Desk Agent Customer Service

KATIE CRAKER

*** ********** ** **, ****** Grove, IL 61065

847-***-**** *********@*****.***

OBJECTIVE

Looking for an IT role in a satisfying working environment that helps me to make use of my technical and customer service skills as well as contribute in organizational and personal development. SKILLS

Troubleshoot Service Issues

Set Up Devices

Maintain Systems

Inbound Phone Calls

Special Assignments

Government Regulations

Bug Fixes

Switches and Routers

Technical Communication

Hardware and Software Monitoring

Microsoft Access

Maintenance and Repair

EXPERIENCE

IS Specialist (12/18/19-present) - Corporate America Family Credit Union

Build users in Active Directory and our financial platform as well as add email licenses in O365 and create credentials for other products as needed for job function

Image and upgrade servers and PCs that host various operations and software used by the company. Perform regular maintenance on the systems, including software, OS and firmware updates, with heavy focus on security

Responsible for back-end maintenance and updates to ITMs and troubleshoot as needed

Create new and update procedures as necessary

Perform updates on VDI templates and rebuild collections as needed

Imaged and configured 150 laptops for users to work remotely during the pandemic

Manage laptops, iPads and iPhones in Intune

Assist with modifying group policy requirements when needed

Add and remove devices from switches from satellite offices and update the configuration file 2

Open and close switch ports for our marketing department when requested

Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.

Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Responsible for training new staff

Proficiency communicating with non-technical staff Help Desk Agent (2/25/19-12/14/19) – Aldi

Answer incoming calls to support stores

Troubleshoot over the phone, register equipment including displays and debit terminals, thin clients and all-in-one printers

Troubleshoot in store server including viewing event logs and checking services, router and UPS for functionality and work with store in the event of a power outage or other connectivity issue

Create a ticket for every call and follow up on open tickets and equipment orders, also escalate tickets as necessary

Go through emails to follow up on vendor work orders, update tickets with completed orders and escalate emails as needed.

IS Technician (11/14/16-2/22/19) - Corporate America Family Credit Union

Answer incoming calls to assist end users

Troubleshoot and repair issues with printers, phones, thin clients, PCs and scanners

Unlock users through Active Directory and lending platform

Assist in creating and completing tickets as an individual and part of a team as well as complete follow ups and escalation as needed

Perform daily credit union processes including processing ACH transactions and payrolls

Monitor incoming emails for notifications from users and system notifications

Configure thin clients for new users

Upload and download daily files through FTP

Run back up tapes for daily, weekly and monthly processes

Contact vendors to schedule maintenance or assist in troubleshooting

Maintain inventory of hardware to ensure IP, SN, MAC address match device inventory list

Assist in software disaster recovery process

Add and update procedures.

3

EDUCATION

Rasmussen College (online) (January 2020-March 2022) Bachelor’s Degree – Cyber Security

Magna cum laude graduate

Dean’s List

Rasmussen College (online) (July 2016-December 2017) Associate of Applied Science - Information Technology Management - Network Security with Honors

Ashford University (online) (July, 2009-January 2011)

High School Diploma Larkin High School June 2002- National Honor Society member

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