CANDACE BROOKS

Technical Support Specialist Creative Problem Solver A Devoted Team Player

608-***-****

PROFESSIONAL PROFILE

An accomplished and dedicated technical professional with extensive experience at performing a high-level overview of enterprise IT infrastructures and providing detailed solution's assisting in further advancing of business’s needs, translating the IT landscape to achieve key goals. Motivated multi-tasker and resourceful self-starter who thrives in a challenging environment, maintains software, hardware and network proficiency and quickly responds to immediate needs. Demonstrate vast knowledge in design, configuration, administration and troubleshooting of network infrastructure.

adwqvn@r.postjobfree.com

My Contact Address

LinkedIn Profile

AREAS OF EXPERTISE

Hardware & Software Repair

Network Administration

Service Desk Management

Onsite & Remote Technical Support

Continuous Process Improvement

Problem Diagnosis

Preventive Maintenance

Customer Satisfaction & Retention

User Training/Support

Continuous Process Improvement

WORK EXPERIENCE

Service Desk Analyst Jan. 2022 - Apr. 2022

CORE BTS

Communicated professionally and empathically with each customer interaction while serving as the customer’s 1st point of contact.

Ensured client service level agreements (SLAs) are met by researching and escalating cases to higher levels of support.

Promptly addressed tickets, and ensured end-to-end customer satisfaction by collaborating (verbal and written) with engineers on shift.

Consistently achieved 85% high first call resolution on a monthly basis and 90% customer satisfaction rate.

Customer Service Specialist Aug. 2020 - May. 2021

PDS, Madison, WI

Served as the initial point of contact for inbound incidents and service requests from end-users and client IT staff.

Provided high-level 7x24 support regarding issues with business applications, equipment hardware, software and network/internet connectivity.

Actively participated and strictly complied with all SOP, such as the PDS incidents and service requests.

Delivered remote screen sharing support via Skype, Teams, and windows Remote App and Desktop connections.

Created support documentation that empowered and enabled the user community to extend skills, leverage system features, and find resolutions to questions without intervention from the support team.

Help Desk Specialist Jun. 2019 - Aug. 2020

AMERICAN FAMILY, Madison, WI

Expertly responded to telephone calls, chats, tickets, and email requests for level 2 and 3 supports to deliver the highest-quality customer service to end-users.

Installed, configured, tested and maintained computer hardware, software and peripherals according to established guidelines.

Executed various techniques to maintain servers and systems, keeping networks operational during peak periods.

Built user network profiles, reset passwords, unlocked accounts, administered user accounts, email, and phone accounts using Active Directory.

Patient Support Specialist Aug. 2018 - Dec. 2018

EXACT SCIENCES LABORATORIES, Madison, WI

Efficient in placing outbound calls to follow up with patients, providers, and other clients to ensure operational success.

Received escalated calls from patients, providers, or insurance payers related to client accounts providing accurate information.

Cited for excellence in interpersonal skills, teamwork, customer service, flexibility, and reliability.

Customer Repair Tech II Aug. 2016 - Aug. 2017

TDS, Madison, WI

EDUCATION HISTORY

ASSOCIATE IN APPLIED SCIENCE - IT NETWORK SECURITY

Madison Area Technical College, Madison, WI

Jun. 2015

TECHNICAL SKILLS

Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, OneNote), MacOS, VPN, ServiceNow, CISCO, Apple IOS, Chrome IOS, CCNA, Firewall, IDS, Windows Client, Windows Server, Linux Server

CANDACE BROOKS

Technical Support Specialist Creative Problem Solver A Devoted Team Player

PERSONAL SKILLS

Self-Motivated

Go getter

Excellent interpersonal skills

Flexibility

Problem Solving

MEMBERSHIP

Member - Phi-Theta-Kappa

Jan. 2015

REFERENCES

Available upon request

EXPERIENCE continues

Achieved company goal of 100% customer satisfaction through courteous attention to detail and problem solving on a one-to-one basis.

Streamlined the repair processes and updated procedures for support action consistency to ensure customer satisfaction.

Leveraged advanced technical skills in performing advanced software repair on various phones and computers.

Collaborated with people of diverse backgrounds and utilized interpersonal and intercultural communication strengths.

Technical Support Analyst Apr. 2016 - Jun. 2016

SUMMIT CREDIT UNION, Madison, WI

Troubleshot and resolved advanced questions regarding issues with business applications, equipment hardware, software, peripherals and network connectivity.

Successfully patched software and installed new versions to eliminate security problems and protect data.

Achieved business continuity with full responsibility for full data backup, recovery, and system redundancy.

Demonstrate consistent friendly, helpful attitude, empathy and patience while promptly troubleshoot and supporting Microsoft Office 2016 and 0365 installs.

Operations Technician Feb. 2016 - Mar. 2016

CDW, Fitchburg, WI

Utilized technical knowledge in providing remote-hand support for general Data Center facilities issues when needed.

Quickly responded to remote-hand support for requests made by internal support staff to ensure operational efficiency.

Documented, responded, and tracked requests from engineers, project managers, and service account managers.

Network Specialist Oct. 2015 - Nov. 2015

CHARTER COMMUNICATIONS, Madison, WI

Analyzed system services, operating systems, networks, and applications with the intent of discovering security gaps to further protect the firm's assets.

Completed repairs involving software solutions and hardware repairs, ensuring client satisfaction.

Achieved zero cyber security issues by utilizing established processes and tools to focus on incident response, threat identification, analyses, and remediation.

Volunteer Help Desk/Student Help Aug. 2012 - May. 2015

WOLFPACK TECHIES, Madison, WI

Received 100% ratings for timely and proper installation of software, operating systems, and advanced Microsoft technologies.

Supported Teachers, professors, administrative staff with their personal technology.

IT Support Technician Jul 2015

DUNHAM EXPRESS, Madison, WI

Accountable for working with Mobile 6.1 and 6.5 updating software on scanners to ensure business productivity.

Accurately updated or made new passwords for clients on the company’s intranet ensuring strict compliance.

Logged and reviewed tickets to request maintenance to various types of equipment to ensure business operation.

AWARDS & RECOGNITION

Honors Program Nominee Apr. 2015

National Deans Honor Roll (GPA: 3.45) Jan. 2013 - May. 2015

Directors Honor Roll Jan. 2011 - Jan. 2012

Contact this candidate