It Support Customer Service

LADIAMOND THOMAS

Portland, OR 832-***-****

*********.******@*****.*** linkedin.com/in/la-diamond-thomas

Professional Summary

Recent graduate of an intensive IT program where I developed skills in Technical Support resulting in obtaining the Google IT Support Professional Certificate. Able to apply 8 years of experience in customer-facing roles and 4 years of soft skills earned through Child Development to IT to enhance communication, customer service, and client management.

Education and Certification

Merit America Aug 2022-Oct 2022

Google IT Support Professional Certificate

Google IT Support Professional Certificate

●Skill development includes troubleshooting, customer service, networking, operating systems, systems administration, and security — all the fundamentals of IT support that are critical for success in the workplace; aligns with the objectives covered by the newly updated CompTIA A+ certification

Additional Skill Development

●Completed hands-on coursework covering Microsoft 365, Excel, Windows 10, ServiceNow ticketing system, fundamental cloud concepts, and PC maintenance and performance

Clackamas Community College Dec 2023

Liberal Arts, Humanities and Social Sciences

Professional Experience

Lease Crutcher Lewis May 2023-Current

Service Desk Analyst Portland, OR

●Diagnose and resolve technical issues related to hardware, software, and connectivity, utilizing systematic troubleshooting methodologies

●Collaborate with cross-functional teams to identify root causes of complex problems, contributing to efficient and accurate issue resolution

●Communicate technical concepts to non-technical users in a clear and understandable manner, facilitating effective problem understanding and resolution.

●Successfully execute computer imaging and reimaging processes, deploying standardized configurations and software for new and existing systems

Insight Global- Daimler Trucking Jan 2023-Current

NOC Technician Portland, OR

●Serves as first responder to operational inquiries

●Monitors incident request systems to ensure requests are being handled in accordance with contract, assigning tasks / duties to projects or work efforts not covered by incident request system, prioritizing tasks for staff when necessary, and attending meetings and planning sessions with customers as well as internal resource teams.

●Provide Tier 1/ Tier 2 technical support to internal and external customers and escalate issues to Tier 3/Tier 4

●Resolve 15-30 tickets in a timely manner while maintaining customer satisfaction

UST-Intel Sept 2022-Jan 2023

Inventory Technician/ Lab Ass. II Hillsboro, OR

●Maintain record of hardware inflow, outflow, overflow using ServiceNow and Microsoft Excel

●Create support service tickets utilizing the JIRA ticketing system

●Resolve 6-10 tickets a week in a timely while maintaining customer satisfaction

●Create shipping memos for outbound inventory and ship hardware needed for high priority lab projects

●Receive inbound hardware, audit, and store hardware in designated areas for project needs

●Implement and maintained inventory control policies and procedures

Skills

Technical: Microsoft Office 365 Windows 10 Technical Support & Troubleshooting ServiceNow Microsoft Azure Operating Systems Installation Software Installation & Configuration Microsoft Excel Microsoft Teams

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