Customer Service It Support

EXPERIENCE

DECEMBER ****—PRESENT

IT SUPPORT ANALYST – SERVICE DESK (REMOTE), NELNET

I answered inbound calls, emails, and chats from internal Nelnet employees regarding their business applications, processes, and equipment. I worked with my colleagues on the Service Desk and other resolver teams to ensure resolution of issues presented.

OCTOBER 2019—JANUARY 2020

TIER I REMOTE ENGINEER, BIZCO TECHNOLOGIES

I was part of a team that supported our clients by troubleshooting technical issues over the phone and by handling hardware issues in-office.

JULY 2019—SEPTEMBER 2019

IT SUPPORT ANALYST – SERVICE DESK, TEKSYSTEMS / NELNET I answered inbound calls, emails, and chats from internal Nelnet employees regarding their business applications, processes, and equipment. I worked with my colleagues on the Service Desk and other resolver teams to ensure resolution of issues presented.

NOVEMBER 2018 – MAY 2019

SERVICE DESK AGENT, AMIGA INFORMATICS / MPHASIS / BANK OF THE WEST In a very short time, I set the standard for customer service in the IT department. My ticket documentation and people skills set me apart as a Service Desk Agent that made calling IT “like a 15-minute spa treatment”. I was honored with several Stars daily from happy end users along with consistent 100% CSATs. OCTOBER 2012 – MARCH 2018

SENIOR CLIENT TECH SUPPORT ASSOCIATE, DELL SERVICES / NTT DATA I provided 1-1.5 level technical support for over 10 client accounts via phone, email, and chat, including healthcare and global manufacturing companies in a call center environment. I received many awards for my superior and consistent customer service metrics, including the Dell Champion award in FY2014. EDUCATION

JULY 2019

AAS IN IT, PURDUE UNIVERSITY GLOBAL

I have been on the Dean's List and President's list six terms, and I hold a 3.6 GPA. I have implemented database solutions in Access and SQL Server. I have installed multiple Windows versions on Virtual Machines, and I have completed several Networking labs in which a network was implemented and maintained. SKILLS

Fluent in both English and Spanish.

Project Manager and main laborer on my sister's van home build in 2017.

Written several training documents and assisted in training program implementations.

Built my first PC when I was 16 and I am currently working on my A+ and ITIL certifications. ISAURA LEDO

**********@*****.*** · linkedin.com/in/isauraledo

I am an experienced and technically proficient IT Support Specialist / Customer Service Advocate. I easily build rapport with customers to efficiently troubleshoot and support a wide variety of both technical and non- technical issues to ensure maximum uptime of business technologies and timely resolution of problems and inquiries.

I am highly skilled in Interpersonal Communications, Technical Writing, Conflict Resolution, Troubleshooting and Supporting PC, Virtual Machine, and mobile platforms.

I have developed a Customer Service practice that is based on active listening, positive teamwork, and kindness that enables me to find common ground in any interaction so that I may be of efficient and effective service.

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