Help Desk Call Center
Resume:
Niya T Watson
IT Help Desk
****.******@************.*** • Sacramento, CA
Qualifications
Summary
Accomplished and highly dedicated professional with extensive experience providing technical assistance to customers in a fast paced environment. Proven expertise in identifying, isolating, and resolving technical problems; installing and updating software/hardware; upgrading and repairing PCs, Servers, Desktops, and Apple Laptops; and configuring network devices, such as firewalls and routers along with network printers.
Highly skilled in performing in-depth troubleshooting to diagnose issues with software, operating systems, user logins, printers, and network/system access.
Instrumental in at explaining complex technical processes and concepts to customers and non-technical staff in an understandable manner.
Proficient in Microsoft Office, Windows XP, Vista, 7, 8, and 10, IOS, Android, Norton Ghost, Microsoft Outlook, Mac Mail, and Microsoft Entourage.
Possesses strong communication, organizational, analytical, problem-solving, and relationship building skills.
Network/System Configuration
Hardware/Software Installation
Mobile Device Management
Mac Os and iOS Systems
Call Center Operations Management
System/Network Administration
Technical Troubleshooting/Issue Resolution
IT Procurement Management
IT Inventory & Tracking
Technical Service/Support
Radiansys Sacramento, California
TSC support agent: PGE 10/2022- 04/2024
Provide Tech support via phone
Provides client desktop support.
Provide support for Mac devices.
Correlate multiple customer issues identified with alarms / alerts received to eliminate duplication of events.
Create/Assign incident tickets and work orders based on priority, impact and complexity to the appropriate fix agents
Robert Half Sacramento, California
Call center agent : ProUnlimited 11/2021-09/2022
Provide Tech support via phone
Provide support for OKTA, MAC & WAND
Provide support for Mac devices
Account creations
Help resolve payroll issues
TEKSYSTEM Huntsville, Alabama
Helpdesk remote support agent: Intergraph 05/2020 -09/ 2021
Left to move back to California
Provide Tech support via phone
Fix issues by remoting in
Install map printers
VERTISYSTEM Tony, Alabama
Field Tech, Client: Facebook 03/2019-03/2020
Configured, setup, and maintained Microsoft Outlook and MobileIron along with several software on Mac Laptops, iPhone/Android, and Tablets.
Accessed documented procedures tools and manuals to provide support on iOS and Mac device.
Integrated tracking and monitoring system to support computer functions and provide detailed reports on performance.
Oversaw and maintained IT procurement and IT inventory on a regular basis.
Barrister
Technical Support/break fix 03/2011 to 01/2019
Handling high volume of technical support for Apple for Iphones, Ipods, Ipads, and occasionally Mac Computers.
Configured and supported for PC and Mac desktops, laptops, tablets and phones.
Communicated with repair teams to identify and resolve problems on time, while efficiently performing onsite warranty work.
Setup and configure a vast array of email clients such as Microsoft Outlook, Windows Live Mail, Thunderbird and Mac Mail.
Played an integral role as on-call professional for help desk by providing PC maintenance on call.
Installed and updated hardware, software and applications on Mac and PC devices.
Effectively managed computer systems, networks, and software to ensure a superior customer experience.
Provide Tech support via phone
THE PLUS GROUP San Ramon, California
Call Center Agent, Client: ATT 03/2009 to 11/2010
Installed and configured Microsoft Outlook, Mac Mail, and Microsoft Entourage on PCs and Laptops.
Provided technical support to customers by setting up and maintaining DSL accounts.
Performed variety of tasks, such as troubleshooting DSL and connectivity issues, setting up customers Wi-Fi and routers.
Assisted with customers for firewalls and advanced configurations, while providing phone support.
WEST VALLEY STAFFING Santa Clara, California
VOIP TECH, Client: 8X8 11/2007 to 09/2009
Communicated with customers to set up firewalls and routers in accordance with requirements.
Assisted with customers to configure network and set up the PBX.
Provided phone support by identifying and resolving queries on time, while assisting level-I techs.
Education
Associate in Applied Science (AAS) in Computer Information Science, Heald College, Milpitas,California
Associate in Applied Science (AAS in Networking Technology, Heald College, Milpitas,California
Professional
A+ Certified (IBM Laptop & Desktop Certified in Hardware/Software
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