Technical Support Customer Service

Shelicia Lefthand

602-***-**** ******************@*****.*** Tempe, AZ 85282

SUMMARY

To obtain a position that would allow me to provide services in the information technology field. I am seeking a position that will further enhance my current studies, training and experience that will be utilized and relevant to coordinating, planning, organizing, implementing goals and objectives. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

SKILLS

Application installations Hardware diagnostics

Call Center Operations

Technical Troubleshooting Hardware and Peripherals

Troubleshooting and diagnostics Technical Support

Hardware troubleshooting Remote Support Virtualization Technologies User Account Management Cisco Duo

VMWare Horizon Client

EXPERIENCE

Digital Support, Entertainment Partners, August 2024-Current Tempe, Arizona

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Provided company users with tech support for IT problems and account maintenance. Provided technical support to edge staff when required on specific tasks or processes. Provided technical support for customers via phone and email.

Implemented appropriate authentication protocols to ensure the safety of user data. Provided technical support related to security product installation and use.

Disruption Manager, Amazon, April 2024-Current Tempe, Arizona

Created and implemented procedures for handling customer inquiries and complaints.

Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Provided exceptional customer service to ensure customer satisfaction.

Provided excellent customer service to resolve customer complaints in a timely manner. Answered customer inquiries regarding products, services, billing and technical issues.

Provided customer service support for incoming calls and emails.

Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.

Desktop Support Technician, Gould Intelligent, May 2022-March 2024 Mesa, AZ

Provided technical support to users regarding hardware, software related issues.

Installed and configured hardware such as printers, scanners, monitors, keyboards and mice.

Troubleshot computer systems to identify and resolve operating system and application problems.

Created detailed documentation of all tasks performed on user's computers. Configured user accounts in Active Directory.

Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.

Resolved service requests by individually troubleshooting and addressing user issues.

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

Maintained positive working relationship with fellow staff and management.

IT Specialist, Antelope Point Marina, April 2020-April 2022 Page, AZ

Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.

Documented repair processes and helped streamline procedures for future technical support actions.

Disassembled computer systems to troubleshoot and resolve hardware issues.

Delivered local and remote Tier 1 IT support for hardware and software to company personnel.

Configured new employee work stations consisting of hardware, software and peripheral devices.

Updated software versions with patches and new installations to close security loopholes and protect users.

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

Maintained helpdesk and maintenance activities between customer calls and vendor interactions.

Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.

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

Administrative Assistant, Antelope Point Marina, June 2019-March 2020 Page, AZ

Organized and maintained filing and document management systems by coordinating, archiving and purging files.

Developed administrative processes to achieve organizational objectives and improve office

efficiency.

Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.

Keyed in customer contacts and delivery dates to update details in company databases. Directed customer communication to appropriate department personnel.

Routed contracts, agreements and invoices through proper signature process.

Compiled and produced presentations and reports as directed by leadership team.

Managed office duties, ordered materials, organized workspaces, answered emails and made phone calls.

Answered phones to direct callers, schedule appointments and provide general office information.

Greeted visitors or callers daily to handle questions or direct to appropriate staff.

Troubleshooter, Consumer Cellular, November 2017-April 2018 Tempe, AZ

Upgraded laptops/desktops, improving speed and performance.

Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.

Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.

Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.

EDUCATION AND TRAINING

N/A

Required, Page High School, Page AZ

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