Customer Service Desktop Support

Professional Summary

I have ** years’ experience in IT. From software to internet applications to hardware installation. Realizing I had a passion for IT, I was able to successfully graduate with my Associates degree. I strive to be successful in IT and continue to expand my knowledge within the IT field. My Technical Skills Includes Microsoft Windows (95, XP, Vista, 7, 8,10) Wi-Fi/LAN Networks Routers Internet Applications Mac Operating Systems Email Applications

Professional Experience

University of New Mexico Hospital 11/2019-03/2020 Albuquerque, Nm

Provided PC workstation support to the computer user population. Assume responsibility for the installation and correction of hardware and software problems at the end-user level.

Ensured adherence to Hospital and Departmental Policies and Procedures. No patient care

Revised and maintained established policies and procedures, compensation programs, pay codes, union contracts, objectives, and quality assurance program

Responsible for the installation and implementation of PC and Workstation systems

Assisted PC Workstation users with hardware/software and network problems

Responsible for assisting in the implementation of the client-side of PC Client/Server applications

Prepared documentation for computer programs modified

TekSystems Desktop Support 06/2019 –08/2019 Santa Fe, Nm (CONTRACT)

Diagnosed and resolved technical hardware-software issues

Research using available information resources

Advised users on actions taken

Created an exceptional customer service experience by bringing polished communications, patience and empathy to the customer.

Spiceworks ticket system

VPN Support

iPhone and Android Support

Outlook/Webmail/Office 365

Active Directory on Server 2012

Windows 10

Pixe reimaging

Veritude Enterprise Specialist 01/2019- 04/2019 Albuquerque, Nm (CONTRACT)

Diagnosed and resolved technical hardware-software issues

Researched using available information resources

Advised users on actions taken

Document interactions in the appropriate ticketing tool Identify and escalate situations requiring urgent attention

Tracked and routed incidents and requests to appropriate groups and documented resolutions

Informed Tech works management of recurring problems Remained current with system information, changes and updates

Service Now ticket system

Troubleshoot NCC and Polycom Phone system

Printer support local and network printer setup and Troubleshooting

Password Resets- windows and application/ Single Sign

Virtual Machine Support –VMWARE

Supported Windows 7/10 Enterprise

iPhone and Android Support

Unity BPO Desktop Technician 08/2017-03/2018 Albuquerque, NM

Created an exceptional customer service experience by bringing polished communications, patience and empathy to the customer.

Resolved in-depth technical P.C. software and hardware problems by utilizing logical problem solving skills and referencing documented processes and procedures.

Provided trouble shooting assistance to clinicians, doctors, nurses and other caregivers and ensure their inquiries are resolved effectively.

Effectively used remote assistant tools, including knowledge base, to diagnose customer issues to resolved within target time limits

Appropriately document all required information into the ticketing system.

Proactively identify opportunities to improve the environment and culture.

Effectively escalate unresolved tickets to the appropriate team to ensure that the customer issue gets resolved.

Used Active Directory to Reset End users Passwords Including Single sign on,

Poly-Com Phone support

Supported Windows 7/10 Enterprise

Performed and completed preventative maintenance and independently troubleshoot and repaired kiosks onsite and remotely via ticket system

Monitored daily kiosk performance reports

Managed and maintained all kiosk parts, repair tools, merchandising product, and equipment

Provided quality customer service through regular interaction and communication with coworkers, external customers, external contractors, store owners, and managers and employees

Secured all Redbox merchandise and ensures kiosks are properly locked

Performed specialized projects as assigned

Supported Regional Operations Supervisor (ROS) with administrative responsibilities

Setup, Configure, add/delete Gmail as third party mail client for dispatch emails mobile and pc platforms

Redbox Automated Retail, LLC Field Operations 03/2017 -08/2017 Albuquerque, NM

Performed and completed preventative maintenance and independently troubleshoot and repaired kiosks onsite and remotely via ticket system

Monitored daily kiosk performance reports

Managed and maintained all kiosk parts, repair tools, merchandising product, and equipment

Provided quality customer service through regular interaction and communication with coworkers, external customers, external contractors, store owners, and managers and employees

Secured all Redbox merchandise and ensures kiosks are properly locked

Performed specialized projects as assigned

Supported Regional Operations Supervisor (ROS) with administrative responsibilities

Setup, Configure, add/delete Gmail as third party mail client for dispatch emails mobile and pc platforms

Canon CITS Technical Support 05/2014-12/2016 Albuquerque, NM

Provided technical support via telephone and written communication

Exercised judgement within defined procedures and policies to determine appropriate action with customer

Entered call information into call tracking database

Assisted in testing and evaluating current and new products

Performed special projects as assigned

Assisted co-workers with poly-com setup for incoming calls

Peoplesoft/console ticket system

Supported Windows/MAC OS

Skills

Printer support Customer Service

Scanner Software

Microsoft Office/365 Hardware

Apple Windows 95-10

Windows Migration Windows Remote Software

Group Policy Objects Leadership

Active Directory Encryption

Customer Service Service Now

Spice Works VMware

Education

New Mexico State University 2017-2019 Albuquerque, NM

Bachelor’s Degree in Business Administration Information Systems

ITT Technical Institute 2014 Albuquerque, NM

Associates Degree in Network Systems Administration

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