Service Desk Technical Support

Gladys Mwangi-Chavers

972-***-**** **********@*****.*** Jacksonville, FL

Education

CLARK COLLEGE Vancouver, WA

Social Studies 1992-1994

GPA: 3.0

Experience

Turbotax - Working Solutions contractor - Working Remote 02/10-04/15

Helping Customers do their own taxes by providing expert guidance, tax explanations, and advice so that they can file with Turbotax SERVICE DESK ENGINEER Plano, TX

Capital One - Hybrid 08/2017-03/2024

● Provide helpdesk support and resolve problems to the end user’s satisfaction

● Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

● Document internal procedures using SNow(Service Now)

● Assist with onboarding of new users using Active Directory

● Install, test and configure new workstations, peripheral equipment and software

● Maintain inventory of all equipment, software and software licenses

● Manage PC/Smartphones setup and deployment for new employees using standard hardware, images

and software

● Perform timely workstation hardware and software upgrades as required

● Support using Zoom and Remote Desktop

Helping Customers do their own taxes by providing expert guidance, tax explanations, and advice so that they can file with Turbotax

TECHNICAL SUPPORT ENGINEER Allen, TX

Jack Henry - Onsite 06/2015-12/2016

● Provide second level troubleshooting using applications Episys and Ticketing System JSource

● Keep current on most recent changes and/or upgrades

● Strong knowledge of the financial industry as it relates to banks and credit unions

● Sell JackHenry products such as Hammer Security System, home banking options, pager options

● Install Windows features and

● configurations Windows server 2008 and 2012R2

AZURE SPECIALIST Irving, TX

Microsoft - Contract - Onsite 05/2014-05/2015

● Support Azure Cloud services through email and calls

● Troubleshooting clients running Windows XP, Windows 2008, and Windows 2012 servers

● Use of Network Monitor, Wireshark software diagnostics to get the network captures TECHNICAL SUPPORT ANALYST Richardson, TX

NICE Systems - Onsite 10/2000-02/2014

● Support Totalview workforce management

● Provide limited support to Symposium Call Center, and PBX products

● Sell IEX products such as Webstation options and Schedule bidding

● Perform installations, configurations, upgrading and troubleshooting software related design issues

Skills

Computer: Microsoft Office, Google Workspace, Software testing, Oracle database,Unix database, Azure,Wireshark

Language: English, Swahili

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