Vickie Crayton
Houston,TX.
Think like a queen. A queen is not afraid to fail. Failure is another stepping stone to greatness
Summary
Astute Helpdesk Analyst with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
17
17
years of professional experience
Work History
Help-desk-support
Houston Methodist Hospital
Houston, TX
03.2008 - 05.2022
- Assessed, troubleshot and repaired various machines such as desktops, printers and sorters.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up workstations for employees.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Helped streamline repair processes and update procedures for support action consistency.
- Patched software and installed new versions to eliminate security problems and protect data.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Developed and maintained courteous and effective working relationships.
- Learned new skills and applied them to daily tasks to improve efficiency and productivity.
- Resolved problems, improved operations, and provided exceptional service.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Increased customer satisfaction by resolving issues.
- Actively listened to customers, handled concerns quickly, and escalated major issues to correct IT teams.
- Identified issues, analyzed information, and provided solutions to problems.
- Managed over 50 calls per day to help reduce the abandoned rate.
Helpdesk Agent
IS&T Staffing/Methodist Hospital
Houston, TX
08.2005 - 03.2008
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Patiently walked individuals through basic troubleshooting tasks.
- Provided basic end-user troubleshooting and desktop support.
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
- Responded promptly to incoming calls and requests for technical support.
- Analyzed issues to identify troubleshooting methods needed for a quick resolution.
Education
High School Diploma -
06.1979
Skills
- Customer Accounts Management
- Service Ticket Tracking
- Support
- Knowledge Base
- Computer System Maintenance
- Customer Education
- User Training
- Technical Troubleshooting
- New Installations
- Call Handling
- Hardware and Software Configuration
- Preventative Maintenance
- Office Support
- Hardware and Software Repair
- Customer Communication and Empathy
- Issue and Resolution Tracking
- Information Updates
- Tracking and Documentation
- Employee Computer Support
- Microsoft Windows and Office
- Organizational Skills
- Friendly and Patient
- Issue Research
- Help desk support
- Active Listening
- Problem-Solving
- Help desk support
- Attention to Detail
- Decision-Making
- Application Help
- Web Help
- Help Desk Assistance
- Help Desk Support
- Software Support
- Security Support
Additional Information
I have 21 years as a Friendly customer service professional and am committed to providing high-quality service and developing customer relationships. I have great people skills and knowledge of conflict resolution.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Help-desk-support - Houston Methodist Hospital
03.2008 - 05.2022
Helpdesk Agent - IS&T Staffing/Methodist Hospital
08.2005 - 03.2008
Beloit Memorial High School - High School Diploma,
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