Customer Service Help Desk

GISELE WINSTON

Baltimore, MD *****

Email: ***************@*****.*** Phone: 443-***-****

PROFESSIONAL SUMMARY

Results-driven, bilingual computer information technology professional with diverse experience in all aspects of client technical support and satisfaction, network technologies and protocols, computer repair, configurations, and network cabling. Excellent communication and time management skills; and possesses an acute understanding of how to execute plans to improve a company’s service performance processes, project management, addressing IT challenges, social media strategies and providing exemplary customer service. Adapts readily and has proven ability to work in a diversified environment across team structure cultures with minimal supervision.

EDUCATION

Associate of Applied Science Degree (AAS) – Computer Information Systems; Baltimore City Community College

Baltimore, MD; May 2024

PROFESSIONAL EXPERIENCE

IT Help Desk Specialist I June 6th,2024, Present

Baltimore City Community College, Baltimore, MD

Help Desk representatives, responsible for customer service to the students/staff, which involves answering the phone and helping the student as needed.

Able to utilize Active Directory, Okta and Banner to reset both staff and students’ passwords also being able to set both staff and students as active in Okta.

Navigating through client services, assigning tickets to various groups including responding to tickets and creating when necessary.

Distributing laptops

Breaking down and reassembling equipment when necessary

Surplus Inventory

Help with training of new staff/Work study students

Complete any other assigned task assigned to me

Admissions Clerk November 2022 – June 5th 2024

Baltimore City Community College Baltimore, MD

Delivers customer service to over 2,000 active learners in a higher education organization, reducing complaints by 30% while increasing customer satisfaction by 15%.

Manages student records and files to maintain accuracy and accountability for all Baltimore City Community College learners.

Provides student-centered support in the areas of academic affairs, student affairs, and workforce development, relative to college admissions and matriculation.

Certified Medication Technician / Caregiver February 2020 – August 2021

Providential Healthcare Assisted Living Facility Baltimore, MD

Performed essential daily hygiene and grooming of healthcare clients, increasing wellness, visibility, and esteem.

Administered oral and topical medications to clients under the supervision of a licensed nurse, and in accordance with state and federal rules and regulations.

Routinely monitored clients’ vital signs while documenting their responses and behavior.

Police Constable Court Clerk November 2015 – July 2018

Dominica Police Force Commonwealth of Dominica

Performed clerical support tasks, such as data entry, report-taking, assisting staff members, and providing information to the public for the Commonwealth of Dominica Police Forces.

Assembled data on criminal offenses, stolen vehicles, booking sheets, and crime reports in preparation for court cases.

Provided customer service to the general population of the commonwealth of Dominica.

Data Entry Specialist / Customer Service Representative November 2002 – April 2007

Clear Harbor Dominica Commonwealth of Dominica

Served as customer care representative providing high-performance support for customer-facing direct services, in addition to indirect services, such as administrative tasks and back-office processes.

Entered essential customer information into the company’s central database for the purposes of marketing and logistics.

Delivered technical support services for efficient and effective customer care.

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