Desk Technician Customer Service

Najji Mayberry

IT Technician

Contact

Cell Phone: 623-***-****

Email: ******@***.***

Professional Summary

Highly motivated Tier 2 IT Help Desk Technician with over 2 years of experience in delivering exceptional customer service and resolving complex technical issues. Strong troubleshooting skills and a solid technical background in diagnosing and resolving problems on Mac and Windows devices. Committed to ensuring customer satisfaction while maintaining quality standards.

Key Skills

Hardware and software

troubleshooting

Windows and Mac OS

Network troubleshooting

Remote desktop support

Customer service

Communication

Experience

JANUARY 2022 - CURRENT

Tier 2 Help Desk Technician Uhaul

• Deliver Tier 2 technical support to office staff by efficiently diagnosing, troubleshooting, and resolving complex issues on both Mac and Windows devices.

• Collaborate with fellow Service Desk Technicians to ensure seamless completion of essential tasks and promote a cohesive team environment.

• Conduct thorough audits of past tickets to uphold quality assurance standards and identify areas for improvement.

• Develop and refine Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs) to enhance

operational efficiency and knowledge sharing among team members.

• Perform system checks and execute regular maintenance on Warehouse Management System (WMS) applications, ensuring optimal performance and minimizing potential disruptions.

• Continuously seek opportunities for process optimization and enhancements, actively contributing to the

Company's growth and success.

SEPTEMBER 2020 - JANUARY 2022

Help Desk Technician Cabiness Janitorial Services

• Managed a Ticketing Queue Timely and Efficiently.

• Demonstrated expertise in troubleshooting and resolving escalated technical problems, ensuring minimal disruption to operations.

• Exceeded quality assurance and customer satisfaction objectives consistently.

• Organized work efficiently to meet demanding production goals, complete detailed job reports, and maintain accurate service call logs.

• Conducted thorough tests of components and systems to evaluate performance and identify potential concerns.

• Meticulously tracked all parts and devices used on each service call to ensure accurate inventory management. OCTOBER 2015 - AUGUST 2020

Area Manager Cabiness Janitorial Services

• Assisted in daily work requirements and effectively facilitated communication between headquarters and assigned markets.

• Reviewed previous jobs visited by technicians, ensuring work was performed according to company standards.

• Conducted follow-ups with owners to ensure complete satisfaction with the services provided.

• Actively participated in special assignments, demonstrating adaptability and versatility.

• Ensured the company's professional image by consistently monitoring the appearance of technicians, vehicles, and field service assistants.

• Observed and documented adherence to company

standards during job site visits, implementing corrective actions when necessary.

• Provided continuous feedback and maintained a high level of professional, courteous customer service. References

Available upon request.

Contact this candidate