Overview

36
36
years of professional experience

Work History

IT Specialist

USDA
New Orleans, LA
05.1989 - 03.2025
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Implemented backup procedures to ensure data integrity and availability.
  • Provided technical support for users experiencing hardware or software issues.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Developed documentation related to IT policies, processes, standards.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Conducted remote diagnostics to identify and solve technical problems.
  • Created user accounts, set up permissions, and monitored system security.
  • Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
  • Assisted customers with various types of technical issues via email, live chat, and telephone.
  • Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
  • Trained new support representatives on troubleshooting techniques and company support protocols.
  • Assisted customers with password resets, account unlocks, and security settings adjustments.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
  • Maintained positive working relationship with fellow staff and management.
  • Devised incisive workarounds and resolutions for IT-related problems.
  • Maintained up-to-date case documentation for future reference.
  • Guided customers through step-by-step solutions in a clear and concise manner.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Managed virtual machines used for testing purposes or hosting services and applications.
  • Used remote login tools to assist clients with technical and product questions.
  • Maintained inventory of all IT equipment and supplies in use by the organization.
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.

Education

High School Diploma -

Mt. Carmel Academy
New Orleans, LA
05-1982

Skills

  • Technical support
  • Hardware troubleshooting
  • Software evaluation
  • Data backup
  • Customer service
  • Ticket management
  • Problem solving
  • Incident management
  • Organizational skills
  • Multitasking
  • Remote technical support
  • Analytical skills
  • Help desk support

Accomplishments

  • Annual awards for job performance.

Affiliations

  • Enjoy horseback riding and competing.

References

References available upon request.

Timeline

IT Specialist

USDA
05.1989 - 03.2025

High School Diploma -

Mt. Carmel Academy

Similar Profiles

CREATE PROFILE
Tracy Casler