Help Desk Support
Resume:
Gloria Murray
Leesburg, Ga 31763
***********@*****.***
OBJECTIVE:
My ambition is to secure a fulfilling and satisfying career with a company I can move forward with.
QUALIFICATIONS
I am a certified Microcomputer Specialist. As a microcomputer specialist, I am experienced in working with Microsoft Office and office products. I am also familiar with Windows and IOS operating systems. I have phone skills, which I have developed through previous jobs and the ability to multitask. I am familiar with remedy ticketing systems and have excellent customer service skills.
EDUCATION
Diploma, Terrell Middle High School 1991-1995
Diploma, Albany Technical College 1996-1998
Associate Degree, Troy University (General Education) 2016-2018
Certifications and Training
CHDP (Certified Help Desk Professional) 2005
Element K 2006
Skills and Knowledge
Proficient with Windows and Mac OS
Active Directory
Microsoft Office systems
Office 365
EMPLOYMENT
2020-2024 Certified Help Desk Professional, Phalen Leadership Academies
As a Certified Help Desk Professional, I am responsible for creating and modifying incidents for scholars, instructors of Phalen Leadership Academies. I assist with troubleshooting laptops, tablets and blackboard issues. I also assist with password resets, website issues and device management.
2005-2020 Certified Help Desk Professional, Sutherland Global Services
105 Industrial Drive Americus, GA 31719
As a Certified Help Desk Professional, I am responsible for creating and modifying incidents for employees of UIC (University of Illinois Hospital Staff personnel) and validating user accounts in Active Directory. Provide Help Desk support for Cox Communications as well as sales of services to include internet and cable services. I was responsible for providing Help Desk support for Disney+ customers to include troubleshooting gaming consoles and other streaming devices. I assist callers with setting up Microsoft Outlook accounts, creating personal folders, personal address books and distribution lists. I am also responsible for assisting with mapping printers, rerouting printers through reflections and logging customers off their Management Console when needed.
I provide telephonic support by recreating, resolving and troubleshooting issues as needed. I speak in a professional manner as well as interact with the team and customers in a manner that is courteous, respectful and polite.
2002-2005 Quality Assurance, CallTech Communications
2707 Dawson Rd, Albany, GA 31707
As a Quality Assurance, I was responsible for teams of 25+agents, which I provided assistance to agents on troubleshooting calls, monitoring and coaching agents on how to maintain customer satisfaction. My duties also included training agents on tools such as the Customer Relation Management (CRM) database; and troubleshooting guidelines. Provided written, verbal and technical advice, consultation/guidance, and training relative to the management, operations and maintenance of the systems. During weekly meetings, I provided Strength Weakness Opportunities and Threats (SWOT) Analysis of both teams and briefed my supervisor and upper management on customer’s account and issues.
As a Network Specialist (Tier2), I provided telephonic support through verbal or virtual assistance to customer running a home network. I validated system functionality through verification testing on BellSouth’s new CRM databases. I reported any discrepancies or alarms immediately to BellSouth developers and made suggestions for proper implementation prior to release of the CRM program.
As a Team Lead of 25+ agents, I was responsible for managing up to 8,000 support calls and over 1,000 work orders monthly, clearing customer problems with operating system configurations, printers, network connectivity issues, and component repairs. I scheduled breaks and lunches and reported new concerns on a daily basis.
As Tier 1 Agent, provided first line customer support to include software and hardware installation and upgrades, adding users/groups, creating email profile, installing Transport Communication Protocol/Internet Protocol (TCP/IP) services, and device drivers.
1999-2002 Assistant Manager, Family Dollar
418 S Main St, Dawson, GA 39842
Directed daily activities and guided 20+ associates to accomplish daily goals and tasks, including sales, inventory management, and maintaining appealing and organized store appearance. Oversaw opening/closing procedures, verified and reconciled cash tills and deposits. Trained employees on store policies and procedures, and scheduled staff to meet store needs.
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