Customer Service Help Desk

Location:

Fairfield, OH

Posted:

September 12, 2018

Contact this candidate

Resume:

Joseph Bjorn P. Magsalin

**** ******* ******

Hamilton, OH 45011

513-***-****

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

OBJECTIVE:

To obtain a job where my help desk knowledge, technical skills and customer service can be utilized.

EDUCATION:

Miami University, Hamilton, OH

Pursuing a Bachelor of Science, Engineering Technology

Concentration in Computer Engineering

TECHNICAL SKILLS:

Microsoft Office Word, Excel, Access, PowerPoint (2000, 2003, 2007, 2010, 2013)

Microsoft Outlook (2007,2010, 2013)

Visual Basic 2005, Java, C++

Completed Related Coursework

Fundamentals of Computer Program Design

Intro to Computer Concepts and Programming

Fundamentals of Programming and Problem Solving

Computing, Engineering & Society

RELATED EXPERIENCE:

AMAZON, Cincinnati, Ohio

Whole Foods Shopper

September 2018 – Present

Pick up customer’s items from the order.

Issue a replacement if customer’s item is out of stock and wait for the customer’s decision if they agree on the replacement item.

Pack customer’s items.

Store the customer’s items in their appropriate storage for pick up.

Maintain cleanliness in the workplace.

Make sure to replenish packing bags from supply room once supply is low.

TRADEGLOBAL, West Chester, Ohio

Customer Service Representative

August 2016 – April 2018

Log all tickets into the service desk ticketing system, resolve or escalate all issues in a timely and customer centric fashion.

Document client issues and requests with clarity and accuracy.

Determine appropriate resolution or escalate tickets depending on the complexity or specification of a ticket.

Monitor ticketing systems to ensure that tickets are escalated, closed, or updated daily.

Accurately respond to service desk tickets via contact center phone system, service desk system, and email.

ATOS, Mason, Ohio

Help Desk Agent I

February 2014–June 2016

Log all tickets into the service desk ticketing system, resolve or escalate all issues in a timely and customer centric fashion.

Document client issues and requests with clarity and accuracy.

Determine appropriate resolution or escalate tickets depending on the complexity or specification of a ticket.

Monitor ticketing systems to ensure that tickets are escalated, closed, or updated daily.

Accurately respond to service desk tickets via contact center phone system, service desk system, and email.

NSC, Mason, Ohio

Help Desk Agent I

September 2013 – February 2014

Support customers regarding hardware/software, printers, or other troubles they be experiencing, and answer basic questions.

Check, retrieve, and log voicemail messages.

Ascendum, Cincinnati, Ohio

Help Desk Agent I

January 2013 – September 2013

Support customers regarding hardware/software, printers, or other troubles they be experiencing, and answer basic questions.

Check, retrieve, and log voicemail messages.

Miami University, Hamilton Campus

Student Associate, Computer Services Help Desk

August 2007 – January 2013

Daily review the Help Desk log

Count computer users in each computer lab and log information hourly.

Check lab continually for available computer stations.

Check printers for paper and toner messages and replace supplies as indicated. This is an hourly activity.

Note out-of-order equipment. Log information into equipment repair of the Communication Log and inform the Coordinator of User Support of equipment failure.

Check, retrieve, and log voice mail messages.

Support faculty, staff and students regarding hardware/software, printers, or other troubles they be experiencing, and answer basic questions.

Assign requests to Audio Visual Associate student.

Assist faculty and students regarding operational questions.

OTHER EXPERIENCE:

Wal-Mart Supercenter, Hamilton, Ohio

Stockperson

March 2006 – September 2006

Assisted with stocking merchandise in the stock room.

Maintained shopping carts inside the corrals.

Provided customer service such as assist with exchange of propane tanks, load furniture/appliances, or carry groceries for customers with disabilities.

Quality Associates, West Chester, Ohio

Assembly Line/Packer

December 2012 – January 2013

Repacks merchandise to retail-ready for sale usage in retail stores.

Joseph Bjorn P. Magsalin

2643 Urmston Avenue

Hamilton, OH 45011

513-***-****

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

REFERENCES

Pat Hunley, Coordinator of User Support

Miami University