Customer Service It Support

Objective

To obtain a challenging position in an organization which will provide an atmosphere for personal and professional growth and the opportunity to excel in a team environment.

Education

Western Governors University Anticipated 11/2023

Bachelor of Science

Cybersecurity and Information Assurance

University of Nevada, Las Vegas 01/1996 – 08/1998

Bachelor of Arts

Graduated with a 3.4 GPA

Lambda Pi Eta Honor Society

Major in Communications and minor in Management Information Systems

Laredo Community College, Laredo, TX 06/1986 – 08/1989

Associates Degree

University of Texas, Austin, TX

Earned 101 credits toward a Bachelor Of Arts in Communications 09/1985 -01/1990

Experience

ACSPI Samsung Austin Semiconductor, Austin, TX 11/2019 – PRESENT

Systems IOC

Helpdesk ticket tracking software

Excellent problem-solving, communication and interpersonal skills

Serve as initial point of contact for telephone and email inquires for internal applications

Logging, categorizing and actioning all incoming ticket activity in the help desk application

Follow up on any outstanding issues with customers regarding status and closure of incidents/requests

Manage user updates, password resets

Troubleshoot and resolve all tickets/issues that deal with internal applications

Escalate tickets/issues to second level support teams

IT support for both semiconductor fabrication plants

Monitor all of the servers and production moves/if issues report to second level support teams

Samsung SD IT Services America, Inc., Austin, TX 05/2011 – 10/2019

Systems IOC

Helpdesk ticket tracking software

Excellent problem-solving, communication and interpersonal skills

Serve as initial point of contact for telephone and email inquires for internal applications

Logging, categorizing and actioning all incoming ticket activity in the help desk application

Follow up on any outstanding issues with customers regarding status and closure of incidents/requests

Manage user updates, password resets

Troubleshoot and resolve all tickets/issues that deal with internal applications

Escalate tickets/issues to second level support teams

IT support for both semiconductor fabrication plants

Monitor all of the servers and production moves/if issues report to second level support teams

Certifications:

ITIL Foundation Certificate in IT Service Management

Skills

I would be an outstanding asset to your team. I’m very detail oriented and an extremely hard worker. I possess great communication and organizational skills. Also, I adapt well to change and work well under minimal supervision.

Contact this candidate