Customer Service Support Technician

Nataline Parker Cell: 513-***-****

**** ********* ** *****: **********@*****.***

West Chester, OH 45069

Key Skills

Effective, flexible and efficient IT professional with a team-oriented focus who exceeds assigned tasks and responsibilities in a consistent and reliable manner. Excellent customer service focus with a friendly personality. Expertise with Windows 7 and Windows 10 operating systems. Vast knowledge of handling printing and network issues. Ability to establish credibility quickly with individuals at all levels of the organization. Ability to listen carefully and act promptly to assess, address, and resolve IT issues. Awarded Employee of the Month for performing excellent customer service.

PROFESSIONAL EXPERIENCE May2021-Current

Amentun

Remote Support Technician

Imaging laptops and workstation for entire enterprise to upgraded operating system.

Refresh users Laptops and ship it local and overseas.

Provides hands on and remote support to end users with technical challenges.

Assisting users with retrieving documents from their local drives and moving on to the network.

Resolving issues in a timely manner to adhere to department SLA.

Providing excellent customer service to end users.

Working with users setting up the PC and Laptop Remotely.

Fifth Third Bank

Desktop Support Technician December 2020 – May 2021

Imaging laptops and workstation for entire enterprise to upgraded operating system.

Refresh and deployment of organization 10,000+ employees’ workstation in a 3 months’ timeline to meet organization SLA.

Provides hands on and remote support to end users with technical challenges.

Assisting users with retrieving documents from their local drives and moving on to the network.

Resolving issues in a timely manner to adhere to department SLA.

Providing excellent customer service to end users.

Premier Health Network

Desktop Support Technician February 2019 – November 2020

Maintaining 350+ computers with various operating systems (Windows 10, Windows 7, iOS); upgraded them when needed; repaired computer hardware.

Resolving all technical issues that comes into the level 2 support queue.

Provides hands on and remote support to end users with technical challenges.

Imaging workstations and laptops and deployments.

Assisting users with retrieving documents from their local drives and moving on to the network.

Resolving issues in a timely manner to adhere to department SLA.

Hardware and software procurement for department.

Encore Technologies

Desktop Support Technician February 2017 – January 2019

Executed upgrade of 500+ company laptops and desktops from Windows 7 to Windows 10.

Collaborated with the Operations team in order to develop and implement new procedures which increased and significantly improved workstations and operating systems.

Resolved all technical issues; communicated with clients via email and/or telephone; provided extraordinary customer service.

Performing preventive maintenance on workstations, printers, and peripherals.

Pomeroy

Deskside Analyst March 2015 – January 2017

Provide support to end users on a variety of issues ranging from hardware, software, network, and account management.

Provide network support ensuring desktop and other network peripherals full connectivity.

Diagnose and resolve hardware and software problems, referring more complex networking problems to network administrators or IT managers.

Deployed 2000 monitors to end users in the Cincinnati, OH and Springfield, OH area.

Troubleshooting end-user incidents in ServiceNow and resolving them within the SLA.

Imaged new and existing workstations to Windows 7.

Performed and assisted in the development, implementation, support, and documentation of new and existing technology solutions.

EDUCATION

Associates of Arts (Miami University Hamilton) 2014

Lakota West High School 2008

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