Customer Support Call Center
Resume:
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Interested in obtaining employment in a Customer Support/ Helpdesk setting assisting others in the usage of computers to enhance their work environment, promote performance in their profession and assist customers with inquiries.
Richard J. Serna
Customer Support/ Helpdesk
Experience
Personal Information
01/2016- TECHNICAL SUPPORT ADMINISTRATOR
present PERALTA INDUSTRIES San Jose, CA
Dispatched and provided updates for delivery of services to support Staff for jobs daily.
Provide online/ live chat support for company clients and employees in a Windows/ Mac OS environment.
Responsible for mobile device setup and troubleshooting (iOS/ Android).
Provided printer support for HP, Dell, Canon, Pixma.
Provided RMA processing.
Introduced remote desktop support GotoAssist to organization which enabled quick resolution to computer/ Customer support. Address anti-virus issues, software updates, and recommendations for hardware /software upgrades.
Provide company protocol informational emails and updates for personnel.
08/1999- IT TECHNICAL SUPPORT SPECIALIST
11/2015 SANTA CLARA UNIVERSITY Santa Clara, CA
Provide technical support to Faculty, Staff, and Students. Troubleshoot and resolve technical issues related to university supported technology.
Resolve user problems as first level support via phone, walkup & live chat. Collaborated with fellow IT staff on service improvements and enhancements. Utilized Customer Relationship Management to assist Faculty, Staff & vendors with platforms for integrating information to process requests.
Software troubleshooting and support for Windows OS, Mac OS, Microsoft Office suite, web browsers, mobile devices and smartphones (iOS, Android and Windows).
Assisted Customers with University & personal antivirus, software, network printers and Cisco AnyConnect & VOIP configurations.
Detailed knowledge of call ticketing software and processes including ServiceDesk Plus, Splashtop, Remedy, Zoho & HEAT.
Supported remote desktop utilizing GoToAssist as well as assistance with Google APPS, remote video- ZOOM conferencing wireless/ network printer access. Managed network access for Customers including granting, denying access and reviewing the causes for denial of authorization to network.
Maintained contact with customers and solicited feedback for improved services. Created self-help guides for websites.
Assisted other divisions with backup support as needed.
Additional Experience:
oGoogle Workspace
oMac to PC conversion
oPayroll processing
oInventory control
oOrder management
oMedical Insurance review and processing
oQuality Assurance
oManaged Service Provider
Address
San Jose, CA
Phone
*******@*****.***
Skills
Anti-virus
Symantec, Norton, McAfee, Sophos
Back-up
Clients
Conversion
Documentation
Google Workspace
Hardware
ERP Support
RMA Support
Helpdesk
Service Desk Plus, Splashtop, Remedy ZOHO, Zendesk, HubSpot
Laptops
Mac OS
10.15 and prior
Microsoft Office Suite
365, 2013, 2010
Training
Windows
11,10, 8, 7
Active Directory
Education
2012
Foothill College
Database Management
2006
DeAnza College
Computer Programming
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