Vasilique Mountzouris
Jackson Township,NJ
Summary
Dynamic IT Help Desk Agent with proven expertise at Ocean Health Initiatives, excelling in remote support and incident resolution. Enhanced user satisfaction through effective ticket management and exceptional customer service. Recognized for improving system reliability and fostering team collaboration, driving significant service improvements and operational efficiency.
Overview
29
29
years of professional experience
Work History
IT Help Desk Agent
Ocean Health Initiatives
04.2020 - 09.2025
- Provided technical support for hardware and software issues, enhancing user satisfaction.
- Diagnosed and resolved network connectivity problems, improving system reliability.
- Assisted in maintaining IT inventory and asset tracking for efficient resource management.
- Collaborated with team members to streamline ticketing processes, reducing response times.
- Documented troubleshooting procedures and solutions for future reference, ensuring knowledge transfer.
- Conducted user training sessions on new software applications, fostering effective usage among staff.
- Monitored system performance and reported anomalies to ensure operational continuity.
- Implemented feedback mechanisms to gather user insights, driving service improvement initiatives.
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Provided remote assistance to users, enabling quick resolution of off-site technical issues.
- Managed ticketing system effectively, prioritizing urgent requests while maintaining overall response time standards.
- Developed strong working relationships with clients, providing exceptional customer service.
- Collaborated with cross-functional teams to address complex system-wide issues.
- Evaluated new tools and technologies for potential adoption within the organization''s IT infrastructure.
- Trained new team members on company-specific software applications, ensuring seamless integration into the help desk team.
- Used ticketing systems to manage and process support actions and requests.
Security Officer
Ocean Health Initiatives
12.2010 - 04.2019
- Monitored premises to ensure safety and security of staff and patients.
- Conducted regular inspections of facilities, identifying potential hazards and addressing concerns promptly.
- Responded to emergency situations, providing immediate assistance and coordinating with local law enforcement.
- Maintained accurate records of incidents and activities for reporting purposes.
Assistant Manager
Macedonia Produce
12.1996 - 08.2009
- Provided technical support for hardware and software issues, enhancing user satisfaction.
- Diagnosed and resolved network connectivity problems, improving system reliability.
- Assisted in maintaining IT inventory and asset tracking for efficient resource management.
- Collaborated with team members to streamline ticketing processes, reducing response times.
- Documented troubleshooting procedures and solutions for future reference, ensuring knowledge transfer.
- Conducted user training sessions on new software applications, fostering effective usage among staff.
- Monitored system performance and reported anomalies to ensure operational continuity.
- Implemented feedback mechanisms to gather user insights, driving service improvement initiatives.
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Provided remote assistance to users, enabling quick resolution of off-site technical issues.
- Managed ticketing system effectively, prioritizing urgent requests while maintaining overall response time standards.
- Developed strong working relationships with clients, providing exceptional customer service.
- Collaborated with cross-functional teams to address complex system-wide issues.
- Evaluated new tools and technologies for potential adoption within the organization''s IT infrastructure.
- Trained new team members on company-specific software applications, ensuring seamless integration into the help desk team.
- Used ticketing systems to manage and process support actions and requests.
Education
High School Diploma -
Jackson Memorial Highschool
Jackson NJ1997
Skills
- Remote support
- Ticket management
- Software installation
- Network connectivity
- Hardware diagnostics
- Incident resolution
- Customer service
- Active listening
- Desktop support
- Data entry
Timeline
IT Help Desk Agent
Ocean Health Initiatives
04.2020 - 09.2025
Security Officer
Ocean Health Initiatives
12.2010 - 04.2019
Assistant Manager
Macedonia Produce
12.1996 - 08.2009
High School Diploma -
Jackson Memorial Highschool