Yulanda Veal
Bossier City,LA
Summary
Accomplished Help Desk Support Specialist with a proven track record at General Dynamics IT, excelling in technical troubleshooting and problem-solving to enhance system efficiency and user satisfaction. Skilled in application support and fostering professionalism, consistently streamlined support processes, and improved incident management. Expert in security protocols and customer service, significantly contributing to a secure and user-friendly computing environment.
Overview
7
7
years of professional experience
Work History
Help Desk Support Specialist
General Dynamics IT
Bossier City, LA
10.2017 - Current
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware and granted system permissions to new employees.
- Configured hardware, devices, and software to set up work stations for employees.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Provided support for network infrastructure and baseline configurations.
- Logged activities in tracking system to maintain accurate, timely records.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures for support action consistency.
Education
Master Of Real Estate - Property Management
Tarrant County College District
Fort Worth, TX04.2000
General Studies
Grambling State University
Grambling, LA08.1987
Skills
- Application support
- Security Protocols
- Remote Support
- Hardware diagnostics
- Incident Management
- Hardware knowledge
- Help Desk Software
- Report creation
- Technical Support
- CRM Software
- Technical Troubleshooting
- Online Chat Support
- Data Recovery
- Device Installation
- Customer Needs Assessment
- User Support
- Technical Documentation
- Incoming Call Management
- Desktop support
- Help Desk Support
- Customer Service
- Requirements Definition
- Call Center Operations
- Microsoft Windows and Office
- Application installations
- Active Listening
- Professionalism
- Problem-Solving
Timeline
Help Desk Support Specialist
General Dynamics IT
10.2017 - Current
Master Of Real Estate - Property Management
Tarrant County College District
General Studies
Grambling State University