Technical Support Customer Service

James Dock Coleman

***** ********* ***, **********, ** 20874 202-***-****

Technical Support Specialist Helpdesk Technician

*******.****@*****.***

Dedicated helpdesk professional currently providing technical support in a 450+ user environment. Skilled problem-solver able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.

Expertise:

Technical Troubleshooting

End User Training

System Upgrades & Optimization

Technical & User Documentation

Relationship Management

Technical Summary

Platforms:

Windows, Android

Networking:

LANs / WANs / TCP / IP,HTTP, Wireless, Active Directory

Hardware:

tablets, desktops, laptops, printers, scanners, projectors

Professional Experience

Mag View, Burtonsville, MD Desktop Support Specialist, 2/2017 to Present

Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets.

Foster customer satisfaction via a helpful, knowledgeable, and professional demeanor

Closed 95% of trouble tickets on the first call without escalation.

Manage user accounts within ADManager application, this includes disabling/enabling accounts and password resets

Help with the maintenance/operations of user workstations

Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.

Shelby County Government, Columbiana, AL Helpdesk Representative, 12/2015 to 10/2016

Provided technical support (using Paracelsus software) for 150+ users. Ensured quick resolution of user concerns and escalated more complicated issues to helpdesk managers.

Cut incident callback rate by 12%; used technical, analytical and communication skills to accurately identify user needs and provide effective solutions.

Developing websites from design comps in WordPress and/other select CMS platforms

Create and code responsive websites and html emails using both in-line and CSS3--in accordance with best practices

Awarded Star Employee three times for delivering outstanding technical support and customer service.

Education & Training

University of Alabama Birmingham 2014 Bachelor of Science in Computer Information Systems

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