HelpDesk Customer Support Technician
Resume:
TauVi Wilson
East Chicago, IN ***** • 219-***-**** cell 219-***-**** cell • ***********@*****.***
Field/Help Desk Technician
Experienced in diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations,
migrations of Windows XP to Windows 7 and upgrades. Experienced in providing service to clients by communicating
effectively with technical and non technical staff to resolve issues, give support, and implement new software.
Customer Service Representative
I have over 15 years of customer service, sales and call center experience providing products and services to qualified
customers. Made top honors for sales and goals.
Qualifications & Education
• Kaplan College 13’ – AA Degree in Computer Network Technology
Hardware
• SSD, HDD and CD ROM Drives Video & Sound Cards
• VoIP, TelCom, Multiplexors, Some high end printing systems
• Desktop PC's (Dell, HP, etc.)
• IBM compatible PCs
• Ethernet Cabling
• Cisco Routers
• Switches and WAP
Operating Systems
• Windows XP/7/8 Enterprise/Professional
• Mac
• Linux (Red Hat)
Software
• Microsoft Office X/365
• Exchange 2003/2010
• Active Directory, Windows Explorer
• Outlook, Citrix Receiver Server, Remote Desktop, Bomgar, JoinMe, Remote Assist
• Ticket Systems: Remedy, eRequest, Service Now
Achievements
Black Teachers Association Scholarship 97’
Kaplan Scholar Award 11’
Professional Experience
HelpDesk Support
Insight Global
Client: Northwestern Memorial Hospital
Chicago, IL Dec 2014 to Feb 2015
• Supported Hospital Staff and End Users creating tickets and or troubleshooting issues with logins, application
functionality, hardware failure, and program navigation
• In bound call environment documenting tickets using Remedy Ticket System
• Active Directory and System Access Management to manage profiles
• Overseen administration of over 500 hospital applications
End User Technician (Deskside Support)
Insight Global
Client: Alliance Bernstein
Chicago, IL Aug 2014 to Dec 2014
• Supported End Users and Clients troubleshooting Outlook, Remote Access, Web applications, Mobile Applications, and
Authentication
• Used Service Now and eRequest Ticketing system to document troubleshooting issues
• Activated, Wiped and Reassigned mobile devices with company software and intranet access
• Phone, E mail, and Deskside support as well as Remote Support for 4 other Regional Offices
• Serviced over 400 staff and clientele
Customer Care Rep I
Mindspring
Client: PartsTrader
Chicago, IL Dec 2013 to Mar 2014
Provide remote access to body shop’s severs to install and troubleshoot client service software for integration
•
between estimating systems and the web based application for Windows XP/7/8 OS
Troubleshoot website issues and assist client with walkthroughs and resolutions to function errors. Used Active
•
Directory to delete and add Users and Groups
Qualify and register clients to activate account on website
•
Serviced 5K clients with 100% phone Customer Support
•
Used Microsoft Exchange and Outlook 365 in work environment
•
Serviced 4000+ End Users
•
Field Technician
SmartSource™;
Client: Chase Bank, Citizens Bank, Savers, Aon, AllState
Chicago, IL Oct 2011 to Dec 2013
• Provide desktop support for over 350 clients in the greater Chicago land region by phone or in person as needed to
minimize downtime
• Hardware installations (Dual Monitors, Peripherals, Desktop Units, etc.)
• Support deployment and disk wipes for data migrations
• Data Migrations using Desktop scripts for Windows XP/7/8
• Replace, upgrade, and install hardware for per work order of clients request
• Identify, isolate and report computer equipment showing wear and tear as well as during preventative maintenance
routines
Inside Sales Representative,
Movie Facts
Joliet, IL Feb 2010 to Jan 2011
• Outbound and Inbound Call Center environment
• Assist in documenting custom ad space for clientele
• Followed up with client for any issues or maintenance
• Offered surrounding business new opportunities for market expansion
Contact this candidate