Summary
Overview
Work History
Education
Skills
Timeline
Generic
Ursula Washington

Ursula Washington

Rowlett,TX

Summary

Knowledgeable customer service representative with 20+ years of experience providing valued customer service to the company's most demanding clients and customers. Dedicated and customer-oriented Technical Support Specialist with over 20+ years of experience in diagnosing, troubleshooting, and resolving technical issues. Adept at providing exceptional customer service, managing support tickets, and ensuring high levels of customer satisfaction. Proficient in a wide range of software, hardware, and networking solutions, with a strong ability to learn new technologies quickly.

Overview

24
24
years of professional experience

Work History

Help Desk Support Specialist

Mphasis
Carrollton, TX
09.2022 - 01.2024
  • Answer customer inquiries via phone and email providing information about products, services, and policies
  • Assist customers with basic troubleshooting for issues related to orders, accounts, or technical problems
  • Document customer interactions and problems in a ticketing system and escalate complex issues to higher-tier support or relevant departments
  • Collect customer feedback and report recurring issues or pain points to supervisors or relevant teams to help improve service and products
  • Keep up-to-date with the latest information about the company’s products, services, and policies to provide accurate assistance
  • Ensure follow-up actions promised to customers are completed on time and keep customers informed about the status of their queries.
  • Provided technical assistance and troubleshooting for customers with hardware, software, and network issues.
  • Assisted in the installation of new hardware, software, and operating systems.
  • Resolved customer complaints by identifying problems, determining causes, selecting solutions, and implementing corrective actions.
  • Performed daily system monitoring to verify the integrity and availability of all hardware resources.
  • Conducted training sessions for end-users on various applications and softwares.
  • Identified potential areas of improvement in existing processes related to help desk operations.
  • Ensured compliance with company standards regarding computer usage and security policies.
  • Provided guidance on best practices when dealing with IT related incidents.
  • Resolved Level 1 technical issues with software, hardware and peripherals.
  • Opened service tickets for clients, documenting user information and description of problem.
  • Assisted customers with instructional support and product troubleshooting.
  • Answered user inquiries to resolve computer software or hardware operation problems.

Technical Support Specialist

JCPenney Call Center
Plano, TX
10.1999 - 01.2020
  • Dedicated and customer-oriented Technical Support Specialist with over 20+ years of experience in diagnosing, troubleshooting, and resolving technical issues
  • Assessed issues to determine appropriate troubleshooting methods for remediation.
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
  • Served as first point of contact for incoming technical service calls and emails.
  • Adept at providing exceptional customer service, managing support tickets, and ensuring high levels of customer satisfaction
  • Proficient in a wide range of software, hardware, and networking solutions, with a strong ability to learn new technologies quickly.
  • Provided comprehensive technical support to customers via telephone, email and chat.
  • Installed and configured hardware, software and peripheral components such as printers, scanners and routers.
  • Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
  • Diagnosed system problems using remote tools to access customer machines.
  • Responded promptly to service tickets submitted by users experiencing technical difficulties.
  • Tracked customer requests from initial contact through resolution.
  • Supported end users with basic troubleshooting techniques such as restarting a device or resetting passwords.
  • Provided training for users on new technologies or procedures related to their jobs.
  • Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Documented and updated case notes for each customer and work order.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Monitored service orders to completion and closed service tickets.

  • Created training materials for new hires and implemented 40 hours of new staff training each month
  • Ensured that reported customer issues were resolved by logging tickets, creating knowledge base articles, and providing technical support 40 hours per week
  • Maintained a comprehensive knowledge base of software product applications, engineering and design practices, and networking protocols
  • Managed 10-15 help desk agents assisting 30-50 customers per month with system inquiries, software support, and hardware repair.

Education

Some College (No Degree) - Business Management

El Centro College
Dallas, TX

Skills

  • Customer service
  • Communication skills
  • Time management
  • Software troubleshooting
  • Microsoft Office
  • Operating systems
  • Computer literacy
  • Troubleshooting over the phone and email support
  • Help Desk Software
  • Application support
  • Service ticket tracking
  • Customer Education
  • Technical Support
  • Customer Service
  • Device Installation
  • Service desk support
  • Incoming Call Management
  • Remote Technical Support

Timeline

Help Desk Support Specialist

Mphasis
09.2022 - 01.2024

Technical Support Specialist

JCPenney Call Center
10.1999 - 01.2020

Some College (No Degree) - Business Management

El Centro College

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Ursula Washington