R O M

Bethuel, Fongyen

H y a t t v i l l e, M D

C e l l P h o n e : ( 2 4 0 ) 8 9 9 8 3 0 9

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S U M M A R Y

Highly m o t i v a t e d i n d i v i d u a l w i t h 5 + y e a r s o f e x p e r i e n c e i n t e c h n i c a l s u p p o r t, help-desk analysis, a n d c u s t o m e r s e r v i c e . P r o v e n a b i l i t y t o t r o u b l e s h o o t a n d resolve c o m p l e x technical i s s u e s w h i l e p r o v i d i n g e x c e p t i o n a l c u s t o m e r s e r v i c e . Strong c o m m u n i c a t i o n skills a n d a p a s s i o n f o r h e l p i n g c u s t o m e r s f i n d s o l u t i o n s to t h e i r p r o b l e m s . P r o f i c i e n t i n various t e c h n i c a l s u p p o r t t o o l s a n d s o f t w a r e . Committed t o o n g o i n g p r o f e s s i o n a l development and staying current with emerging technologies. Professional Experience XPO Logistics J u n e 2 0 2 2 - Present Technical Support Specialist

A c h i e v e d h i g h l e v e l o f s e c u r i t y a n d p e r f o r m a n c e o f s y s t e m s b y i n i t i a t i n g installation of new anti-virus software and critical operating system updates.

Extensive troubleshooting and testing skills

Ability to communicate at multiple levels with customers

Perform desktop, mail, and user data migrations with zero percent loss of information.

P r o v i d e T i e r 1, & 2, h e l p d e s k s u p p o r t t o r e s o l v e u s e r i s s u e s w i t h c u s t o m applications.

Deployment s u p p o r t a n d t r o u b l e s h o o t i n g o f a l l P C r e l a t e d e q u i p m e n t, including desktop PCs, laptops, PC peripherals and printers.

Perform v u l n e r a b i l i t y a s s e s s m e n t s, m a k i n g s u r e r i s k s a r e a s s e s s e d a n d proper a c t i o n s taken to mitigate them.

Conduct I T c o n t r o l r i s k s a s s e s s m e n t s i n c l u d i n g r e v i e w i n g o r g a n i z a t i o n a l policies, standards a n d p r o c e d u r e s a n d p r o v i d i n g a d v i c e o n t h e i r a d e q u a c y, accuracy, a n d compliance with industry standards.

Work c l o s e l y w i t h t h e s e r v i c e d e s k t o e n s u r e r e s o l u t i o n o f e n d u s e r computing or requests in a timely fashion.

Participation in the testing of new applications, patches, and hot fixes.

Expert at researching and implementing solutions

Adopt a t t r o u b l e s h o o t i n g s o f t w a r e / h a r d w a r e i s s u e w i t h c l i e n t s f a c e - t o - face, v i a p h o n e, e-mail, and on-line portals.

A w a r m p e r s o n a l i t y w h o w o r k s w e l l w i t h c o - w o r k e r s, a n d i s p a t i e n t w i t h customers, providing quality customer service.

C O N C E N T R A O C T O B E R 2 0 1 9 - J U N E 2 0 2 2 TECHNICAL SUPPORT SPECIALIST

Diagnosed a n d r e s o l v e d i s s u e s r e l a t e d t o d a t a e x t r a c t i o n, d a t a a c c u r a c y, and s o f t w a r e functionality, ensuring minimal disruption to the customer's workflow.

Collaborated with internal teams to investigate and resolve complex technical problems, escalating issues to higher-level support when necessary.

Received consistently positive feedback from customers, achieving a customer satisfaction rating of 100% for a day's record.

Participated in team meetings and training sessions to enhance technical knowledge a n d c u s t o m e r s e r v i c e s k i l l s .

Strong understanding of data extraction, data analysis, and data security principles.

Proficiently w o r k e d w i t h a p p l i c a t i o n s s u c h a s P l a t f o r m A d m i n w h i c h i s responsible f o r providing o p e r a t i o n a l s u p p o r t a n d o v e r s e e i n g administrative t a s k w i t h i n H e a l t h source's technical platforms.

Carried o u t t r o u b l e s h o o t i n g w i t h O f f i c e 3 6 5 a p p l i c a t i o n s s u c h a s E x c e l, Outlook, S h a r e P o i n t a n d W o r d f o r b o t h D e s k t o p a n d w e b a p p l i c a t i o n s .

Worked w i t h V M W a r e a d m i n i n e n s u r i n g a n d m a i n t a i n i n g v i r t u a l i z a t i o n software o f the company and making sure all virtualization processes are functional.

Achieved o u t s t a n d i n g p e r f o r m a n c e b y m a i n t a i n i n g a s t a n d o u t r e c o r d o f technical support s e r v i c e, r e s o l v i n g a l m o s t 9 5 % o f a l l t r o u b l e t i c k e t s without e s c a l a t i n g t o s e n i o r support specialists. S M A R T D I S T R I B U T I O N S A U G U S T 2 0 1 7 - O C T O B E R 2 0 1 9 H E L P - D E S K / C U S T O M E R S E R V I C E R E P R E S E N T A T I V E

I n s t a l l e d, a s s i s t e d, a n d t r o u b l e s h o t i s s u e s w i t h P r i n t e r s, a n d o t h e r N e t w o r k, equipment’s.

Installed, assisted, and troubleshot issues with computer on windows OS and MAC and call center headphones.

Installed, assisted, and troubleshot issues with Microsoft 365, PeopleSoft, remedy f o r c e, a n d o t h e r G o v e r n m e n t s o f t w a r e a n d s i t e s .

Did password reset, account creation, account access, email creation on active directory.

Developed trusted relationships with customers by providing accurate and efficient support.

Expert at researching and implementing solutions.

Expert a t c o m m u n i c a t i n g d i r e c t l y w i t h C l i e n t s o n t h e p h o n e, i n p e r s o n a n d by e m a i l and u n d e r s t a n d i n g a n d i m p l e m e n t i n g a s o l u t i o n w i t h i n a l i m i t e d time a t a f a s t - p a c e d workplace.

H e l p e d t o o r g a n i z e c l i e n t ' s s c h e d u l e a n d p l a n a p p o i n t m e n t s .

Remain i n f o r m e d o n c u r r e n t r e g u l a t i o n s, e s p e c i a l l y c o n c e r n i n g r e s e a r c h industry a n d document creation.

Initiated timely response to emails, voicemails, and written correspondence.

Communicated w i t h c u s t o m e r s d a i l y t o r e q u e s t i n f o r m a t i o n a n d e n s u r e completion o f paperwork.

Greeted c l i e n t s a n d g u e s t s p r o f e s s i o n a l l y a n d c o u r t e o u s l y t o c u l t i v a t e a n d maintain welcoming atmosphere.

Employed e f f e c t i v e t i m e m a n a g e m e n t w h e n d e a l i n g w i t h c o o r d i n a t i o n a n d accountability around personnel and security assets.

Provided excellent service to guests and employees.

Unpacking and installing new computers, (Dell, HP, and Mac).

Developed a n d m a i n t a i n e d p o s i t i v e c u s t o m e r r e l a t i o n s a n d c o o r d i n a t e d with t e a m members to ensure requests and questions were handled appropriately.

E d u c a t i o n a n d C e r t i f i c a t i o n s B S c . C o m p u t e r S c i e n c e .

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