Yolanda Burns
Wildwood,FL
Summary
Highly skilled Help Desk Support Agent with 9 years of industry experience. Committed to providing exceptional technical support and customer service to resolve issues efficiently and effectively. Proficient in both soft and hard skills, I aim to contribute to the success of an organization by delivering outstanding support to end-users and ensuring optimal system performance aligning end-user needs with long term resolutions to IT challenges. I am an organized and motivated individual who is goal driven and thrives for results. I’m seeking and opportunity with organization that offers career growth.
Overview
13
13
years of professional experience
Work History
Customer Support Agent
Home Well Care Services
Sumter, United States
11.2021 - Current
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed strong customer relationships to encourage repeat business.
- Answered inbound calls, chats and emails to facilitate customer service.
- Responded to user inquiries and provided technical assistance via phone, email, and ticketing system
- Diagnosed and resolved hardware and software issues for desktops, laptops, printers, and mobile devices
- Configured and supported various operating systems, including Windows 10 and macOS, ensuring optimal performance and security
- Assisted in network troubleshooting, resolving connectivity issues, and providing remote VPN support
- Installed, updated, and maintained software applications, including antivirus and productivity tools
- Conducted training sessions for new employees on IT systems and procedures
- Collaborated with cross-functional teams to implement new technologies and improve system functionality
- Documented and maintained accurate records of support activities, resolutions, and frequently asked questions for future reference.
Service Desk Agent
United States Post Office
Henrico, United States
08.2018 - 11.2021
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries
- Managed customer's expectations of support and technology functions to provide a positive user experience.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users.
- Increased overall company performance through improved IT uptime and cost reductions
- Troubleshoot portable electronic scanner as instructed for delivery confirmation to assure job completion
- Provided Tier 1 IT support to non-technical internal users through desk-side support services
- Tested inform delivery service for customers
- Activated accounts for clients interested in new services
- Performed tests of functionality, security, and performance of different postal clerk workstations and devices.
Service Desk Analyst
Tapp Family Home
Richmond, United States
01.2016 - 08.2018
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems
- Trained and mentored new service desk personnel and managed IT portion of employee onboarding process
- Developed, wrote, and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss
- Entered service tickets into the incident tracking system to facilitate faster problem identification and resolution
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions
- Responded to user operational issues with desktop computers, laptops, and mobile electronic devices
- Attended weekly team meetings to enhance a product, and service knowledge and gain insight for patients
- Addressed user customer service concerns and decided when to escalate problems to specialist team members
Contact Representative
Internal Revenue Service
Richmond, United States
12.2010 - 12.2015
- Used critical thinking skills while being knowledgeable with policies and procedures to manage the calls quickly, right, and politely for a fully successful end-of-the-year appraisal
- Through telephone interaction, I assisted taxpayers with adjustments to tax returns and accounts such as balance dues payment plans, refunds, personal information, and identity theft
- Maintained strong call control and quickly worked through scripts to address problems
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints
- Offered resolutions to de-escalate calls and solve customer issues
- Answered an average of 50 to 70 calls or more daily by addressing customer inquiries
- Consulted with customers to resolve service and billing issues
- Submitted updates daily and refer taxpayers to other departments by using written and verbal responses to guide their resolution with IRS policies and procedures
- Securely accessed, analyzed, and evaluated taxpayers' accounts daily and protected personal and financial information
- Educated taxpayers by providing multiple resources and tools available online or with the IRS voice response system.
Education
Associate of Science - Information Technology Project Management
01.2025
High School Diploma -
06.2004
Skills
- Management Skills
- Project Management
- Agile Methodology
- Agile Principles
- Backlog Refinement
- Training at team level
- Agile team Transformation
- Scrum Framework
- Sound Knowledge of Jira, Confluence, SharePoint, and Rally
- Advanced Knowledge of SDLC and several software developments
- Agile engineering practices (continuous integration, continuous delivery, test driven development)
- Technical Skills
- Error Detection
- Operating Systems: Windows (XP, 7, 8, 10), macOS, Linux
- Hardware: Desktops, Laptops, Printers, Mobile Devices
- Software: Microsoft Office Suite, Help Desk Ticketing Systems, Remote Desktop Tools
- Networking: TCP/IP, DNS, DHCP, VPN
- Remote Support: Team Viewer, Remote Desktop Protocol (RDP), VNC
- Troubleshooting: Hardware, Software, Network
- Quality Assurance
- Schedule Management
- System Performance Assessment
- Training Materials Development
- Help Desk Support
- Microsoft Windows and Office
- Resolving Problems and Incidents
- Service Desk Team Management
Accomplishments
- CompTIA A+ Certification 2011
- Scrum Master certified 2022
References
References:
Available upon request
Timeline
Customer Support Agent - Home Well Care Services
11.2021 - Current
Service Desk Agent - United States Post Office
08.2018 - 11.2021
Service Desk Analyst - Tapp Family Home
01.2016 - 08.2018
Contact Representative - Internal Revenue Service
12.2010 - 12.2015
Phoenix University - Associate of Science, Information Technology Project Management
Monacan High School - High School Diploma,
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