Desktop Support Call Center
Resume:
Crystal Roberson
Somerset, New Jersey
adwr2m@r.postjobfree.com
Helpdesk Specialist
IT professional with experience working with helpdesk teams.
AREAS OF EXPERTISE
Expert at Helpdesk Support, team building, training, education and instruction, managing deadlines, understanding and articulating priorities, corporate curriculum creation and delivering results.
Excellent communicator and professional educator with the high business acumen and the innate ability to manage multiple concurrent projects.
PROFICIENCIES
Technical:
Level 2 support for Azure User Accounts, Microsoft Office 365 Suite, Windows 10, 7, Pulse Secure, RingCentral Softphone, Service Now, VoIP, TEAMVIEWER, VPN
Core:
Education, Training, Team Building, Project Management, Client Services, Process Improvements, Cross-Team Collaboration, Quality Standards, Relationship Building, Training.
Professional Experience
Robert Half
Helpdesk/ Desktop Support (1/2021-Present
Supervised Agents in a Call Center.
Coached Agents for Quality Assurance.
Resolved access for end-users (Wired connectivity issues on TalkDesk, Ring Central & Genesys)
Assisted Agents with Phone Etiquette & Customer Experience (including Foreign Language)
Office 365 (Outlook & Teams)
Conducted Meetings with Agents to resolve Tech issues as well as hone their Customer Service skills
Net Micro Systems
Helpdesk / Desktop Support (9/2016 – Present)
Level 2 Helpdesk Support for Remote Users
Troubleshoot remote access issues for end-users (Wi-Fi/Wired connectivity issues)
Office 365 basic Administration (user account unlocks, password resets, etc.)
Create & Manage Service Now tickets and escalations
Resolve VPN client-side connectivity issues
User Remote Access tools such as: Quick Assist, TeamViewer, etc.,
Call Agent CRM application orientation and training
New Brunswick Board of Education
Science Teacher (September 1999 – November 2019)
Taught Science & Technology to General Education students Grades 6-8.
Used G-Suite for the past few years in concert with in-class, infused Digital Learning.
Taught Science and Social Studies to gifted population of Grades 6-8.
Instrumental in the implementation of Science and Technology in School district.
Utilized behavior modification and modeling in a high need urban district.
Education
Seton Hall University – Graduate School of Education (September 2004)
NJ Supervisor Certification
NJ Principal Certification of Eligibility
Rutgers University – Graduate School of Education (graduated May 1994)
M.Ed., Early Childhood Education
NJ Teacher Certification
Rutgers University – Rutgers College, New Brunswick, NJ (graduated May 1992)
B.A. English, Minor Psychology
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