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Customer Service Desktop Support

Keller, TX
September 22, 2018

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**** **** ***** **. # **** Fort Worth, Texas 76177 cell 682-***-**** TECHNICAL SUMMARY

Over 15 years’ experience in the customer service and technical support industry. A professional, dedicated, hardworking individual who works well independently as well as with a team. Customer Service Problem Solving Multi-tasking Networking Windows IT support Wi-Fi Printers LAN VPN Team Facilitation Training EDUCATION AND CERTIFICATIONS

A.A.S. in Computer Technology, ECPI COLLEGE OF TECHNOLOGY, Virginia Beach, VA DDI Certified Management Class (5 days), Developmental Dimensions, INC Certified G.R.E.A.T Sales Facilitator (Internal and External), G.R.E.A.T Sales (Cox Communications) Certified Train-the Trainer II, University of Richmond, Emotional Intelligence Class PROFESSIONAL OVERVIEW

DXC TECHNOLOGIES Plano, TX. 9/2015 – present

Desktop Support Analyst

Acted quickly to resolve customer issues in a way that retained trust and provided confidence

Related to users of different skill levels – quickly identify the caller’s technical proficiency and responded appropriately

Explained technical terms, issues, and processes clearly over the phone which also allowed the end user to help with resolving issues more quickly

Followed a five step process to perform logical troubleshooting by asking appropriate questions to get a comprehensive description of the problem, logically checked possible causes and identified actual root issues, efficiently researched issues and resolutions, implemented appropriate resolutions

Installed, upgraded, configured, tested and maintained third party software applications.

Diagnosed and provided technical support for issues relating to Active Directory, Field Disk Encryption, Multifunction Authentication, TCP/IP, LAN & WAN, VPN, Cisco Anyconnect, VLANs, Wi-Fi and DNS

Support MS products such as Win7 and Win10 \ MS Office 2010, 2013 and 2016 \ Internet Explorer, Firefox and Chrome

Provided remote support through the Bomgar application

Provided first level technical support for end-users, over the phone, through email and chat.

Provided software and hardware upgrades. Advised users on How To knowledge for product orders

Responded empathetically and professionally to customers – understood their concerns and addressed them calmly, understood and explained all available options. Was assertive but polite when explaining potential service limitations

Provided detailed case logging with professional written communication skills. Case notes were clear and comprehensive

Showed initiative in learning new products and technologies without formal training; kept up with technology trends

Assisted in training New Hires when they hit the floor COMPUCOM Dallas, TX. 10/2012 – 9/2015

Desktop Support Analyst

Troubleshoot help desk tickets relating to desktop devices, identified root causes and resolved issues

Resolved technical issues and provide courteous and knowledgeable customer service

Provided1st level support for the Help Desk including research and resolution for technical problems

Served as the primary contact for solving and escalating service tickets to tier 2 or 3 as needed.

Responsible for advising and assisting users in solving technical problems related to hardware, operation systems, applications, printers, networks, WIFI, VPN, mobile devices and other peripherals devices. GENO HUMPHRISE 2

INSIGHT GLOBAL Plano, TX. 10/2011 – 10/2012

Level I Tech Support Specialist

Troubleshoot help desk tickets relating to desktop devices, identified root causes and resolved issues

Level 1 POS and add-ins problem solving experience.

Configured new and replacement equipment for a large corporate user base.

Completed order requests to deploy equipment and software with in the FedEx ground headquarters.

Followed set procedures related to asset management requirements for FedEx.

Completed all work in accordance to stated service level agreements.

Assisted project teams as needed to complete deployments and roll out of software and equipment. PFS WEB, CREST AND ORAL B GROUP Plano, TX 11/2008 – 2/2011 Call Center Support Specialist

Processed sales orders for high-end products

Offered customer service for sales of high-end products COX COMMUNICATIONS Chesapeake, VA 12/2001 – 7/2006 Training Specialist II

Facilitated on-site and off-site classroom training.

Facilitated new hire orientation and service culture training.

Responsible for classroom management.

Responsible for training assistants.

Coached and mentored training assistants and new hires.

Assisted in training new team members through monitoring their calls as appropriate.

Updated and maintained training material.

Assessed training needs and developed appropriate training material for call center.

Attended and assisted in steering committee meetings.

Worked with subject matter experts to develop and deliver training to include products, services, and business practices.

Trained Software Support Applications: ICOMS (AS400), Remedy, Email Clients, and MS WIN (9X), ME, XP & WIN2000; One-on-one training increased confidence and motivation for the technical support/sales staff.

Trained Hardware support for computers, networks and modems.

Updated and maintained all lab computers and networking equipment.

Assessed training needs and developed training material for Tier I & II technical support. COX COMMUNICATIONS, Chesapeake, VA 10/2001 – 12/2001 Tier I - Helpdesk Technician

Installed, configured, and supported modems, network/connectivity applications

Troubleshoot technical problems, identified root causes and resolved issues GATEWAY INC Hampton, VA 8/1998 – 10/2001

Training Specialist

Planned, developed, coordinated, assessed training programs as the global contact in Hampton.

Planned course layout, content review and presentations, meeting best practices across all sights in accordance with Senior Course Development Specialist.

Facilitated, coordinated, and prepared the material for training courses for Hampton, ensuring that technical support professionals maintain current certifications on new technologies and were in a position to provide the best support to customers.

Maintained accurate attendance, scores, and performance records. Assisted management with future employee development.

Documented, analyzed, and modified processes based on trainers and participants’ feedback, tailoring training to meet the needs of future classes.

Supervised, trained, coached, mentored, reviewed and developed the assigned staff.

Assisted in training new team members and monitored their calls.

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