Help Desk Call Center

STEPHANIE PORSENNA

Newark, NJ 201-***-**** *************@*****.***

Professional Summary

Detail-oriented IT Help Desk Technician with extensive experience supporting users in fast-paced call center and help desk environments. Skilled in resolving level 0–2 issues including password resets, multi-factor authentication (MFA) support, and ticket triage using decision trees. Strong background with ServiceNow and other ticketing systems, ensuring accurate classification, escalation, and SLA compliance. Certified in CompTIA A+ and Google IT Support, recognized for quick resolutions, excellent communication, and a customer-first mindset.

Core Competencies

• Call Center & Help Desk Support

• Password Resets & MFA Registration

• Ticket Triage & Escalation (Decision Trees)

• ServiceNow & CRM Platforms (Zendesk)

• Thermal Printer & POS Troubleshooting

• Microsoft 365 (Excel, Word, PowerPoint)

• Remote Tools: RDP, Citrix, VPN

• Cross-Functional Communication

• SOP Creation & Documentation

• SLA Compliance & Time Management

Professional Experience

Help Desk Technician Level 2 – DXC Technology Remote (Jan 2025 – May 2025)

• Handled daily password reset requests and MFA registration issues for clinical staff across multiple systems.

• Triaged incoming tickets using decision-tree workflows to determine urgency and escalation path.

• Supported Level 0–1 issues including account access, connectivity, and application troubleshooting.

• Result: Resolved 85% of access-related tickets on first contact, reducing escalation load for higher-tier teams.

Internal Technical Support Representative – Maximus Newark, NJ (Sept 2024 – Jan 2025)

• Worked in a call center-style environment providing technical support for Medicaid staff.

• Assisted users with login troubleshooting, MFA setup, and password reset requests.

• Verified incidents by collecting user details, screenshots, and error messages to document in ServiceNow.

• Result: Improved ticket triage accuracy by 30%, ensuring faster routing to appropriate teams.

Technical Support Specialist – ServiceNow via NextGen Remote (Oct 2019 – Nov 2023)

• Supported large user base through ServiceNow, resolving account access, MFA, and workflow interruptions.

• Classified and prioritized incidents to maintain SLA compliance, escalating where required.

• Authored step-by-step guides to assist end users with password resets and MFA troubleshooting.

• Result: Increased first-call resolution rate to 92% and reduced repeated login-related tickets by 25%.

Help Desk Support Technician – Marley Spoon New York, NY (Feb 2017 – Jul 2019)

• Provided frontline help desk support for office and warehouse staff in a high-volume environment.

• Resolved access, login, and printer connectivity issues while maintaining ticket logs.

• Monitored and escalated unresolved issues to infrastructure teams, ensuring SLA adherence.

• Result: Maintained consistent >95% SLA compliance for all logged tickets.

Education & Certifications

Per Scholas – Newark, NJ

• CompTIA A+ Certified

• Google IT Support Professional Certified

• Core Values Committee Information Manager

• Featured in 'Learner Spotlight' for teamwork and professionalism

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