Asset Management Help Desk

Deborah Chern

Maricopa, AZ 480-***-**** *******@*****.*** LinkedIn

Summary

Experienced in multiple disciplines, including Help Desk/Deskside support, IT Account Administration, Document Control, IT Asset Management and Mobile Device support. Technical skills and data analysis techniques have been honed.

Education and Certifications

Bachelor of Arts, Business Management – University of Phoenix

Certification in Hardware Asset Management (CHAMP)

Certification in Software Asset Management (CSAM)

A+

Bomgar Remote Access Tool – Beyond Trust

Professional Work Experience

Service Desk Rep II 07/2024-08/2024

HOPCo Phoenix, AZ

oProvided advanced phone support to clinicians and office staff, tackling complex technical challenges with expertise and efficiency.

oServed as a key point of contact for troubleshooting intricate issues related to 0365, Windows operating systems, peripherals such as scanners, keyboards, and printers.

o Employed advanced troubleshooting techniques to diagnose and resolve technical issues promptly and effectively. Analyze root causes and implement comprehensive solutions to prevent recurrence.

o Documented all support interactions and technical issues accurately using the Service Now ticketing system.

o Served as a primary escalation point for Level 1 support representatives, providing guidance, expertise, and assistance with complex technical issues.

o Delivered exceptional customer service experiences by actively listening to users' concerns, offering clear and concise explanations, and following up to ensure complete issue resolution and user satisfaction.

oContributed to the development and maintenance of our internal knowledge base by documenting advanced technical solutions, troubleshooting strategies, and best practices. Continuously updated the knowledge base to ensure accuracy and relevance.

Support Technician 07/2021 – 06/2024

Pulte Group Tempe, AZ

Ensured customer satisfaction by answering calls within two minutes and maintained a 95% FCR rate

Helped users with various issues related to Windows 10/11 and Office 365, including Outlook profile issues, password resets, VPN connection, and slow performance

Troubleshot MS Authenticator for Multi-Factor Authentication issues

Provided support for hardware, software, accounts, commercial and homegrown business applications

Contributed content to knowledge base for team knowledge share and document control

Served as SME for Hardware Asset Management

Tracked calls in Landis, used Cherwell ticketing system, and Beyond Trust for remote end-user support

Took ownership of issues through resolution

Supported Dell laptops and desktops, Microsoft Surfaces, mobile devices, and printers

Worked with cross-functional teams to troubleshoot and resolve issues

Comfortable distilling complex technical concepts to non-IT people

Systems Support Analyst 05/2016 – 07/2021

Wells Fargo Chandler, AZ

Provided outstanding customer service by listening closely to user concerns and issues, then developed solutions for each situation and assisted the user in requesting their preferred solution

Supported Active Directory, Mainframe, Database, Remote Access, and UNIX

Prepared updates and corrections to knowledge base

Trained team members and users on the basics of using mobile devices for work

Utilized Remedy & ServiceNow for ticketing system, including the Asset Management module

Level 2 Desktop Support Technician 01/2016 – 03/2016 (Contract)

Avnet Chandler, AZ

Imaged Dell computers and Surface Pro tablets

Assisted with data migration both in person and remotely

Managed escalations and received Help Desk overflow calls

Utilized ServiceNow for ticketing system and SCCM for software deployment

Configured and troubleshot smartphones and Microsoft Surface tablets

Desktop Support & Help Desk Technician 08/2015 – 11/2015 (Contract)

Real Time Resolutions Phoenix, AZ

Provided Help Desk Levels 1 and 2 customer services

Performed IT Asset Management responsibilities and account provisioning functions

Configured and supported iPhones for enterprise email and presentations

Imaged, set up, and troubleshot desktops, laptops, and virtual machines

Prepared technical documentation

Call Center Specialist 03/2015 – 07/2015

FiServ Phoenix, AZ

Received inbound calls for lost, stolen, and new debit and credit cards

Alerted customer to and reviewed probable fraudulent activity on their cards

Achieved high customer satisfaction scores by de-escalating complaints quickly

Delivered an exceptional level of service to each customer by listening to concerns and answering questions

Workflow Coordinator 04/2014 – 07/2014 (Contract)

RR Donnelley Phoenix, AZ

Managed the ticket queue

Collaborated with clients over the phone and via email

Created, updated, and proofread various types of legal documents

Prepared departmental contracts for attorney approval

IT Asset Manager 08/2003 – 11/2013

Computer Sciences Corporation Maricopa, AZ

Conducted analysis and strategy sessions with team to reduce a 13% level of inaccuracy for data input, down to less than a 1% level of inaccuracy

Trained new team members, prioritized work, and provided coaching

Managed a 7-person IT Asset Management team, provided one-on-one and annual reviews and performance tracking

Completed internal hardware asset audits

Performed data analysis to identify trends

Recommended and implemented solutions for asset refresh and standards consistency

Developed procedural documentation

Resolved conflicts and negotiated agreements between parties to reach win-win solutions and clarify misunderstandings

Input information from customer request into the company's Asset Management system

Recommended mobile device purchases and train users in use of said devices

Volunteer and Community Service

Volunteer in Police Services: 10 years

Community Emergency Response Team: 10 years

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