Customer Service It Support

Falecia Bristol

Senior IT Support Technician

LinkedIn: www.linkedin.com/in/falecia-bristol-03aa6311a

Email: ***********@*****.***

Cell: 267-***-****

EDUCATION

Bachelor of Science Chestnut Hill College

- Information Technology May 2016

Associates of Arts Community College of Philadelphia

- Science & Technology

- Liberal Arts May 2009

SKILLS - client service, customer service, help desk, cloud, computer applications, data collection, data entry, data management, DNS, hardware and software deployment, information technology, licensing, troubleshooting, vendor management, and technical support, Network Infrastructure, Data Analysis, Technical Writing, and Presentations.

WORK EXPERIENCE

Compudata 2023-2024

Help Desk Analyst

- Acitve Directory

- Managed Service Provider

- Maintained accurate count of licenses under tenants

- Scheduled meetings with tenants for overview of services and their functionality

- Managed Avanan email filtration service

- Managed Barracuda email filtration service

- Purchased licenses for new employees

- Enrolled employees in DUO authenticator

- Managed Onboarding and Offboarding employee accounts

- Setup and deployed computers for new employees

- Managed client serivces in Partner portal

- Troubleshoot software and hardware

- Serviced Windows and Mac operating systems

- Ticketing system AutoTask

- Resolved 10-15 tickets daily

- Provided IT support to 200+ customers

- Created troulbleshooting knowledge base articles

- Managed RingCentral call system

- Daily Troubleshooting in Citrix workspace

Marie’s Mainframe LLC 2019-2023 (self employment)

Company: Lithan Networks 2019-2023

-Senior IT Support Technician

- Updated workflows for software deployment

- Active Directory

- Ticketing system ServiceNow

- Onboarding and Offboarding employees

- Managed Windows and Mac operating systems

- Enrolled employees in MFA verbally and in written communication

- Maintenanced printers

- Troubleshoot software and hardware incicdents

- Managed APs

- Scheduled onsite visits for hardware repairs

- Maintained excellent customer service for over 200 customers

- Daily ticket resolution within SLA agreement

- Daily ticket intake 10-15

- Implement effective practices for customer satisfaction

- Managed licenses for Office products

- Managed screen sharing app Logmein

- Daily troubleshooting of Citrix workspace

- Provided end user support to 200 employees

- Tech support (ConnectWise, Remedy, Service Now)

- Phone system maintenance (iOS, Android, desktop)

- Increased customer’s efficiency by 40%

- Analyzed current systems and recommended updates

- Increased productivity by 58%

- Addressed and resolved 94% of Level III escalations

within 2 hours, increasing customer satisfaction by 75%

Comcast Effectv 2017 – 2019

Level II - IT Support Technician

-Responsible for providing technical support.

- Resolved tickets remotely while educating end users on system operations

- Active Directory used to perform an array of daily tasks.

- Ensured all service-level agreements were met

- Active Directory

- ServiceNow ticketing system

- Maintained accurate count of Microsoft licenses

- Resolved 15-20 tickets daily

- Provided remote support for 120-150 employees

- Maintained excellent SLA resolution on assigned tickets

- Tracked incidents

- Provide insight to division on common issues and resolutions

- Managed Windows and Mac operating systems

University of Pennsylvania 2016 – 2017

- Entry Level Support Technician

- Active Directory

- RDP into machines

- Imaging

- Deskside support

- Software and hardware support

- Desktop Setup

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