Customer Service Technician
Resume:
Vonda Scherer
************@*****.***
PROFESSIONAL WORK SUMMARY
Experienced Helpdesk technician proficient in efficiently assisting users to correct problems with computer systems, mobile devices and peripheral equipment. Skilled at working collaboratively or alone to investigate and fix problems.
EDUCATION
University of Texas at Dallas, Richardson; May, 1998
Bachelor of Interdisciplinary Studies in Management & Social Science
Richland College, Dallas; May, 1992
Associates of Arts
PROFESSIONAL WORK EXPERIENCE
The Richards Group, Dallas, Texas July 2005 - May 2020
Help Desk Support Technician
Managed and supported helpdesk support line as primary support liaison.
Triaged calls, created and serviced trouble tickets, troubleshoot and solve the issue or assign to tier 1 and 2 incidents for both MAC and PC environments.
Add/delete/modify users, reset password on request or expired as apart managing domain accounts within active directory.
Assigned and managed Wireless card hotspots for employees working in the field.
Managed inventory logs for equipment checked to employees.
Maintained inventory of IT supplies on a weekly basis.
Assisted users Active Directory credentials and account lockouts.
Created meetings for her team and serviced multiple video meeting platforms.
Supported projects Software Upgrades to Duo and Workday. Helped with the initial switch over to Workday, installed workday app on phones and tablets.
Provided product installation, preventative maintenance and on-site/off-site support for employees.
Reimaged both MAC and PC devices for deployments and preparation for equipment retirement.
Provide written and verbal information for use by the Helpdesk Department Staff, customers and computer system regarding services provided, documenting in ticketing tool.
Troubleshot laptops, desktops, network resource access, printers, Office 365, Outlook and other applications.
Worked with Group Policies, User rights and permission, asset information, disabling and enabling accounts using active directory.
Affirmative Insurance, Addison, Texas May 1996 - June 2005
Help Desk Support Technician
Produced monthly reports
Changed out backup tapes
Set up new desktop systems and configured laptops for incoming employees with required software and server permission
Provided local and remote tier 1 support for company personnel.
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