Technical Support Specialist

Rosabel Nolasco

949-***-****) **********@******.*** Coppell, TX

Skills

●Ticketing Systems: ServiceNow

●Operating Systems: Windows 10

●Productivity Tools: Office 365 (Outlook, Word, Excel, PowerPoint, Teams)

●Communication: Effective verbal and written communication, active listening

●Problem-Solving: Troubleshooting, conflict resolution, adaptability

Professional Experience

Altice USA, IT Support Specialist

Nov 2023 - May 2024

●Provided Level 1 technical support via ServiceNow, addressing escalated issues including MFA, Azure, Active Directory, and password resets.

●Documented troubleshooting procedures and solutions in ServiceNow, enhancing the knowledge base for future issue resolution.

●Participated in on-call rotation for after-hours support, ensuring minimal disruption to business operations.

●Implemented and supported MFA solutions, diagnosed and resolved issues related to Office 365 applications (Outlook, Word, Excel, PowerPoint, Teams).

HCL, Senior Technical Specialist

Oct 2022 - Nov 2023

●Offering frontline technical support for insurance company employees, resolving software, hardware, and network connectivity issues.

●Demonstrated expertise in troubleshooting mainframe systems, ensuring uninterrupted critical business processes.

●Managed user accounts and access permissions on mainframe systems, adhering to security policies and protocols.

PHP Agency, Front Office Assistant

Mar 2022 - Sep 2022

●Managed front desk operations, fostering a professional and welcoming environment.

●Coordinated office supplies inventory and liaised with vendors for timely delivery.

●Assisted in organizing company events and meetings, handling logistics such as venue bookings, catering, and audiovisual setup.

Manpower, Document Processor

Oct 2021 - Feb 2022

●Processed documents efficiently, ensuring accuracy and adherence to company standards.

●Demonstrated proficiency in proofreading and formatting, maintaining high-quality documentation.

●Collaborated with team members to meet deadlines and streamline document workflow processes.

Virtual Service Operations, Virtual Service Customer Service Representative

Sep 2020 - Sep 2021

●Provided assistance as a PUA Business Analyst, resolving complex eligibility issues for Unemployment Insurance benefits.

●Utilized Verizon InContact Softphone call center manager for efficient handling of incoming calls.

●Developed training materials and reference documentation, utilizing VMWare Horizon Client, RSA SecureID, and Slack for remote environment connectivity and team communication.

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