Yesaida Averill
Kingsport,TN
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.
Overview
19
19
years of professional experience
Work History
IT Help Desk Technician
Renova Health
10.2023 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Configured hardware, devices, and software to set up work stations for employees.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Retrieve and ship equipment to appropriate user
IT Support Specialist
AdventHealth
03.2008 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Configured hardware and granted system permissions to new employees.
Data Processing Analyst
AdventHealth
11.2005 - 03.2008
- Completed time-sensitive data entry requests.
- Securely filed document master digital files for backup and future verification.
- Verified data checking for compliance, error and repeat data.
- Identified data errors and discrepancies and implemented swift corrections.
- Double checked accuracy of hard copy paperwork and rectified any issues.
- Compiled and verified accuracy and sorting information to prepare source data for computer entry.
Education
Coventry High School
Coventry, CT2003
Skills
- Software Release and Rollout
- Hardware Evaluation
- Tracking and Documentation
- Microsoft Windows and Office
- Helpdesk Call Support
- Microsoft Azure
- Phone system
- Printers and Peripherals
- Hardware Upgrades
- Remote Access Software
- Service Desk Team Management
- Hardware Components
- Operating System Management
- Support End-Users
- Mobile Device Management
- Microsoft Active Directory
- Hardware Replacement
- Inventory Procedure Documentation
- Auditing Service Requests
- Hardware and Software Repair
- Troubleshooting Network Issues
Timeline
IT Help Desk Technician
Renova Health
10.2023 - Current
IT Support Specialist
AdventHealth
03.2008 - Current
Data Processing Analyst
AdventHealth
11.2005 - 03.2008
Coventry High School
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