Bilingual IT Helpdesk Technician and Support Specialist
Resume:
Aminata F Jones
*******.*****@*****.***
PROFESSIONAL SUMMARY
Bilingual Helpdesk Analyst and Customer Service Technician with 10+ years of experience providing Tier 1 and Tier 2 technical support, system troubleshooting, and customer solutions in high-volume environments. Adept at resolving hardware, software, and network issues while ensuring top-tier customer satisfaction. Skilled in incident management, remote diagnostics, and collaborating across teams to enhance IT service delivery. Recognized for strong communication, methodical problem-solving, and staff training excellence.
TECHNICAL SKILLS
• Operating Systems: Windows 10/11, macOS, Android, iPad, Tablets
• Applications: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Chrome, Safari, Firefox, Opera
• CRM & Ticketing Systems: Salesforce, Siebel, Service Center, AS400, Oracle-based solutions, SaaS
• Networking & Tools: VPN, Remote Desktop, Active Directory, WebEx. PROFESSIONAL EXPERIENCE
Integral Systems Engineering – Customer Support Technician 2017 – 2022 Call Center
• Delivered Tier 1–2 helpdesk support to end users via phone, chat, and email.
• Performed diagnostics and resolved hardware, software, and account access issues.
• Managed password resets, account unlocks, and VPN support for remote users.
• Collaborated with escalation teams to ensure timely issue resolution.
• Conducted overnight monitoring and handled client-critical incident resolution.
• Trained and mentored new hires on systems, workflows, and customer service protocols. GAP Inc. – Bilingual IT Service Support Operator
2015 – 2016 Rocklin, CA Call Center
• Provided technical support to North American and European retail stores.
• Supported in-store systems: Linux servers, POS devices, networking, and phone systems.
• Troubleshot software/hardware rollouts and production issues under strict SLAs.
• Partnered with vendors (Dell, IBM) to ensure issue resolution and uptime compliance.
• Created documentation and assisted with onboarding/training new service desk staff. CareerBuilder – Bilingual Technical Support Advisor 2014 – 2015 Atlanta, GA Customer Service
• Provided helpdesk support for CareerBuilder’s Applicant Tracking System (Luceo).
• Diagnosed and resolved client issues involving SaaS applications and online platforms.
• Supported Broadbean integration for automated job distribution.
• Created detailed support tickets, escalated critical issues, and maintained accurate logs. TeleTech Holdings, Inc. – Technical Support Specialist (French/English) 2012 – 2013 Remote Call Center
• Handled advanced technical inquiries in both English and French.
• Delivered accurate troubleshooting and product support across multiple systems.
• Met strict KPIs for first-call resolution, call handling time, and customer satisfaction.
• Assisted with peer training and acted as escalation point for unresolved cases. LexisNexis (formerly ChoicePoint) – Technical Support Analyst 2006 – 2011 Alpharetta, GA
• Provided technical support for 30+ web-based applications to internal and external users.
• Troubleshot Java-based apps, browser issues, and connectivity for remote users.
• Conducted WebEx sessions for user training, installations, and system demos.
• Created and managed detailed support tickets using CRM and tracking tools.
• Consistently recognized with multiple Employee of the Month awards for excellence. LANGUAGES
• English (Fluent)
• French (Fluent)
REFERENCES
Available upon request.
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