Technical Support Customer Service

Selamawit Wolday

Denver, Colorado, United States *****.******@*****.*** 720-***-****

in/selam-wolday-9332581b0/

SUMMARY

A technical support with excellent Customer service background and a professional technical support who can help with any computer problems and software issues. Outstanding communicator and active listener offering technological expertise and strong determination to deliver my work to the highest standard Skills.

● Knowledge of information systems and IT operations, Windows operating systems components, navigation tools, common hardware and software related concepts.

● Ability to troubleshoot, diagnose and solve technical problems.

● Listening, verbal, written and interpersonal skills.

● Customer service skills with the ability to remain sensitive and responsive to customers' needs.

● AS/400.

● SalesForce.

● Service now/ITSM

● Jabber/phone system

● Azure

● M365

CERTIFICATIONS

● ITILv4

● CompTIA A+ 1001

● CompTIA A+ 1002

● CompTIA Networking +

● CompTIA Security+ 501

● HDI Certified

● Agile Introduction

EXPERIENCE

DB Schenker – IT Service desk Analyst July 6, 2021-Present

Resolving IT support requests from users related to computer problems, domain account access, shared drives, citrix work space, printers, windows updates

Accessing Global Administrator through Azure Virtual Desktop Machine

Answering employee questions regarding computer systems

Gathering and analyzing data to diagnose problems with computer systems Changing configurations, settings and permissions to fix computer issues Installing new software and hardware drivers and updating existing ones as needed

Troubleshooting and Technical support for different issues via Bomgar remote support sessions

Process Service now tickets and resolving it in a timely manner

Helping users related to computer problems, domain account access, shared drives, citrix work space, printers, windows updates

Setting up printers and configuring it

Jabber account creation

Creating functional mailboxes like distribution lists, shared mailboxes and providing users access to it and adding members to the DL’s

Working on Monitoring and Networking issues

Retirement Rep/Empower Retirement November 16,2020 – July 2,2021

● Providing technical support navigating web platform

● Guiding external customers through the propriety web-based Software System

● Help clients through password resets.

● Answering inbound calls from existing and new plan participants, employers, and third party specialists

● Provide general account information and educate participants on questions and available options related to contributions, withdrawals and product information ● Process distributions, loans and general account changes upon direction from participant as allowed by plan provisions

● Assist participants through the navigation of the automated voice response system and participant website

● Submit requests for research and follow-up if needed after the initial call. May be required to make outbound calls if necessary

● Review, comprehend and implement all new communication regarding plan updates and changes.

Customer Service Representative/Help Desk Support

Taylor Communications December 2015 -November 16,2020

• Utilized mechanized systems to initiate and complete service orders and handle customer requests by using Salesforce and also by following SLA time

• Utilized operational systems to process purchases of products and services

• Created and processed sales orders in a timely fashion

• Communicated with sales office, vendors, and warehouses regarding order status • Communicated with customers and vendors by written communications and phone calls

● Working on Inventory issue and Customer disputes

● Helping customers how to process the order on the website

● Reset passwords and adding products on their websites

● helping new teams setting up new workstations, basic troubleshooting. Account Manager

Fresh View Solutions January 2015 - October 2015

• Recorded information about financial status of customers and status of collection efforts

• Independently managed queue of collection accounts and determined next course of action to resolve the account

• Established and maintained payment arrangements consistent with organization guidelines.

• Successfully met all the performance goals and objectives established management team

• Advised consumers of necessary actions and strategies for debt repayment based on financial situation and organizational guidelines. Student Loan Collector

US Department of Education July 2013 - December 2014

• Handled a high volume of in-bound and outbound calls pertaining to reconciliation of student loan accounts

• Managed an automated dialer that increased production and consumer contacts • Ensured all telephone conversations adhered to federal guidelines and company policies • Negotiated payment arrangements with debtors

• Maintained comprehensive records of all consumer discussions Assistant Manager

Academy Bank October 2006 - July 2013

• Delivered exceptional customer service through assistance in questions, procedures and accomplishing client objectives

• Achieved bank revenue goals through individual sales and coaching staff to drive new leads through daily customer contact opportunities

• Assisted in providing leadership, motivating and training employees to increase bank revenue goals along with customer performance goals

• Assisted in branch monetary audits along with individual cash drawer audits

• Applied and followed federal and bank policies in new sales transactions • Complied to operational procedures and risk management policies EDUCATION

Associate of Science in Computer Information Systems Aurora Community College • Aurora, CO • 2011

COURSEWORK

Computer User Support Specialist

LeaderQuest – An ACI Learning Company • Centennial, CO • 2020

• Axelos ITILv4

• CompTIA A+ 1001/1002

• CompTIA Network+ 007

• CompTIA Security+ 501

References Available Upon Request

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