Customer Service Help Desk

CHARNITIA D. WALKER

***** ********* ***** **********, ******** 48076

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

Customer service focused professional with over fourteen (14+) years plus of office management experience. Strong in supervising and critical thinking skills. As well as paying attention to details. Proficient at Microsoft Office, Web Help Desk, PowerSchool and Laserfiche.

EXPERIENCE

July 2019 – June 2023

Detroit Public School Community District (DPSCD)

Technology Client Care Specialist

Utilize the Cherwell ticketing system to open, track, and document resolutions for tickets.

Answer multiple phonelines and creating tickets regarding information gathered.

Proficient at both PowerSchool and TEAMS

At as first line of contact of technical support and troubleshooting for the district stakeholders, including parents, students, employees, external partners, community and board member via phone, email, in-person contract for technology supported by the district.

Explained technical information in clear terms to non-technical individuals to better understand.

Ability to manage stressful situations appropriately while maintaining professionalism when dealing with a variety of personality types.

Participated in multiple special projects including Goal Line Enrollment, Level Up, and DPSCD Day to name a few.

Fulfill other duties and responsibilities as assigned by the service management team which included on a regular basis assistance with transcripts, collaborating with other departments on a multitude of projects, and any other areas needed.

September 2005 – September 2019

Vision IT

Customer Service Receptionist

Serve as a liaison between customers, parents, students, and all departments in the office.

Greet and direct all guests, customers, employees, and anyone entering the office.

Answer telephones, screen calls, and direct calls to appropriate personnel.

Take messages, schedule appointments, and guide people to the correct areas.

Provided both clerical and administrative support.

Prepared letters and documents for parents.

Ability to manage stressful situations appropriately and manage different types when dealing with various matter.

Any other duties that were needed

EDUCATION

Murray Wright High School – Diploma

Contact this candidate