Customer Service Support Specialist
Resume:
Contact information
Dallas, TX *****, Dallas, ***10
************@*****.***
Skills
Technical Troubleshooting
Application Installations
Leadership
Ability to Multitask
Software Evaluation
Remote System Analysis
Customer Service
Databases
Support Ticket System Management
Microsoft Active Directory
Service Restoration
Configuring Devices
Data Connectivity
Bug Fixes
Employee Computer Support
Hardware Evaluation
Hardware Repair
Computer System Diagnostics
Software Application Packaging
Data Processing
Incident Response
Image Building
Computer Hardware Knowledge
Connectivity Software
VPN Configurations
Printers and Peripherals Support
Professional summary
Experienced System Support Specialist with 5 years of experience in managing information, technical concerns, and providing team member support. Highly self-motivated and adaptable, with a strong ability to solve problems and think critically. Skilled in building relationships and delivering efficient solutions. Looking to leverage technical expertise and excellent communication skills to contribute to the success of a technology-focused organization. Employment history
End User Support Technician
GuideIT, Hybrid — May, 2023 - Present
Explained technical information in clear terms to promote better understanding for non-technical users.
Provided basic end-user troubleshooting and desktop support. Configured hardware and granted system permissions to new employees. Documented support interactions for future reference. Rolled out software updates and applied server patches to thwart threats from penetrating networks.
Monitored systems in operation and quickly troubleshot errors. Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks. Installed, modified, and repaired software and hardware to resolve technical issues. Provided on-call support for critical issues related to O365.
Provided Tier 1 IT support to non-technical internal users through desk side support services. Configured hardware, devices, and software to set up work stations for employees.
Suggested software and hardware modifications to reduce lag time and improve overall speed. Assisted with updating technical support best practices for use by team.
Work with software such as Active Directory, Five9, O365, Azure, Cherwell, Teams, Webex, Mitel, Momentum, CMBD and etc. Providing exceptional customer service and support to end users, resolving technical issues in a timely manner to ensure minimal disruption to productivity.
Proactively identify and resolve hardware and software issues to minimize downtime and improve productivity for end-users. Deyja Wallace
System Support Specialist
End-Users Reading Comprehension
Closing Tickets
Fixing Malfunctions
Creative Issue Resolution
Client Relationships
Computer Configurations
Help Desk Support
Organizational Skills
Analytical and Methodical
Resolve Technical Problems
Microsoft Windows and Office
Diagnose Faults
Troubleshooting Network Issues
Technical Documentation
CISCO Installations
Problem Simulation
Switches and Routers
Hardware Inventories
Team Support
Diagnosis and Troubleshooting
Links
System Support Specialist
Dallas College, Dallas, TX — Nov, 2022 - Present
Responsible for system support and technical assistance Install, configure and upgrade operating systems and software, following policies and procedures of the district and organization Monitors the system, sets up automated alerts, and performance notifications to proactively address problems
Responsible for creating and maintaining user accounts and information
Confirms program objectives and specifications by testing new programs, comparing programs with established standards and making modifications
Maintains professional and technical knowledge of best practices through professional development activities
Work closely with other members of support and system groups to support efforts such as the analysis, design, planning of hardware and technical software
May be required to troubleshoot, and to install or repair any software problems or replace malfunctioning hardware
Collaborates with end users to determine issue(s) and ensure problem(s) are resolved in a timely manner
Train end users in access, security, use and customization of programs and software May prepare or evaluate training materials and manuals
Follow protocols when escalating unresolved issues Backup data files and information to prevent loss during system upgrades and equipment replacement procedures
Must have excellent listening, oral and written communications skills in order to communicate effectively with a diverse array of stakeholders and constituents within the Dallas College network Provides excellent customer service Completes required Dallas College Professional Development training hours per academic year Performs other duties as assigned.
Monitored hardware, software and peripheral performance against organizational expectations.
Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients. Maintained documentation and resources regarding problem resolution for reference in future instances.
Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
Provided faculty and staff with security software and network configuration support Set up hardware and software in optimal QA Analyst
7-Eleven, Irving, Texas — Sep, 2019 - May, 2023
Performed quality assurance testing on software applications Collaborated with development team to identify and resolve software defects
Developed and executed test cases to ensure software functionality Documented and reported software bugs and issues
Participated in software release activities
Worked in the Information Technology market at 7-Eleven Education
Associate of Applied Science: Personal Computer Support Brookhaven College, Dallas, TX — Aug, 2020 - May, 2022 Scholarship Recipient 3.5 GPA cum laude graduate Worked with HTML, CSS, Javascript to create websites.
High School Diploma: Graphic Design
Skyline High School, Dallas, TX
Honoree of Honors Honor Roll All Semester 2011-2015 Awarded National Honors Society Completed AP course in Math, English, History, and Science. 3.5 GPA Ranked in Top 20% of class Extracurricular Activities: Concert and Marching Band. cum laude graduate
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