Customer Service It Support

LETICIA HENRY

Hartford, CT 860-***-**** ************@***.*** linkedin.com/in/leticiahenry

Recent graduate of an intensive IT program focused on developing skills in technical support resulting in obtaining the Google IT Support Professional certificate. 10+ years of experience in customer-facing roles have led to developed skills in communication, customer service, and client management. RELEVANT SKILLS

Microsoft Office 365 • Technical Support & Troubleshooting • Ticketing System User Training & Support • Operating Systems Installation • Software Installation & Configuration Relationship Building • Writing • Problem-Solving

EDUCATION

Merit America 12/2021

Google IT Support Professional Certificate

● Skill development includes troubleshooting, customer service, networking, operating systems, systems administration, and security — all the fundamentals of IT support that are critical for success in the workplace; aligns with the objectives covered by the newly updated CompTIA A+ certification Additional Skill Development

● Completed hands-on coursework covering Microsoft 365, Excel, Windows 10, ServiceNow ticketing system, fundamental cloud concepts, and PC maintenance and performance PROFESSIONAL EXPERIENCE

Learner Associate Merit America, Remote 4/2020 - Present

● Troubleshooted and resolved IT problems in Qwiklabs system that developed strong competence in tech concepts

● Advised and provided feedback as small group peer for topics in information technology and professional development that successfully supported program completion

● Documented learnings and studied skills-based information technology subjects areas for implementation Became full-time trainee after cashiering due to COVID which required me to become stay-at-home caregiver for high-risk family members.

Cashier Save-A-Lot, Hartford, CT 07/2011-03/2020

● Answered multi-line telephone in a professional manner and interacted with customers face-to-face.

● Trained new team members on POS system operation, customer service strategies and sales goals.

● Helped customers, complete purchases, locate items, promote loyalty satisfaction and sales numbers.

● Consistently praised by management for accuracy, speed and customer service.

● Maintained clean and orderly checkout areas.

● Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies. Customer Service Associate Sears, Manchester, CT 08/2007-02/2009

● Resolved customer inquiries and assisted in purchases with expert knowledge of the product.

● Maintained merchandising, store appearance by organizing product racks and shelves.

● Performed timely transactions, handling cash, credit and other types of purchases.

● Identify and capitalize on opportunities for initiating store credit card applications.

● Maintained current knowledge of store promotions and highlighted sales to customers.

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