Support Representative Desk Technician
Resume:
ELIDA LEPPER
***********@*****.***
Skills
Conflict management and resolution. Time management and patience with external customer issues. Diligence. Ability to multitask and prioritize effectively. Independent and collaborator. Problem solving. Windows 2000, XP, 7, 8 and 10 Microsoft Office Suite, Limited Mac OS
Experience
Help Desk Technician NTT Data
07/2021 – 02/2023 Pueblo, Colorado (Remote)
● Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and supply information of a non-technical nature.
● Utilizes mechanized systems to start and complete service orders and manage customer requests.
● Research required information using available resources. Finds and escalates priority issues and complaints. Follow up customer calls where necessary.
● Troubleshooting Windows issues
● Microsoft Office 365 troubleshooting
● Active directory management
● Service Now experience for Incident documentation
● Remote Desktop support via Zoom/Teams/LogMeIn
● User Software troubleshooting
● Virtual Desktop experience
● Multi Factor Authentication setup and troubleshooting
● ITIL knowledge
● Helped answer questions on Medicaid/Medicare applications
● Aided with updating information on applications and existing medical coverage for Massachusetts residents.
● Directed calls needing added help to the proper department or alternative insurance provider. Sprint Communications Chat Technical Support Representative 11/2016 - 08/2017 Oklahoma City, Oklahoma
● Managed inbound troubleshooting calls to help resolve issues like unable to make/receive calls, or swapping out phone number’s/devices, to activate new accounts/lines.
● Moved to helping with starting a new chat department and dealt with multiple customer chats to analyze issues with wireless equipment, software applications, and network performance to find the root cause and deliver an impressive solution. While following policy and procedures to exceed in meeting all company goals. ADT Security Systems Technical Support Representative 01/2015 - 04/2016 Aurora, Colorado
● Aided field technicians with accurately entering account information for new customers
● Also updated account information for existing customers making changes or upgrades to their services, including answering questions for customers relating to their services.
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