Customer Service Technical Support

Tonya Gallardo

**** ******** ***, *********, ** *4109

Cell: 216-***-****

*****.***********@*****.***

Objective

To secure a challenging position as a Police Data Entry Clerk that utilizes my knowledge and experience in the field of Customer Service and REDSS.

Qualifications

Articulate, personable, energetic troubleshooter with more than a decade of

experience providing customer service and technical support to internal and

external clients.

Act as first point of contact for all county employees, state agencies,clients,and vendors to provide resolution and troubleshooting for all technical problems.

Provide exceptional customer service and technical support, escalating issues as needed.

Prepare work order and maintain log of all Help Desk requests.

CRIS/REDSS application support

Technical Support Desk experience Internal and External clients.

Strong collaborative skills, Problem resolution skills, Troubleshooting, Problem Analysis & Resolution

Reset password in Active Directory for county employees, Reset passwords in MyHr county payroll system, Reset passwords in Outlook email for county employees.

Toshiba printer setup and troubleshooting.

Support Skills

Skills Experience Total Years Last Used

Helpdesk Support Advanced 6 Today

TrackIt! Problem Tracking System Advanced 3 Today

Problem Resolution / Escalation Advanced 6 Today

Microsoft Office (Word, Excel) Intermediate 15 Today

Well-developed Communication Skills Advanced 6 Today

Work History

Cuyahoga County Cleveland, Ohio

REDSS Support (TWL)

December 2013 to Present

Provided Application Support for the REDSS Network, Reset passwords for REDSS, SAP, HR, Escalate problems to Developers or Engineers as appropriate, Communicate problems and resolutions to team members, document problems and resolutions in Ticketing software (TrackIt!)

Communications Help Desk Representative

October 2011 – December 2013

Responsible for answering the County information line and directing callers to the appropriate department or resource, prepared County phone bills for payment processing.

CRIS Support Technician(Now REDDS)

March 2008 – October 2011

Provided application support for the CRIS network, reset password, escalated problems to Developers or Engineers as appropriate, documented problems and resolutions for sharing with team members.

Computer Operator Trainee

September 2004 – March 2008

Responsible for Mainframe Operations, scheduling jobs, printing reports, Unit Record work including trimming, bursting, sealing checks, reports and packing them for shipment to the appropriate agency.

Help Desk Representative

January 2002 – September 2004

Provided Phone Support, problem resolution / escalation as needed for the CRIS network and for Agencies of the County.

Certifications

LEADS Certified May 2014

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