Customer Service Desk
Resume:
Adrien Peterson ***** Indian Creek Blvd.
Oklahoma City, OK 73120
*.*.************@*****.***
EXPERIENCE
Consumer Cellular, Customer Loyalty Specialist
AUGUST 2023 - PRESENT
Assist customers who are considering disconnected services. Troubleshoot any technical issues with cellular devices. T-MOBILE USA, Service Desk Tech
OCTOBER 2000 - APRIL 2022
Provided first and second-level support for hardware, software, and networking issues.
Answered, evaluated, and prioritized incoming requests for assistance via telephone, email, and in-person.
Conducted initial assessment, triage, research, and resolution for basic incidents and requests.
Communicated progress promptly and escalated issues to appropriate resources when necessary.
Managed Active Directory accounts and RSA token provisioning. Documented resolutions and updated the knowledge base to improve self-help resources.
Assisted with weekly Service Desk reports, providing statistics on call trends and issue resolution times.
Ensured end-user satisfaction by maintaining problem ownership and tracking activities of field engineers.
ATC DRIVETRAIN, Help Desk Technician
SEPTEMBER 2018 - AUGUST 2020
Handled problem recognition, research, isolation, and resolution for routine user problems.
Troubleshoot issues related to operating systems, applications, remote access, email, and wireless devices.
Opened, tracked, and closed trouble tickets, ensuring timely resolution of Objectives
Dedicated and skilled Service
Desk Technician with over 3
years of experience in
customer service, help desk
support, and IT
troubleshooting. Seeking to
leverage my expertise in
problem-solving and
technical support to
contribute to the success of
Maximus TCS in the role of
Service Desk Technician Tier
II.
CERTIFICATIONS
ITIL Foundation Certified
HDI Customer Service
Representative
INTRO TO COMPUTER
TECHNOLOGY
Introduction to Cybersecurity
Tools & Cyberattacks
IBM
SKILLS
Proficiency with Windows 10
operating system
Installation, configuration, and
troubleshooting of computers
issues.
Conducted user interviews to diagnose problems and provided step-by-step troubleshooting procedures.
Provided excellent customer service, maintaining high levels of user satisfaction.
EDUCATION
ANTHIS CAREER CENTER, Ft. Wayne IN. GED
2003
Knowledge of help desk call
tracking management systems
Experience with ServiceNow and
NICE CXone
Strong verbal and written
communication skills
Excellent customer service skills
Contact this candidate