Customer Service Desktop Support

Nancy L. Garcia

Wolcott, CT Cell: 475-***-**** ********@*****.*** https://www.linkedin.com/in/nancyjg65

Summary

IT Professional with extensive experience delivering results in diverse industry sectors from manufacturing to health care. Noted for excellence in Customer Service in roles including Field Service Technican, Desktop Support, Software Support, and IT System Administration. Adept at remote support, technical support, and technical writing.

Competencies

Microsoft Office Suites - 2016

Managed Engine software

AVG Managed Workplace

GoToAssist/Webex

Communication verbal and written

Mobile Devices (IOS,Android,etc)

Onsite Deployment

Technical architecture

Time Management

Jira, Squish

Documentation of pertinent information

Remote and on-site technical support

Professional Experience

HOME DEPOT SOUTHINGTON, CT 4/18 – Current

Part Time Garden Associate – Customer Service

PNTDATA CORP MIDDLETOWN, CT 3/27/17-2/14/18

HelpDesk Technical Analyst

Field incoming help requests from end users via both telephone and work orders in a courteous manner.

Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

Respond to assigned tickets tasks in accordance with SLA guidelines

Record,track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and action taken, through to the final resolution.

Apply diagnostic utilities and best practice methodology to aid in troubleshooting

Update technical support documentation when required

Troubleshoot Windows Desktop and Microsoft Office applications

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Self-triage and dispatch tickets when required

Take ownership of tasks and follow through to ensure complete resolution

Take a personal interest in and responsibility for the quality of work performed or associated with.

Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

Test fixes to ensure problem has been adequately resolved.

Perform post-resolution follow-ups to help requests.

NEWMAC, LLC Middlebury, CT 2016 -2017

Consulting work for a year contract. Support Computer hardware Installs – Dell, HP

LYMAN PRODUCTS Middletown, CT 2012 - 2016

AS400 Operator (2012-2013)

Systems/Network Administrator (2013-2016)

Deploy, monitor, maintain, develop, upgrade, and support all IT systems, including servers, PCs, operating systems, telephones, software application, e-mail support, and peripherals

Proactive in establishing a help desk and technical support services, wireless equipment

Technical writer in Step by Step instuctions, troubleshooting, new product hardware/software documentation.

VOIP – Mitel software and setup.

SSIMED Windsor, CT 2006- 2009

Medical Billing

Onsite Travel for Application, Hardware, Software support in Hospital Settings

Technical support with ticketing system for hospitals and doctor offices via onsite or Webex

Helpdesk support role in hardware/software for 150 medical billers.

Setting up workstations with computers, printer access and VOIP Toshiba Phone

VOIP configuration both hardwired and software based Toshiba phones

Exchange/Active Directory, SQL conductivity, terminal servers, RDP, offsite backup

Additional Experience

Home Depot Sales Associate, Garden Department 2012 - 2015

Pyramid Technology, Meriden, CT

New Britain Board of Education

SSIMED Windsor, CT

Technical Sales Customer Support -contract 2008 - 2009

Adult Education -Computer 101/102 2004 - 2005

Desktop Support Technician 2005 - 2009

NSI Waterbury, CT

Field Service Customer Service Reprensentate (CSR, District Managers 1992 - 2003

Education and Certifications

University of Phoenix Phoenix, AZ 2010-2012

Bachelor of Science in Computer Information Systems B.S (CIS), 3.62 GPA

Trnascript upon request or viewable on Linkdin

Gibbs College – Norwalk, CT 2003-2005 (3.87)

Associates of Computer Network Operations, (CN0), Dean’s Lists (3)

Certifications:

A+ Certification Dell Certs HP Certs, Zebra Cert, IBM certs

Microsoft Certified Service Professional (MCP) + Internet (+I)

Microsofit Certified Service Engineer (MCSE)

Contact this candidate