Customer Support Help Desk

KB

KAPINGA BANZA

adyaua@r.postjobfree.com 856-***-**** Lawrenceville, GA 30046

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Interpersonal Skills

Service Schedule Coordination

Attention to Detail

Troubleshooting Network Issues

Computer Diagnostics

Hardware and Software Repair

System Performance Assessment

Error Detection

Defect Analysis and Resolution

Microsoft Windows and Office

Equipment Inspection

Vendor Relations

User Training

Desktop Partitioning Software

LinderGren Crist And Leffler Dallas, Tx

Help Desk Technician Tier 1

09/2022 - Current

Assisted customers with various types of technical issues via email, live chat and telephone.

Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.

Created new accounts, reset passwords and configured access to servers and file management software for users.

Set up equipment for employee use, performing or properly installing cables, operating systems or software.

Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support. Supervised and directed workers engaged in installation of data communication equipment and software.

Maintained audit trail and statistical records of problems and conditions reported by client.

Cenlar FSB Philadelphia, PA

Help Desk Analyst Tier 1

09/2010 - 09/2022

Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support. Opened service tickets for clients, documenting user information and description of problem.

Referred major hardware or software problems or defective products to vendors or technicians for service.

Answered user inquiries to resolve computer software or hardware operation problems.

Determined product deficiencies by reviewing various aspects such as safety, effectiveness and appearance.

Supported customers with password resets and account customization. Deseert IT Solutions Philadelphia, PA Supported customers having data connectivity issues, assisting with Summary

Skills

Experience

Help Desk Analyst

06/2009 - 09/2010

troubleshooting steps and rebooting of hardware.

Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.

Created new accounts, reset passwords and configured access to servers and file management software for users.

Managed user profiles, security access and shared file structures. Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis. Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.

Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support. Maintained records, logs and lifecycle documentation of work requests. Rowan University Glassboro, NJ

Associate of Science in Engineering Technology

06/2007

Pleasantville High School Pleasantville, NJ

High School Diploma

06/2003

Education and Training

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