Support Representative/Help Desk
Resume:
Amber Alexandria Morgan
Greenbelt, MD 20770
Home: 301-***-**** Cell: 301-***-****
***************@*****.***
OBJECTIVE STATEMENT
Highly qualified and dedicated IT professional with a combination of superior customer service. Adept at streamlining workflow processes, improving overall Productivity, and achieving all company goals and objectives. Energetic and goal-oriented with an impressive performance record and a well-rounded background in optimizing internal support Performance.
SKILLS AND ABILITIES
Background in Microsoft Office 2003-2010 (Word, PowerPoint, Excel)
Strong customer service, accounting and management skills
Ability to effectively communicate and work well with others
Ability to work independently and perform multiple tasks
Troubleshoot hardware/software
Troubleshoot network connectivity
Software installation support
Phone and e-mail support
Documentation
Admin
EDUCATION
Strayer University – Suitland, Maryland
Bachelors of Science in Information Systems and Cybersecurity- Present – Expected Graduation May 2018
ITT Technical Institute – Springfield, Virginia
Associate of Applied Science Degree in Information Technology - Network Systems & Administration, April 2016
PROFESSIONAL EXPERIENCE
SUPPORT REPRESENTATIVE/HELP DESK
Metalogix Software/ NW, Washington, DC June 2016 – Present
Work with customers to resolve difficult cases in challenging environments
Provide and ensure customer confidence in abilities and products
SharePoint experience
Support escalated cases and knowledge share with support representatives
Create knowledge base articles and perform customer training sessions
Communicate to the worldwide support team
Lead and mentor younger team members
Work with large high secured customers
Perform and use CRM and windows operating systems along with using Powershell and SharePoint online
Manage, track, report, process and assign tickets daily and across shifts.
Responsible for opening, tracking and closing tickets.
Define and classify level, priority and nature of problem, request and/or issue.
Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.
Actively manage incident tickets and provide status updates on each ticket per SLA.
Collect information about incidents and problems to evaluate root causes. Report information and make recommendations to the Service Desk Manager, Operations Manager and other stakeholders.
Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
Troubleshoot to determine problems for operating systems, applications, network, or mobile issues.
Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.
Provide system and application diagnoses to remediate issues while engaging other teams as needed.
Serve as service desk escalation support to customers, systems and application owners.
INFORMATION TECHNICIAN/CLERK
The Gadget Guys/Fort Washington, MD June 2015-December 2015
Maintaining records of problems, remedial actions and installation activities
Troubleshooting a variety of computer issues and assist in resolving computer issues
Set up equipment for customers, to ensure proper installation, operating systems and appropriate hardware
Conferred with users and conduct diagnostics to help resolve problems and provide technical assistance
PRODUCTS ASSOCIATE/ CASHIER
PetSmart, Oxon Hill MD November 2013 – June 2016
Calculate total payments received during a time period, and reconcile this with total sales
Compile and maintain non-monetary reports and records
Keep periodic balance sheets of amounts and numbers of transactions
SALES ASSOCIATE
Charlotte Ruse, Oxon Hill, MD December 2014 – October 2015
Stock store shelves, locate items for customers, and ring up customer purchases at the cash register
Controlled the fitting rooms, assemble product displays, and maintain store cleanliness
Provided knowledge and insight of current fashion trends and flexible schedule availability
CREW CHIEF MANAGER/CASHIER
Wendy’s International, Inc., Oxon Hill, MD May 2011 – February 2014
Computed and recorded transactions at POS terminal
Issued receipts, replace orders, and maintain cleanliness of workstations
Implemented health and safety guidelines and follow all company policies and operational procedures
Provide quality products and services while maintaining a safe and clean environment to ensure one hundred percent customer satisfaction
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