Customer Service Help Desk
Resume:
Jasmin Bealer
Watertown, NY 13601
***************@*****.***
Summary
Supervisory/management experience over other technicians
Help Desk and Desktop Support customer service for staff, students and clients
Organizing, transferring, and recording on merchandise
Associate of Science and Associate of Humanities and Social Sciences
Motivate others to achieve company goals and make working a joyful experience
Strong interpersonal skills and ability to resolve issues ethically and with minimal conflict in person and on the phone
Strong verbal and written communication skills through the computer, phone, and on paper
Handling of protective documents and passwords of staff members, students, and clients
Education
Jefferson Community College, Watertown, NY
Associate of Humanities and Social Sciences, Graduated May 2015
Jefferson Community College, Watertown, NY
Associate of Science, Graduated December 2014
GeekSquad, Watertown, NY
Apple IOS Certified, March 2016
Employment History
Jefferson Community College, Watertown, NY
Student Computer Technician and Call Center Supervisor, June 2012 – June 2015
Collaborated with other technicians on special projects and events
Fielded an average of 20 customer service calls a day and 25 tickets for issues with staff member's technology
Managed inventory of products
Supervised five other employees in the Technology Department
• Performed standard computer set-ups for faculty and staff
• Received and distributed work orders to appropriate technicians
• Operated computer systems such as Windows 2007, XP, MAC, and Linux
• Assisted the micro-computer technicians with the installation of operating systems, office equipment, software packages including: Adobe Products, Microsoft Office Suite, QuickBooks, and Windows Virtual PC
• Performed an extensive range of clerical support for the Chief Technology Officer including: data entry, training new student workers
• Filed invoices, purchase orders
• Provided remarkable customer service for walk in queries
• Performed data processing support that required knowledge of data processing sequences, and procedures
• Provided direct support to computer users, such as troubleshooting computer and connectivity problems
• Performed routine diagnostic checks on both hardware and software
• Assisted users with the operation of software programs, information retrieval, hardware operation, Input/output procedures, and routine troubleshooting
Geek Squad at Best Buy, Watertown, NY
Consultation Agent and Sales Associate, September 2015-August 2016
Provided high level of support and first class customer service to ensure that the end user feels their computer concerns are a top priority to be resolved
Handled walk-in customers and addressed their computer concerns face to face
Stepped in as an Advanced Repair Agent as needed
Certified computers using MRI and other applications to run diagnostics to ensure pc is running properly before selling with no traces of malware
Troubleshoot client’s pc on a 15 minute walk-in basis to be able to uncover what was happening to the pc and reiterate to the client in simple terms of what the problem is and how we intend on fixing it
Worked as a team member to make sure that client’s came first and were always satisfied with the work completed on their computers by demoing the finished product
Provided our team with sales buy being the Agent of the hour and selling our services out on the sales floor
Jefferson Community College, Watertown, NY
Technology Specialist Professional Staff Member, January 2016-August 2016
Provided computer help desk support and technical training on hardware/software to end-users.
Documented help desk tickets/resolutions in TrackIt, and provided overall assistance in daily administration.
Performed set-up, breakdown, and transport of agency equipment on an as-needed basis.
Troubleshoot hardware and software issues and forward to appropriate level.
Respond to system hardware/software error and malfunction messages, storage and hardware configuration problems.
PC, laptop, TV and printer installs, repairs, and deployment.
Creating new user accounts in Active Directory which includes granting permissions, creating network shares, mailboxes, and granting access to network files and shares.
Computer imaging using MDT and Clonezilla while using a networking switch to emerge the image to 20 other computers.
Communicated on Slack with co-workers about urgent Help Desk problems that needed to be attended to immediately
Made and ran network cables through ceilings and programmed them on the switch with help of the head network technician
Professional Skills
•An experienced team leader with the ability to initiate/manage cross-functional teams and multi-disciplinary projects.
•Critical thinking, decision-making and problem solving skills.
•Planning and organizing.
•Excellence Personal Communication skills.
•Project management skills: Influencing, leading, negotiating and delegating abilities.
•Conflict resolution.
•Adaptability.
•Tolerant to stressed situations.
•Strong communication skills
•Problem analysis and problem solving
•Organizational skills and customer service orientation
•Adaptability and ability to work under pressure
•Able to meet customer’s needs with a product they will love
References
Cliff Peters
Microcomputer Specialist
Jefferson Community College
1220 Coffeen Street
Watertown, NY 13601
*******@*************.***
Kendell Mandigo
Assistant Manager
Best Buy
21085 Salmon Run Mall Loop W
Watertown, NY 13601
*******.*******@*******.***
Robert Mehallow
Geeksquad Manager
Best Buy
21085 Salmon Run Mall Loop W
Watertown, NY 13601
******.********@*********.***
Don Horton
Head of Network Security
Jefferson Community College
1220 Coffeen Street
Watertown, NY 13601
*******@*************.***
James Buyea
Head of Technology at Jefferson Community College
Jefferson Community College
1220 Coffeen Street
Watertown, NY 13601
******@*************.***
Letters of
Recommendation
June 1st 2016
James Buyea
Chief Information Officer
Dear Sir/Madam;
I was initially impressed with Jasmin Bealer’s enthusiasm, communication and technical skills, and professional demeanor when I became her supervisor 3 years ago as the Chief Information Officer at Jefferson Community College (JCC). During the 3 years Jasmin has reported to my division, she consistently demonstrates all of these qualities and more, and I heartily endorse her for any technical service/support and entry level supervisors’ position.
Jasmin is reliable, dedicated and eternally upbeat. Her ability to calm angry or frustrated faculty, staff, and students is unparalleled, and it is because of her excellence in this area that I repeatedly asked her to mentor new student workers in the IT division. Jasmin multitasks effectively and is able to handle a high-volume workload. She consistently met or surpassed all weekly support metrics (including customer satisfaction, service calls and response time), and her daily written reports when required were accurate and thorough.
Of particular value to me as a college executive was Jasmin's team player mind-set, enthusiastic embrace of change, ability to work with minimal supervision and unwavering commitment to exceeding team expectations. I regularly received unsolicited praise from faculty, staff, and students commending Jasmin's outstanding level of service, professionalism and follow-through.
Organized and diligent, Jasmin quickly learned technology systems and software that were unfamiliar to her when she first started with JCC, and she also attended optional technology development meetings offered through the department. She quickly became one of our senior student workers that required training and supervising other student workers.
Jasmin is a hardworking, top-performing IT support professional. She has my highest recommendation, and I am happy to furnish more details if you would like additional information.
Sincerely,
James A. Buyea
To Whom It May Concern:
It is my great pleasure to write this letter of recommendation for Jasmin Bealer. I have had the pleasure of viewing Miss. Hollenbeck’s professional development over the past 3 years, and I can state with confidence that she is a motivated and responsible person with a high degree of integrity. As such, I expect that she will be a very positive addition to your institution.
As her supervisor at Jefferson Community College, I feel that I know Mrs. Bealer quite well. She began working part-time as a student worker while she was still pursuing her degree in Individual Studies. In this role, she had a considerable amount of responsibilities, and she handled them effortlessly. She showed her skills to communicate with both students and the staff are exceptional.
At the same time, Miss Hollenbeck finished her degree at Jefferson Community College. Her academic training and abilities gradually became evident, and after she graduated we hired her to the role of Technical specialist, as we felt that she had already proven her trouble computer shooting and communication skills and would be suitable for this position. She proved us right, and she has become an important, effective, and integral part of our team.
Mrs. Bealer takes the initiative to identify problems and devise solutions. Her role requires strong communication skills, and she has shown that she not only has these skills, but that she also has the ability to inspire respect and cooperation in teammates.
Based on my observation, she clearly has the interest to excel in this field, and based on her performance, she clearly has the ability to achieve success. I therefore highly recommend her for the helpdesk passion she is seeking in your organization. I sincerely hope that you give her application favorable consideration. If you need any further information about Mrs. Bealer, please do not hesitate to contact me.
Sincerely,
Clifford Peters Jr.
Clifford Peters Jr
Technical Specialist,
Jefferson Community College
Phone 315-***-****
Email *******@*************.***
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