Desk Support Customer Service
Resume:
INDIA MASON
Upper Marlboro, MD *****
******@******.***
SUMMARY
To attain a challenging job in a dynamic and growth-oriented organization where I can utilize my problems solving skills, knowledge, and attention to detail to further develop my abilities in the field of Information Systems.
SKILLS
●Ability to work under pressure
●Effective time management
●Outstanding oral and written communication skills
●Fast learner
●Leadership Oriented
●High achiever
●Proficient with Microsoft Office Suite
●Results driven in customer service
●Teamwork and Collaboration
●Help Desk Support
●Solution Oriented
●Troubleshooting Network Issues
●Problem-Solving
●Technical Troubleshooting
●User Support
●Service Desk Support
EXPERIENCE:
TIER 1 HELPDESK ANALYST / 22nd CENTURY TECHNOLOGIES – WASHINGTON, D.C.
Feburary 2024- May 2025
Supervisor: Jacqueline Kitt
●Provide first-level troubleshooting support, problem resolution and walk the user through a series of steps to determine the nature of the problem
●Create, update, and resolve Remedy incident tickets; ensuring problem ownership and promote end-user satisfaction
●Work independently and with minimum supervision
●Contact users via phone and/or email for follow-up to ensure the incidents) or request(s) are resolved.
●Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests
●Troubleshoot and resolve user incidents using system tools including, but not limited to with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, Citrix, VPN, 2 Factor Authentication, remote tools and all OPM owned COTS and GOTS products
●Escalate tickets to Tier II and Tier III Technicians if an incident or request cannot be resolved at the Tier I level
●Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available (continuously)
●Obtain acceptance of resolution by the user before formally resolving a Remedy tickets
TIER 1 SOFTWARE IT HELPDESK TECHNICAN / TRANSFLO – TAMPA, FL
January 2023- February 2024
Supervisor: Barbara Louk
●Provides technical support via Service Cloud ticketing system or by phone to customers, and users of the TRANSFLO suite of products.
●Adept at handling 20-30 calls per day resolving issues efficiently and quickly.
●Resets user passwords if locked out or need to update password.
●Provides a proactive approach within customer support and assists in optimizing systems.
●Logs/documents all customer correspondence into Service Cloud ticketing system.
●Demonstrates an awareness of and the impact of events on a customer's system or internal TRANSFLO platform.
●Creates knowledge base/troubleshooting documents for team and customers.
IT SUPPORT HELPDESK INTERN / GRSI-NIBIB - BETHESDA, MD
May 2022- October 2022
Supervisor: Kathleen O’Connor
●Assisted with IT closet, supplies, and on-hand inventory.
●Completed laptop imaging and deployment for MAC and Windows users.
●Worked with the ticketing system, ServiceNow creating and completing tickets.
●Migrated the tracking of projects from SharePoint to Jira for project tracking purposes.
●Shadowed technical leads on creating and modifying projects in Jira.
●Performed technical support at a Tier 1 level in-person and virtually.
●Set up hoteling spaces with equipment for users in the office.
●Worked on boxed accounts for users to keep or discard.
RECEPTIONIST / AMERICA'S BEST CONTACTS – Bowie, MD
JULY 2021– MAY 2022
Supervisor: Tony Harris
•Maintained high standards of customer service during high-volume, fast-paced operations.
•Communicated clearly and positively with coworkers, management, and patients.
•Handled patient scheduling, answered, and forwarded phone calls.
•Greeted patients.
•Kept reception area neat.
CASHIER / SAFEWAY - BOWIE, MD
APRIL 2020 – JULY 2021
Supervisor: Lavita Williams
•Maintained high standards of customer service during high-volume, fast-paced operations.
•Communicated clearly and positively with coworkers and management.
•Handled currency and credit transactions quickly and accurately.
SALES ASSOCIATE / DSW DESIGNER SHOE WAREHOUSE – Capitol Heights, MD
JUNE 2018 – JULY 2019
Supervisor: Mr. Bayo
●Assisted customers with product selections, purchases, and e-service transactions.
●Performed daily department tasks including stocking, creating merchandise displays, remerchandising, pricing markdowns, transferring merchandise, inventory control, and processing transactions.
●Managed cash register and communicated with customers and operated sales floor.
●Conducted sales quickly, efficiently and promoting the brand to all customers.
EDUCATION
B.S. : Information Systems, information systems and science 05/2023
Morgan State University - Baltimore, MD
GPA: 3.3, Dean's List, Fall and Spring 2021
ACTIVITIES
National Society of Leadership Success (NSLS)
National Society of Black Engineers (NBSE)
Society of Women Engineers (SWE) Dell Mentoring Program
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