Customer Service Desk Technician
Resume:
Stone Mountain, Ga. *****
Email: ******.***@*****.***
Cell 678-***-****
Nilsa E. Lee
OBJECTIVE:
Obtaining a supporting position within a company where my current abilities and experience will be a valuable asset and will be further refined allowing room for growth and advancement. SKILLS:
● Fluent in Spanish and English, written and verbal
● Knowledgeable with computer software such as Word, Excel, Microsoft Outlook, Lotus notes, Experience with Oracle 11 and 12 ticketing system, Zendesk
● Proven leadership skills, adaptable and resourceful, Successfully trained multiple colleagues
● Work well individually or within groups with little or no supervision, self motivated, and organized.
● Successfully completed Comptia A+ 801 testing.
WORK EXPERIENCE:
Innover Digital 10/2022-Currently Technical Support
● Provide technical support to end users regarding a large spectrum of devices via telephone.
● Directed end users and technicians to appropriate departments for best assistance.
● Authorize technician visit after identifying problem
● Educated customer in proper maintenance and usage of devices Qmatic Corporation 02/2018-12/2022 Helpdesk Support Tech
● Thorough knowledge of Zendesk and Superoffice
● Answered calls and emails provided technical assistance to clients and support personnel via facetime, IM, chat, email, phone call.
● Assisted in training team members in introduction of new hardware and office processes
● Coordinated and processed the dispatching field technicians
● Familiarity with VPN and Cisco connections
● Thorough knowledge of Windows-based software components
● Basic understanding of SQL server and/or Oracle
Ricoh Americas Corporation 06/2007-12/2022 Help Desk Technician
● Provided technical support via Telephone, Email, and Live chat option to consumers and technicians alike
● Answered calls, prioritized each issue, and dispatched to appropriate personnel as needed
● Provided troubleshooting assistance with applications and supported machinery
● Assisted in training team members in introduction of new hardware and office processes
● Coordinated delivery of machinery on a emergency basis specific to client needs
● Educated customer in proper maintenance and usage of machinery for specific functions TEK Systems/Verizon 09/2006-06/2007 Help Desk Coordinator
● Generated daily reports to accurately record and update status of work orders.
● Answered calls, processed, and dispatched tickets to appropriate resource.
● Promptly and accurately responded and translated customer and technicians telephone or email inquiries in Spanish and English.
● Provided troubleshooting assistance with software and hardware issues Enfotrust Inc. 06/2006-11/2006 Help Desk Technician
● Answered calls for technical support from users of our equipment.
● Troubleshoot software issues, hardware issues, perform rebuild of unit.
● Generated reports for analyzing call statistics.
● Assisted with users via email in Spanish and English written and verbal. Apex Systems Inc/Verizon 10/2004-10/2005 Help Desk Support
● Generated daily reports to accurately record and update status of work orders.
● Answered calls, processed, and dispatched tickets to appropriate resource.
● Promptly and accurately responded and translated customer and technicians telephone or email inquiries in Spanish and English.
EZ Communications Inc. 08/2004-08/2004 Customer Service
● Answered inbound customer inquiries calls.
● Processed customer requests in order to activate service.
● Handled customer account payments to ensure proper processing and documentation. Randstad/Lecstar Comm Inc. 02/2001 - 07/2004 Customer Service
● Wrote and edited scripts in Spanish and English verifying accuracy in information being provided to customers.
● Obtained team lead position where I was directly influencing the training and development to a minimum of 25 personnel.
● Also, acquired business team lead position in order to implement structure to a growing field of interest.
● Generated daily reports to assist with measuring CSR productivity and accuracy.
● Handled escalated customer calls.
● Processed customer orders and assured delivery of service within satisfactory timeframe. Randstad/Atlanta Gas Light 11/2000 - 02/2001 Customer Service
● Answered customer service and 3rd party verification calls.
● Processed service order requests.
● Delivered precise and imperative information regarding 911 gas leak calls.
● Handled customer service and retention issues.
**REFERENCES AVAILABLE UPON REQUEST**
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