Jauhara I Starling

*** ****** ******, ********* *.Y 14611

Cell: 585-***-****/Email: ady6fg@r.postjobfree.com

Objective: Skilled Customer Service/Technical Support Representative committed to addressing customer concerns with speed, accuracy, and professionalism.

Authorized to work in the US for any employer

Highlights

High customer service standards

Negotiation competency

Conflict resolution proficiency

Troubleshooting skills

Strong problem-solving ability

Service solutions expert

Types 70-80 wpm

Proficient in customer account software

Proficient in Microsoft Word, Excel, and PowerPoint

Experience:

“IT” Associate Professional Infrastructure

Sutherland Global

November 2020-Current

Analyze workflow access, information, and security requirements.

Install, configure, and test PC’s, server hardware, software, LAN and WAN networks.

Define system and operational policies and procedures.

Maintain, analyze, troubleshoot, repair, deploy, pack and ship computer peripherals and various mobile devices that run on Android, Apple, and Microsoft OS.

Provides one on one technical assistance to onsite/ and remote employees.

Reset PWDS, delegate permissions, separate users, and computers, create OU for security groups as well as servers, manage group policies etc. via Active Directory.

Familiarity with imaging desktops and laptop systems, SCCM, GPO, and different network tools.

IT Support Technician II

CES "Fujifilm" - Rochester, NY

December 2019 to October 2020

Provided Technical and Mechanical Troubleshooting

Installed required modifications and engineering changes to ensure that the equipment is within specifications and to increase customer productivity

Work closely with and develop strong business relationships with the customer and client personnel

Conduct informal operator training as needed to improve machine performance

Complete all required reporting procedures related to the maintenance and repair of the equipment

Maintain strong communication channels with scheduling team, parts team and phone support team to ensure complete customer happiness relative to service delivery and machine performance

Lead and/or participate in team calls, communicating technical information to improve operations and overall efficiency.

IT Help Desk Agent “Temporary”

University of Rochester - Rochester, NY

October 2018 to February 2019

Responsible for relieving the volume with the PARCC initiative at FF Thompson.

Assisted with everyday navigation of eRecord, STAR, basic My chart issues, etc.

Assisted individuals within the medical field with resetting passwords

Applied prior knowledge of w7 enterprise into day-to-day troubleshooting

Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures

Responsible for remotely resolving issues, within the HEAT ticketing system.

Unisys, Rochester, NY

Technical Support – IT Help Desk Agent

04/2015 – 11/2017

Responsible for providing the first line of post-sales telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees.

Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.

Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.

Escalates complex problems to the Remote Support Engineering staff or Field Engineering.

Typically provides technical support for internal and external customers.

Escalates complex problems to higher level of expertise within organization.

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