Customer Service Support

Professional Summary:

Experienced technical and software support professional with a strong foundation in troubleshooting, de-escalating, and successfully solving customer inquiries. Eager to transition into a customer support role where I can leverage my technical expertise and passion for helping others to enhance customer satisfaction and team success.

Core Competencies:

Customer Service: Proven ability to address customer inquiries, resolve issues, and exceed expectations.

Technical Troubleshooting: Proficient in diagnosing and solving software-related challenges.

Communication: Effective communicator with both technical and non-technical stakeholders.

Project Coordination: Detail-oriented and organized, adept at managing tasks and projects.

Professional Experience:

Wipro / Medtronic, Santa Rosa, CA

Computer Systems Engineer 12/2022 – 5/2024

Provided expert technical and installation support to users.

Imaged PCs for new hires and upgrades.

Resolved 85% of ServiceNow support tickets independently.

Supported Windows 10, 11, and Mac systems.

The Way Construction, Atascadero, CA

Web Design 6/2021 - 12/2022

Designed a website for a new construction company.

Bay Area Tech Workers / First Republic Bank, San Francisco, CA

IS Field Services Analyst 7/2021 - 12/2021

Delivered technical solutions through face-to-face interactions.

Managed incidents and service projects.

Provided hardware break/fix and bank software support.

Supported mobile devices, including VPN troubleshooting.

Apex Systems / St. Joseph Hospital / Providence, Santa Rosa, CA

IS Onsite Support 6/2020 - 6/2021

Supported Windows 10, MAC, MS Office 365, Cisco VOIP, MS Teams, Zoom, Android, and iOS.

Managed user accounts using Active Directory.

Prepared locations for network conversion to Epic.

Kaiser Permanente, Vallejo, CA

Desktop Support 2/2020 - 6/2020

Analyzed problems and took corrective action.

Maintained user accounts with Active Directory.

Coordinated moves, adds, and changes to support complex LAN/WAN networks.

Independent Contractor, East Bay, CA

Technical Support and Web Design 11/2014 - 2/2020

Managed multiple customers’ computer-related needs.

Independently troubleshooted and analyzed issues for in-home users.

Conducted repairs, modifications, and upgrades.

Assisted with network connectivity and TCP/IP configurations.

Education:

Information Technology, Heald College, Concord, CA

Certification in Computer Applications and Networking, Coleman College, San Diego, CA

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