Customer Service Desktop Support

Professional Summary

●Well-rounded IT professional with a strong background in customer service and experience in several industries including Oil & Gas, Retail, and Financial Services

●Knowledgeable in PC deployment, Hardware/Software troubleshooting, and Inventory Management

●Experienced in handling irate customers and unexpected issues

●Proficient user of MS Office and ticketing systems such as BMC Remedy and Service Now

●Strong verbal and written communication abilities which compliment keen analytical and problem-solving skills

Professional Experience

ExxonMobil, Houston, TX 11/2018 - Present

Load Technician (Contract)

●Manage/Monitor queue for incoming requests (Work Orders / Tasks) in BMC Remedy

●Receive requests for multiple types of loads, specifications, and configurations

●Maintaining level of imaged inventory

●Work with engineering team to test new versions of images, to report issues, and troubleshoot issues for faster resolution

●Assist with mandatory scheduled reconciliation of capital and predefined expense inventory

●Complete quality control on new builds

BP, Houston, TX 05/2018 – 11/2018

Hardware Move Technician/Desktop Support Specialist (Contract)

●Load and image Windows 7/10 Operating Systems to Computers/Laptops based on clients

●Proactively resolve customer problems through ticketing systems BMC Remedy and Service Now

●Track company-wide inventory of Dell/HP computer equipment and peripheral for office and remote based associates

●Diagnose and resolve hardware and software problems, referring more complex networking problems to network administrators or IT managers

●Perform physical inventory and asset tagging of computer equipment throughout our facility and organizations

●Responsible for disconnecting and reconnecting all hardware and peripherals upon move to new site

●Perform preventative and regular maintenance on computer systems and networks to ensure that they work optimally

Windstream, Houston, TX 03/2018 – 05/2018

Inventory Specialist (Contract)

●Resolved inventory discrepancies, problem orders and intercompany transfer issues for IT equipment such as servers and internet cards

●Helped implement new system and transfer inventory

●Reported, monitored, and reviewed daily inventory adjustments and changes

●Conducted training of personnel on inventory control procedures and policy

Best Buy, Houston, TX 10/2017 – 02/2018

POS Technician (Contract)

●Programmed POS Software for different businesses

●Trained staff to utilize all functions of software

●Provided on call technical support and trouble shooting

●Troubleshot, diagnosed and repaired hardware and software

●Documented, prioritize and follow up on all support tickets

Aon Hewitt, The Woodlands, TX

07/2016 – 04/2017

Customer Service Representative

●Monitored client operations dashboard measures to proactively identify impacts; identifies, plans, and manages process improvement projects to create year-over-year efficiencies in operations

●Reported system defects to upper management via defect submission process and collaborated with teams to implement improvements and changes

●Evaluated employee’s technical issues, through client specific ticketing tool, with thorough comprehension and guidance

●Reviewed and completed tickets through Peoplesoft software

Wells Fargo, The Woodlands, TX 09/2013 – 02/2016

Personal Banker

●Prepared and maintained documentation for all accounts utilizing advanced banking software and hardware

●Assisted clients with opening and closing accounts as wells as originating loans for both consumer and business

●Dealt with daily customer concerns, assisting in resolutions satisfying to both client and management

●Extracted, compiled and tracked sales data, and analyzed data to generate reports

Education

Lone Star Montgomery College, The Woodlands, TX

Some coursework completed

Klein Collins High School, Spring, TX

Diploma

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