Mary Ruth Fofonah

571-***-**** ad05bx@r.postjobfree.com Woodbridge, United States 22193

SUMMARY

Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.

Meticulous Technical Support Representative tracks and analyzes all customer complaints and product faults. Contributes invaluable data to software development personnel. Produces exceptional products by leveraging actionable customer feedback data.

SKILLS

Debugging

Remote Technical Assistance

Remote desktop services and support

Troubleshooting and Diagnosing

Customer support needs assessment

LAN/WAN

Technical Troubleshooting

MS Office proficiency

EXPERIENCE

Technical Support Specialist, Capital Caring Hospice, October 2019-Current

Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.

Documented and updated case notes for each customer and work order.

Disassembled computer systems to troubleshoot and resolve hardware issues.

Removed malware and viruses from laptops and desktop systems using specialized software.

Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.

Observed system functioning and entered commands to test different areas of operations.

Consulted with clients on installed machine security applications and devices to recommend further safety measurements.

Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.

Reviewed current hardware and software configurations and recommended modifications to increase system speed.

Updated and processed programming changes, equipment upgrades and customer and billing information.

Monitored service orders to completion and closed service tickets.

Maintained compliance with established and updated policies and procedures with minimal supervision.

Help Desk Analyst, Red Alpha, August 2016-September 2019

Assisted customers by troubleshooting and resolving technical problems.

Created new accounts, reset passwords and configured access to servers and file management software for users.

Trained new employees on support processes, procedures and knowledge base.

Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.

Conducted end-user training and provided technical support on hardware, software and network issues.

Investigated technical issues using knowledge base and personal experience to complete timely resolutions.

EDUCATION AND TRAINING

Crest Consulting Group

CERTIFICATIONS

CompTia Security+

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