help desk/call center rep

Makeda Boyd

**** **** ** **, ********** D.C. ****9 • 202-***-**** • adua1r@r.postjobfree.com

Experience

University of Maryland Global Campus(UMGC) Largo, MD

Technical Support Specialist- Tier 1 August 2018 - present

Primary technical point-of-contact for all students, faculty & staff. Verify Users and create tickets in Salesforce, enter monitor and update all support tickets in ticketing system to track progress and resolution of customer issues in a timely manner, Support the development of knowledge base articles (kb) for use by tier 1, 2, 3.

Respond to emails and chats for customers seeking help, Remotely access workstations, servers, and other equipment, as well as supporting end users via Bomgar.

Walk customers through problem solving processes, Escalate tickets to tier 2 & 3 when necessary, Reset Passwords with Azure Active Directory, create FAQ and “How to” knowledge base articles for users.

Implement various IT projects including Mac and Windows operating systems, cloud services, network printers, wireless solutions and networking equipment.

Create user accounts and configure hardware for all new hires, Ensure adherence to Group IT policies at all times..

Marriott International, Inc Gaithersburg, MD

Helpdesk Analyst February2016– July 2018

Responsible for supervisory remote support providing service desk in multiple systems threw tickets assigned to the Help Desk using Service Now portal, including creating, updating, escalating, tracking, auditing, reporting, resolution, problem triage, end user-authorized closure, and troubleshooting on incidents, work orders, and problem tickets trouble shooting related inbound calls from firm employees and management.

Provided excellent customer service for all internal employees that called in to Technical Support Call Center, provided support for Skype for Business as well as teleconferencing, monitors and web cams on end users desks.

Provide daily Tier 1 support to our worldwide hotels, Triage Tier 2 support as required, provided problem resolution and enhanced end user support services using remote configuration and remote administration tools and processes threw Service Now.

Build profiles threw our systems, Add/modify tax Create EID profiles for associates, Remote revenue management worldwide Participate in user acceptance testing related to resolved defects and new functionality Build/modify rate programs for .com department.

Lash Group Rockville, MD

Helpdesk Data entry Intern - Insurance Verification Specialist August 2014- January 2015

Responsible for verifying patient insurance coverages to ensure necessary procedures was covered by a individual’s provider, Resolved deficiencies and secured payers information through multiple outbound calls to insurance companies and/or payers, researched and resolved a daily spreadsheet of enrollment or billing issues due to lack of information or incorrect information.

update patient benefit information in system, verify existing information is accurate, contact practices to complete enrollment and/or update insurance information.

Worked on accounts based on the expected daily quota and quality standards in order to close the month timely.

Towne Place Suites by Marriott Hanover, MD Clinton, MD

The Courtyard by Marriott Springfield, VA

Front Desk Guest Services Representative February 2009– March 2013

Education

Surrattsville High School Clinton, MD

High School Diploma- Class of 2010 August 2006-June 2010

Allegany Community College of MD Cumberland, MD

General Studies August 2010-June 2012

Year Up / Northern Virginia Community College Arlington, VA

Information Technology Training- Class of 2016 January 2014 – January 2015

Internship – Lash Group: Helpdesk Data entry August 2014- January 2015

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