Help Desk Technical Support

Amber Nicole Pratt

Phoenix, AZ ***** 623-***-**** ***********.*****@*****.***

PROFESSIONAL SUMMARY

Dedicated Help Desk Technician with 2 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

SKILLS

Network Infrastructure Monitoring

Connectivity Software

Computer Hardware Knowledge

Reading Technical Manuals

Service Schedule Coordination

Remote System Analysis

Troubleshooting Network Issues

Support Ticket System Management

Tracking and Documentation

Development Documentation

Help Desk Support

Hardware and Software Repair

Defect Analysis and Resolution

Microsoft Windows and Office

Technical Support Triage

Software Evaluation

Organizational Skills

System Performance Assessment

Microsoft Active Directory

User Support and Troubleshooting

VPN Configurations

Resolving Problems and Incidents

Collaborative Team Player

Issue and Resolution Tracking

Account Administration

Hardware Components

Analytical and Methodical

Component Replacements

Computer Diagnostic Software

Closing Tickets

Hardware Evaluation

Remote Technical Support

Microsoft ASP.NET

Video Conferencing

Service Desk Team Management

Voice and Data Service Migration

Friendly and Patient

Employee Computer Support

Incoming Call Management

Software Release and Rollout

Creative Issue Resolution

Adobe Creative Cloud

Auditing Service Requests

Device Installation

Online Chat Support

LAN and WAN Assessment

Workforce Planning

Customer Communication and Empathy

WORK HISTORY

HELP DESK TECHNICIAN 04/2021 to 05/2022

Carvana Tempe, AZ

Configured hardware, devices and software to set up work stations for employees.

Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

Explained technical information in clear terms to non-technical individuals to promote better understanding.

Installed, modified and repaired software and hardware to resolve technical issues.

Performed tests of functionality, security and performance of different workstations and devices.

Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Patched software and installed new versions to eliminate security problems and protect data.

HELP DESK TECHNICIAN 02/2020 to 04/2021

State Farm Tempe, AZ

Take inbound calls in regard to State Farm's Drive Safe and Save discount program, assisting callers in general questions and technical issues on both customer and company sides

Maintain performance metrics of total calls taken, average handle time, after call work along others

Utilize dual screen systems along with several programs such as Salesforce Customer Relationship Manger, Hewlett Packard Service manager, etc.

Configured hardware, devices and software to set up work stations for employees.

Installed, modified and repaired software and hardware to resolve technical issues.

Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

Provided Tier 1 IT support to non-technical internal users through desk side support services.

Performed tests of functionality, security and performance of different workstations and devices.

Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Provided on-call support for critical Type issues related to System and Software.

TECH COACH 06/2014 to 04/2015

Asurion, Verizon

Tech Coach

Provided customers with premiere support solutions for their wireless devices

Assisted with activating devices, troubleshooting network connections, setting up new devices with appropriate accounts for each operating system

Connecting computers, Bluetooth devices, routers, printers, cars, etc

To their wireless devices

Maintained the company's level up performance metrics, which include employee rep resolve, quality assurance, first call resolutions and call resolution times all while provided premiere customer service.

CUSTOMER SERVICE/ TECH SUPPORT 07/2012 to 11/2013

Dish Network

Job duties included taking inbound calls with customers concerning billing, finding resolutions as well as problem solving and de-escalating customers, providing advanced technical support, building accounts, taking and managing orders all while providing excellent customer service.

EDUCATION

Estrella High school

Studied general education and various liberal arts: extra-curricular activities included softball and dance. Member of the National Honor Society and presented with the president's award for outstanding academic excellence.

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