Customer Service Data Management
Resume:
JOY MAINA
***********@*****.***
**** **** ****** **, *** 4309,
Georgetown, TX 78628.
SKILLS
AWS
Python
Java
Jira
Proficient at prioritizing tasks and remaining level-headed under pressure.
Data management
Linux
Pro Transport
Sublime
Office 365
SFDC
EXPERIENCE
06/2024-Present Senior Technician, Dell Technologies – Austin, TX
First-rate customer service approach, with excellence in writing and phone etiquette; working primarily on voice/phone support with some digital assignments
Resolves technical hardware and software problems using operational and diagnostic procedures (Sales Force, Dell Support Assist)
Identifies, diagnose, and resolves basic technical issues related to desktop, laptop, mobile devices, and internal systems
Ensures compliance with IT security protocols, company policies, and industry best practices in all operational tasks
Works closely with internal teams such as engineering, product development, and service operations to resolve technical issues and improve product quality.
10/2023- 05/2024 Associate IT/Operations Specialist I, Fluor – Dallas, TX
Assess, maintain, support, and modify existing solutions using standard procedures and techniques.
Applied methodology to support business applications and investigate operational problems as necessary.
Resolved hardware and software problems through troubleshooting
Assisted higher-level specialists in the development of highly complex solutions.
Participated with cross-functional team members in issue identification, process impact, and solution development discussions to optimize end-to-end solutions.
Provided on-call technical support to end users as required.
10/2022-06/2023 Project Manager, Transparent Maintenance – Dallas, TX
Kept tabs on project progress and relay updates to stakeholders.
Ensured projects adhere to relevant compliance requirements.
Identified, assessed, and suggested new technologies for both internal and external use.
Engaged with management at all levels, including executives.
01/2022-08/2022 Technical Customer Support, TEKsystems – Dallas, TX
Assisted approximately 30-50 customers daily, guiding them through the TaxAct software.
Gained proficiency in swiftly identifying and efficiently resolving customer issues.
Oversaw and maintained the customer service ticket database and records.
EDUCATION
Graduated 12/2023 Bachelors of Information Systems Cybersecurity, Collin College – Frisco,
Texas.
Graduated 05/2022 Associate of Applied Science, Computer Information Systems, Collin
College - Frisco, Texas.
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