Customer Service Data Entry
Resume:
Francesca Tucker
Summary:
Cashier,Help Desk Support Technician proficient in Troubleshooting, Remedy and Service Now Ticketing System, Remote user support, Trouble through SharePoint, Windows 7-11, Microsoft Office 365, Citrix, Ghost Imaging/Reimaging, Dispatching, Support Apple and MAC OS Systems,Hardware Configurations, Software Installs, Problem Diagnosis, Phone & Online Support and Troubleshooting, Preventive Maintenance, User Training/Support, Customer Service, Z-Scaler-VPN, SharePoint Services, and MS Teams, Google Meet, Zoom Specialist, Windows Remote, Bomgar, operating systems and applications. SCCM experience. Extensive end-user training experience. Customer service support.
Technical Skills:
Customer service handling cash resolving customers issues and complaints Ticketing Systems- Service Now and Remedy, SAP, Data Entry, Support Mobile Applications, IOS or Android experience, Cashier and Customer Support and setup AV -Polycom Meeting for Conferences, Microsoft Office Suite, SharePoint Site Administration, Jira, Google Doc Administration, Active Directory, VMWare Remote user support, Trouble through SharePoint, Windows 7-11, Microsoft Office 365 Azure and Intune Active Directory, LMS
Technical & Diagnostic Skills
Cashier, handling cash and balance, customer service experience
Created and assigned tickets in Remedy, ServiceNow.
Remote user Support,
SharePoint troubleshooting
Utilized Remedy, Belize ticketing system to document and track issues.
Utilized Active Directory to manage and administer User Accounts, Groups, and devices.
Configured Windows XP, Windows 7, and Windows 10, 11 and Microsoft 365 Operating systems on equipment for clients. Azure and Intune,Mac and Apple IOS
Move and set up workstations with computers and necessary peripheral devices
Tested and recorded data on voting equipment.
Followed test scripts and recorded data accurately and efficiently.
Set up Audio Video Conference meetings utilizing Microsoft Teams.
Configured office space and installed equipment for new employees.
Sorted and planned curriculum organized and labeled election materials and equipment.
Conducted equipment inventory and replaced with new equipment when deemed necessary.
Created tickets, troubleshot laptops, desktops, printers, and reimaged devices for all clients in the plant.
Assessed, designed, and conceptualized training scenarios, approaches, objectives, and program objectives.
Configured network settings on customer sites and client equipment.
Completed virus removal on infected company equipment using Symantec Anti-virus and other virus removal applications.
Troubleshot Network Outages and hardware/software problems and data closet equipment including routers, switches and hubs, and UPS. Setup Audio Visual Conference Rooms and Meetings
Microsoft Teams, Zoom, Google Meet to set up meeting for clients and other team members
Troubleshot HP and Xerox printers. Ordered equipment and replacement parts.
Customer Service Skills
Data Entry, answer phone calls, provided emergency on-call support 24/7.
Served as a Roamer on Election Day over ten voting centers to ensure smooth operations.
Provided classroom & e-Learning training, and supervision of equipment used by election Judges and workers.
Provided technical support to over 1,000 offices located throughout the DMV area, and Corporate Offices centrally located throughout the U.S.
Front line customers support one on one help guiding and resolve their issues at there location
Analyzed, troubleshot, and fixed issues with non-technical users over the phone.
Supported users logging in remotely via Citrix and Cisco VPN and Bomgar and Windows 10 Remote Desktop Connection, Implemented solutions to Tier II and Tier III issues.
Supported users logging in remotely via Citrix and Cisco VPN.
Troubleshot and assisted customers face-to-face and remotely to resolve issues.
Provided escalation of Tier III issues to various groups throughout the IT department.
Traveled to various sites throughout the DMV area to fix issues on-site and installed new equipment.
Assisted clients with resolving hardware and software issues about Dell and Lenovo desktops, Laptops, Notebooks, and HP printers.
Responded to users' calls, e-mails, or other contacts to the Help Desk and resolved users' issues/problems.
Provided follow-up status to end-users and support partners in accordance with specified support policies and procedures.
Professional Work Experience:
ShoppersFoodWarehouse October 2022- September 2023
Cashier
Customer service experience
Handling cash and balance receipts
Pitney Bowes - Stamford, CT 100% Remote Jan 2023 – August 2023
Help Desk Technician
Created tickets, Pitney Bowes Send pro C meters Utilized Remedy, Ice, Service Now and Footprints ticketing system to document and track issues.
Analyzed, troubleshoot, and fixed issues with non-technical and technical users over the phone.
Remote support to users Supported users logging in remotely via ZScaler Citrix and Cisco VPN and Bomgar and Windows Remote Desktop
Manage daily ticket queues and schedules to ensure all assigned tickets are resolved.
Troubleshoot Network Outages and hardware/software problems and data closet equipment including routers, switches and hubs, and UPS
Use computer applications including Google Gmail, MS Windows Operating System and MS Office Suite, Google Suite.
Responded to users' calls, e-mails, or other contacts to the Help Desk and resolved users' issues/problems.
Provided follow-up status to end-users and support partners in accordance with specified support policies and procedures.
Alexandria Public Schools - Alexandria, VA Jan 2022- Sep 2022
Support Technician
Created tickets, troubleshot laptops, desktops, printers, and reimaged devices for all clients in the plant.
Utilized Remedy, Ice, Service Now and Footprints ticketing system to document and track issues.
Analyzed, troubleshot, and fixed issues with non-technical users over the phone.
Remote support to users Supported users logging in remotely via Citrix and Cisco VPN and Bomgar and Windows Remote Desktop
Utilized Active Directory to manage and administer User Accounts, Groups, and devices.
Created new images, and home users’ computers utilizing Ghost Version 11.
Configured Windows XP, Windows 7, and Windows 10, Microsoft Office 365, systems on equipment for clients.
Configured network settings on customer sites and client equipment.
Completed virus removal on infected company equipment using Symantec Anti-virus and other virus removal applications.
Troubleshot Network Outages and hardware/software problems and data closet equipment including routers, switches and hubs, and UPS.
Upgrade, deploy new equipment to all users
Install and repair, troubleshoot all printers
SCCM experience
Analyzed, troubleshot, and fixed issues with non-technical users over the phone
IDC Technologies, Hyattsville, MD Feb 2021 - Nov 2021
Help Desk Support Technician
Provided technical support to over 1,000 offices located throughout the DMV area, and Corporate Offices centrally located throughout the U.S.
Analyzed, troubleshot, and fixed issues with non-technical users over the phone.
Supported users logging in remotely via Citrix and Cisco VPN and Bomgar.
Troubleshot HP and Xerox printers.
Set up 100 or more Workstations set up a week includes Chromebooks, laptops, desktops, monitors and keyboard and wireless accessories 100 images a day or 250 images a week.
Windows 10 imaging windows Azure, USB, server, and cd. Followed test scripts and recorded data accurately and efficiently.
Performed Outlook to Gmail (via Google Apps), and Gmail to Outlook 365 email migrations.
Conducted equipment inventory and replaced with new equipment when deemed necessary.
Created tickets, troubleshot laptops, desktops, printers, and reimaged devices for all clients in the plant.
Assessed, designed, and conceptualized training scenarios, approaches, objectives, and program objectives.
Utilized Remedy, ServiceNow and Footprints ticketing system to document and track issues.
Utilized Active Directory to manage and administer User Accounts, Groups, and devices.
Created new images for banking centers, and home users’ computers utilizing Ghost Version 11.
Configured Windows XP, Windows 7, and Windows 10 Operating systems on equipment for clients.
Configured network settings on customer sites and client equipment.
Completed virus removal on infected company equipment using Symantec Anti-virus and other virus removal applications.
Troubleshot Network Outages and hardware/software problems and data closet equipment including routers, switches and hubs, and UPS.
Active Directory and reset user password and accounts.
United States Census Bureau, United States Jan 2020 - Dec 2020
Support Technician
Implemented solutions to Tier II and Tier III issues.
Supported users logging in remotely via Citrix and Cisco VPN.
Troubleshot and assisted customers face-to-face and remotely to resolve issues.
Set up 100 or more Workstations set up a week includes Chromebooks, laptops, desktops, monitors and keyboard and wireless accessories.
Attend project status meetings, adjust the schedules based on any information from this meeting and provide accurate schedule information to upper management.
Windows 10 imaging windows Azure, USB, server, and cd. Followed test scripts and recorded data accurately and efficiently.
Provided escalation of Tier III issues to various groups throughout the IT department.
Traveled to various sites throughout the DMV area to fix issues on-site and installed new equipment.
Assisted clients with resolving hardware and software issues about Dell and Lenovo desktops, Laptops, Notebooks, and HP printers.
Responded to users' calls, e-mails, or other contacts to the Help Desk and resolved users' issues/problems.
Provided follow-up status to end-users and support partners in accordance with specified support policies and procedures.
Support user Remotely by Windows Remote and Bomgard
Baltimore County Government, Baltimore, MD Mar 2019 - Oct 2019
Help Desk Analyst
Created and assigned tickets in Remedy. and Service Now, Active directory, Remote support
Provide support to over 300 offices located throughout the DMV area, and 20 corporates offices.
Analyze, troubleshoot, and fix issues with non-technical / technical users over the phone.
Hewlett Packard, Columbia, MD Jan 2012 - Jan 2018
Help Desk Analyst/Escalation Support
Supported users logging in remotely via Citrix and Cisco VPN.
Troubleshot and assisted customers face-to-face and remotely to resolve issues.
Set up 200 or more Workstations set up a week includes Chromebooks, laptops, desktops, monitors and keyboard and wireless accessories 100 images a day or 500 images a week.
Windows 10 imaging windows Azure, USB, server, and cd. Followed test scripts and recorded data accurately and efficiently.
Provided escalation of Tier III issues to various groups throughout the IT department.
Traveled to various sites throughout the DMV area to fix issues on-site and installed new equipment.
Assisted clients with resolving hardware and software issues about Dell and Lenovo desktops, Laptops, Notebooks, and HP printers.
Responded to users' calls, e-mails, or other contacts to the Help Desk and resolved users' issues/problems.
Provided follow-up status to end-users and support partners in accordance with specified support policies and procedures.
World Bank (Ciber), United States Jan 2007 - Jan 2011
Desktop Support Analyst
Created and assigned tickets in Remedy & Ordered equipment and replacement parts.
Tested and recorded data on voting equipment, followed test scripts and recorded data accurately and efficiently.
Set up Video Conference meetings utilizing Microsoft Teams, Configured office space and installed equipment for new employees. Sorted and planned curriculum organized and labeled election materials and equipment.
Monitor the progress of the schedule through constant meetings with the project team members on their task.
Conducted equipment inventory and replaced with new equipment when deemed necessary.
Created tickets, troubleshot laptops, desktops, printers, and reimaged devices for all clients in the plant.
Assessed, designed, and conceptualized training scenarios, approaches, objectives, and program objectives.
Utilized Remedy, Ice, and Footprints ticketing system to document and track issues.
Utilized Active Directory to manage and administer User Accounts, Groups, and devices.
Created new images for banking centers, and home users’ computers utilizing Ghost Version 11.
Configured Windows XP, Windows 7, and Windows 10 Operating systems on equipment.
Education:
High School Diploma from Williamson High School Mobile, AL
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