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
Phoenix, AZ
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
Phoenix, AZ
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
Phoenix, AZ
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
Phoenix, AZ
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
Phoenix, AZ
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
Phoenix, AZ
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