Help Desk Technician with 4+ Years Experience

Bailee Ingram

Detroit, MI 313-***-**** ***************@*****.***

https://www.linkedin.com/in/bailee-ingram

PROFESSIONAL SUMMARY:

Diligent and reliable Help Desk Professional with 4+ years of experience in troubleshooting hardware & software issues, resolving technical problems in fast-paced call center environments, and documenting support tickets. Skilled in customer service, Windows OS support, and password & access management through secured systems. Adept at using ticketing platforms adhering to IT protocols, and communicating effectively to deliver user-focused solutions. PROFESSIONAL & TECHNICAL EXPERIENCE:

Operations Associate

DashMart by DoorDash Inc, Ferndale August 2024 - Present

● Monitored product quality & freshness by inspecting items for damage or expiration and rotating stock using FIFO methods increasing profit

● Ensured all products are accounted for and safeguarded by accurately receive and stock inventory preventing against loss and theft

● Maintained a safe working environment by performing all duties in compliance with safety and security standards

● Fulfilled customer needs when substitutions are needed by clearly and effectively communicating resulting in increased customer satisfaction. Retail Stock & Fulfillment May 2023 - October 2023 Nordstrom, Novi

● Prepared and shipped customers’ orders by verifying order accuracy and securely packing & labelling shipments, ensuring adherence to company standards

● Fulfilled customer orders in a timely manner ensuring customer satisfaction

● Monitored merchandise by using company inventory management systems, reducing the risk of potential theft

Client Support Technician 1 December 2021 - January 2023 Opus IVS, Dexter

● Provided level 1 troubleshooting/ support for end users by using extensive knowledge of company products and services, decreasing service downtime

● Delivered optimal quality and productivity levels by working with exceptional attention to detail

● Documented customer interactions properly with CRM as a form of record

● Scheduled appointments with appropriate sub-specialty technicians to achieve and maintain high-quality output in daily work flow

● Ensuring product quality by participating in product testing when needed Help Desk Analyst November 2020 - August 2021

Tcf Bank, Troy

● Provide IT support for operating systems, and productivity software used by customers. Escalating technical issues to appropriate superiors when necessary.

● Resolve technical issues using basic troubleshooting techniques submitted either by phone or email.

● Accurately address customers’ needs by actively listening to their questions and concerns in regards to their accounts following company protocols

● Scheduling customers appointments to train them on banking services

● Install banking software for clients remotely ensuring proper functionality for authorized users

● Properly documenting technical issues and solutions to efficiently communicate course of action.

TECHNICAL SKILLS:

Hardware: Components and devices including printers, computers, laptops and routers Software: Troubleshoot PC and mobile device issues including application security support Windows Operating Systems: Install and support Windows OS Networking: Familiar with TCP/IP, WIFI and SOHO

Security: Identify and protect against vulnerabilities for devices and their network connections Mobile Devices: Configure laptops and other mobile devices EDUCATION & CERTIFICATIONS:

IT Fundamentals Student January 2020 – August 2020 NPower Michigan

Nationally recognized nonprofit for Young adults and Veterans. 16-week classroom instruction designed to launch tech careers and transform lives. The program is centered on CompTIA’s A+ 1001 & 1002. Harrison High School Farmington Hills, Michigan

CompTIA A+ Certification In Progress

CompTIA ITF+ Certified

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