Veronica Lama
Phoenix,AZ
Summary
Experienced and personable Desktop Support Specialist with over 9 years in computer systems. Proficient at installing, repairing, and upgrading organizational hardware and software. Dedicated to fostering lasting customer satisfaction through the delivery of top-quality service. Proficient in customer service best practices, possessing excellent oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences with a service-oriented approach and a deep understanding of customer needs.
Proven problem solver committed to enhancing client satisfaction and bolstering company reliability. Organized and dependable, excelling in managing multiple priorities with a positive attitude. Willing to take on additional responsibilities to meet team goals.
A collaborative team player with an outgoing and positive demeanor, seeking a full-time position that presents professional challenges. Motivated to ensure customer satisfaction and contribute to company success. Specializes in quality, speed, and process optimization. Articulate, energetic, and results-oriented with a passion for developing relationships, cultivating partnerships, and driving business growth.
Overview
35
35
years of professional experience
Work History
Desktop Support Specialist
Maricopa County Clerk Of Superior Court
12.2014 - Current
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and County policies.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Setup and installed new computers.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Learned and implemented new software testing procedures.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Patched software and installed new versions to eliminate security problems and protect data.
- Offered assistance in implementing and developing training programs.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Researched and identified solutions to technical problems.
- Developed and implemented preventive maintenance procedures.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Managed end-user accounts and permissions.
Desktop Support Coordinator
Maricopa County Clerk Of Superior Court
03.2007 - 12.2014
- Answer incoming phone calls and emails regarding network, computer, printing and telephone related issues.
- Supporting external customers with questions or problems regarding eFiling and Electronic Court Record issues.
- Perform troubleshooting actions and resolution of hardware, software and operator issues.
- Perform password resets.
- Process service requests or trouble calls by routing to appropriate individual/support team.
- Make sure that all calls properly logged, escalated, and resolved.
- Used ticketing systems to manage and process support actions and requests.
- Recruited, trained and supported help desk technicians and representatives.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided on-call support for critical issues related to operating systems and various types of software.
- Assisted with updating technical support best practices for use by team.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Researched product and issue resolution tactics to address customer concerns.
- Managed high levels of call flow and responded to general technical support needs.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as Microsoft Office and custom-developed software.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Compiled and accurately entered data for each customer encounter to record in system.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Maintained and updated client customer service database.
- Logged support tickets and closed when issues were resolved.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Resolved technical issues by troubleshooting.
- Configured hardware and granted system permissions to new employees.
- Prepared references for users by writing clear operating instructions.
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve critical issues.
- Maximized use of hardware and software by training users and interpreting instructions.
- Provided customer support and technical support to 800 customers daily.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Coached employees through day-to-day work and complex problems.
- Entered data, generated reports, and produced tracking documents.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
File Clerk Specialist
Maricopa County Clerk Of Superior Court
07.2001 - 03.2007
- Process requests for internal and external customers: delivering files, providing copies of documents, answering questions via phone, email, or in person
- Reshelve files to their appropriate place
- Maintained physical and computer-based filing systems.
- Assisted with document scanning and imaging projects to support accurate file back-up.
- Monitored and updated filing systems to meet organization standards.
- Located and retrieved requested documents in accordance with established policies.
- File documents into files
- Create new volumes
- Stage 3 Audit - verifying information on electronic documents with information in the court's integrated case information system to ensure that each document is correct.
- Examined, categorized, and sorted incoming documents.
- Assisted with data entry and administrative support tasks to help meet team goals.
- Sorted and classified documents into appropriate filing systems for increased traceability.
- Managed sensitive or confidential files with attention to data security and storage policies.
- Restored old files and archived completed files for future reference.
- Prepared new files and assigned tracking identification numbers, resulting in faster retrievals.
- Identified and corrected inconsistencies in filing systems for increased accuracy.
- Compiled and inventoried documents for archival.
- Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
- Maintained log books and spreadsheets documenting file data and storage receipts.
- Maintained organized filing system to facilitate easy retrieval of documents.
Instructional Assistant
Phoenix Elementary School District #1
08.1992 - 07.2001
- Provided support during classes, group lessons, and classroom activities.
- Provided support to help students with special needs learn and grow.
- Collaborated with other instructional assistants and teachers to provide comprehensive support to students and deliver instruction aligned with curriculum standards.
- Supported student learning objectives through personalized and small group assistance.
- Monitored student progress to identify areas requiring extra support and implement action plans to meet needs.
- Maintained safety and security by overseeing students in recess environments.
- Delivered curriculum in both one-on-one lessons and group learning environments.
- Collated classroom materials to help teachers prepare for daily instruction and activities.
- Applied specialized teaching techniques to reinforce social and communication skills.
- Created lesson materials, visuals, and digital presentations to supplement lesson plans.
- Assisted with classroom technology to prepare students with skills needed to succeed in technology-rich world.
- Supervised extracurricular activities to provide students with opportunities to explore interests and develop new skills.
- Provided performance feedback to help students understand strengths and areas for improvement.
- Copied, organized and distributed classroom assignments or other paperwork.
- Mentored and tutored individual students needing additional help.
- Encouraged small groups to discuss topics and explore concepts through hands-on activities.
- Monitored student behavior in classes, laboratories and on field trips for unsafe or rule-breaking concerns.
- Organized materials in classroom spaces based on lecture plans, activity stations or other requirements outlined by teachers.
- Developed materials for classroom teachers to support instruction, lab work or in-class activities.
- Taught courses under guidance of senior instructors.
- Handled class records for attendance, assignment grades and course participation scores.
- Shared important information with students concerning upcoming assignments and tests.
- Maintained laboratory safety by demonstrating equipment and techniques.
- Organized and led practice, research and lab assignments.
Cashier
Carl's Jr
09.1991 - 08.1992
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Processed refunds and exchanges in accordance with company policy.
Seamstress Assistant
Tux & Tails
03.1989 - 05.1991
- Followed sewing instructions and inspected quality of finished pieces to exceed customer expectations.
- Maintained clean and organized work area and verified safe and proper equipment functionality to reduce downtime.
- Operated sewing machines to join, reinforce, or decorate products and performed hand stitching for smaller projects.
- Inspected finished garments to address flaws and verify adherence to quality standards.
- Measured and cut fabric for garment construction according to customer specifications.
- Altered and hemmed coats and pants to create custom-fitted styles.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Demonstrated proper textile handling and care related to cleaning, pressing and steaming.
- Maintained and organized material and product inventory.
- Worked correctly and safely with range of different materials and components.
- Measured, weighed and examined products to check conformance with specifications.
- Used different machines and tools based on individual job requirements.
- Followed strict quality control processes and procedures to meet high standards.
- Examined incoming materials and compared to documentation for accuracy and quality.
- Performed quality checks on products at end of assembly.
- Unloaded finished products from machines and loaded onto carts or conveyor.
Education
Associate of Arts - General Studies
Phoenix College
Phoenix, AZ12.2008
Skills
- Software and Hardware Assistance
- Windows 10 and Microsoft Office
- Clerical Support
- Friendly and Patient
- Tracking and Documentation
- Troubleshooting Network Issues
- Employee Onboarding and Training
- Project Support
- Work Planning and Prioritization
- Autonomous and Self-Directed
- Social Perceptiveness, Discretion and Confidentiality
- Verbal and Written Communication
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Quality is not an act, it is a habit.
Aristotle
Timeline
Desktop Support Specialist
Maricopa County Clerk Of Superior Court
12.2014 - Current
Desktop Support Coordinator
Maricopa County Clerk Of Superior Court
03.2007 - 12.2014
File Clerk Specialist
Maricopa County Clerk Of Superior Court
07.2001 - 03.2007
Instructional Assistant
Phoenix Elementary School District #1
08.1992 - 07.2001
Cashier
Carl's Jr
09.1991 - 08.1992
Seamstress Assistant
Tux & Tails
03.1989 - 05.1991
Associate of Arts - General Studies
Phoenix College
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