Customer Service Support

***** ***** **** **. *******, MI 313-***-**** *********@*****.***

Leonette McKay

Objective

Seeking an opportunity where I will be able to utilize my strong customer service skills, organizational skills, educational background, and ability to work well with people, which will allow me to grow personally and professionally. I am self-motivated and able to work both independently and as collaborative team member.

Experience

9/2012-Present

Ascension Health

Auburn Hills, MI

Support Analyst

In and outbound first level Helpdesk support for over 1200+ Windows XP-8 users

Password reset for Windows XP-8, Meditech, Epic, TPX, AS400 and Cerner users

Assisted users with Software and Hardware questions for PC

4/2012-6/2012

Technology Resource Group/BBDO

West Bloomfield, MI

Helpdesk/ Computer Support

In and outbound first level Helpdesk support for over 1200+ PC and Mac users

Password reset for Windows/PC and Mac users

Assisted users with Software and Hardware questions for PC or Mac

5/2000 – 4/2009

Tech Team Global (Ford Motor Company)

Dearborn, MI

Desktop support /Sr. Systems Technician, Helpdesk Support Technician / Senior Helpdesk Support Technician, Resource Specialist

Provided professional end-user helpdesk support via telephone 10% of the time, emails, or desk side 80% of the time

Provided Executive Support.

Support 1700+ users with Windows 2000 and Windows XP- Windows 7.

Provided installation and upgrade services of hardware and software

PC repair for Dell Desktop and Notebooks

Implement virus detection and eradication procedures

Diagnose end-user system failures and implement repair solutions

Diagnose printer and other peripheral devise failures and implement repair solutions

Troubleshoot network devices in order to ensure connectivity from the PC to the Network

Provided restorative or maintenance actions to resolve end-user problems

Responds to end-user problems based on standard procedures

Responsible for ensuring systems are configured properly

Resource for more complex end-user issues

Track incidents and calls, including but not limited to entering data into the database timely and accurately

Prepare troubleshooting, Tech Tips, and reference material in electronic format.

Provided professional end-user support via 100% telephone assistance

Provided restorative or maintenance actions to resolve end-user problems

Responds to end-user problems based on standard procedures

Responsible for ensuring systems are configured properly

Act as a resource for more complex end-user issues

Correctly track incidents and calls, including but not limited to entering data into the database timely and accurately

Consistently meet or exceed required performance criteria

Responsible for advanced technical issues such as call escalations and other issues that require a higher degree of knowledge to resolve

Assist with answering technical questions from the analyst.

Support customer service for Ford Motor Company; assist with troubleshooting, software and hardware components.

Develop and maintain SCOPE content and delivery tool

Work with application owners to enhance effectiveness of available knowledge.

Produce and analyze reports of knowledge base usage and effectiveness

Complete special projects as assigned by supervisors

Education

June 2014 – Sept 2016

Art institute of Michigan

Novi, MI

Associate of Applied Science in Culinary Arts

May 2007 – June 2014

University of Phoenix

Southfield, MI

Bachelor of Science in Business / Management

References

References are available on request.

Contact this candidate