STEPHANIE PORSENNA

201-***-**** ad3dvj@r.postjobfree.com

SUMMARY

Highly-motivated technical support employee with a strong desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

SKILLS

Supporting Computer hardware

Supporting Hard disk arrays

live chat

email support

55 wmp typing speed

Supporting Computer software

Problem Solving

Interpersonal Skills

Zendesk and other CRM software

Help Desk Support

Customer Service Support

Electronic components

Automated control wiring

Engineering principles

Problem-solving

Critical thinking and evaluation

Hardware maintenance

EXPERIENCE

10/2019 to 11/2023

Technical Support Specialist (Remote)

ServiceNow NextGen

Worked with vendors to troubleshoot and resolve issues.

Delivered support for reported problems with desktop computers, laptops, peripherals, and mobile devices.

Installed and configured desktop computer hardware, software and peripherals using standard procedures.

Assisted individuals who had problems with computer hardware, software, or networks by asking them to describe the problem and walked customers through potential solutions.

Kept track of pending and completed computer help-desk requests

Answered inbound phone calls, emails and live chats that were escalated to the tech department

03/2017 to 07/2019

Internal Technical Support Representative

Maximus

Assisted agents with various types of technical issues via phone, email, and live chat

Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.

Used remote login tools to assist employees with technical and product questions.

Assisted customer in understanding products, components and systems using technical demonstration.

Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.

02/2017 to 07/2019

Help Desk Support Technician

Marley Spoon

Assisted customers with instructional support and product troubleshooting.

Supported customers with password resets and account customization.

Resolved Level 1 technical issues with software, hardware and peripherals.

Documented issues in bug tracking system for reporting.

Recorded complaints, product deficiencies, returned orders and other customer documentation in system.

EDUCATION AND TRAINING

IT Support

Per Scholas, Newark, NJ

Received recognition in “Learner Spotlight” for professionalism through collaboration, competence, and courage.

1 of 600 Per Scholas learners to complete the IT Support program.

Certified in CompTIA A+ and Google IT Support Professional.

Core Values Committee: Information Manger: ensured the success of the committee in an invigorating and collaborative environment.

demonstrated and collaborate with a team of 5 members in an invigorating and collaborative environment.

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