LATISHA HALEY **** Mueller blvd apt **** Austin, TX 78723 210-***-**** advw25@r.postjobfree.com

Seasoned IT professional with 4 plus years of HelpDesk and Business Analyst experience looking for opportunities to expand in the IT field.

Well versed professional, with a rare skill set combining Sales, Inventory Management, Customer Service / Customer Complaint Resolution and computer software and hardware troubleshooting.

Skills Summary

Project Management:

Process Development

Soft Skills

Strong organizational and time management skills

Excellent communication and interpersonal skills

Proficient in Microsoft Office and Outlook

Conflict Resolution

Excellent Customer Service

Team building

Well versed in active directory

Create knowledge base

Professional Experience:

EOS Contractor- Indeed Austin, TX, July 2022-January 2023

●Respond to users via Virtual service desk, email, slack and web tickets

●Aided users in a desktop support role by troubleshooting Mac hardware issues,windows and linux issues.

●Escalates cases to tier2 and tier 3 if unable to provide a resolution or requires a higher level of assistance

●Configured VPN issues on Mac os,windows and linux users by connecting them with duo and Global protect.

●Added users to Active directory groups and LDAP groups via adminweb.

●Troubleshoot G -Suite issues via bettercloud and google groups.

HEB, San Antonio, TX June 2019- July 2022

● respond to users via phone, email, web tickets and teams chat

● configured manual vpn connections with windows, Mac OS, android and Iphone users by connecting them with the Duo and RSA software.

● aided customers in a desktop support role by troubleshooting printer connection issues, hardware and software issues with printers, laptops, macbooks, iphone/ipad

● worked with team leads to ensure proper first call resolutions

● performed troubleshooting steps for email issues by recreating Outlook profiles

●Escalated cases to tier 2 or tier 3 if unable to provide a first call resolution or requires a higher level of assistance.

●Performed new store set up by adding store printers in mainframe

●Follow up with customers to insure issues are resolved

●Communicated with other team members using microsoft teams and microsoft outlook

●Managed help desk tickets in a timely manner.

●Created a knowledge base using microsoft word to share with the team for troubleshooting steps provided by tier 2.

●Install and make changes to computer software and hardware.

Bexar County Information Technology, San Antonio, TX December 2018-June 2019 temporary position

● respond to customer issues via phone and servicenow tickets

● configured Virtual desktops in a vmware environment

● aided in resets to users virtual PC’s using VMWARE Viewer

● aided caller in password resets for windows

● reset base passwords from the mocha application

● performed troubleshooting in deactivating/activating printers in mainframe

●performed troubleshooting steps to reset CHRIS passwords

● performed troubleshooting steps to reset INovoah passwords

H-E-B, New Braunfels, TX June 2018- Current

● cashier

● bagger

Central Market, Plano, TX Dec 2017- June 2018

● Cashier

FEDEX Office Print & Ship Center, Roanoke, TX Jan 2017- Nov 2018

● Center Consultant

● Cashier

● Shipping Consultant

● Consult customers about large and grand format printing

● Awarded the Beacon Award for Outstanding service

H-E-B, Bulverde, TX Feb 2012–Aug 2016

● Cashier

● assisted the bakery department by selling bakery products

● New hire trainer

McDonalds, San Antonio, TX June 2009 - Feb 2012

● Cashier for front counter and drive thru

● Order taker for front counter and drive thru

● General food handler / present food at window

● Make drinks and smoothies

● General cleaning

Education

Claudia Taylor Johnson High School, San Antonio, TX

San Antonio College

University of Texas at Arlington Transfer Student

University of North Texas Transfer Student BS Information Science with a concentration in Knowledge and Project Management

College Graduate

Contact this candidate