Service Desk Support Specialist with Troubleshooting Expertise

ALKALY TRAORE

Austin, TX ********@*****.*** 512-***-****

PERSONAL BRANDING STATEMENT

With a professional demeanor and collaborative attitude, I excel in providing support to resolve moderately complex technology issues. Adaptability to fast-paced environments enables me to effectively troubleshoot and maintain hardware and software systems. Utilizing a logical problem-solving approach, I evaluate and recommend upgrades, ensuring optimal system functionality. My commitment to integrity and meticulous documentation aligns seamlessly with the responsibilities of the Service Desk Support Specialist role. EXPERIENCE

Service Desk Support Analyst

Capgemini Sep 2023 - Present

-Deliver technical support to customers via phone, promptly addressing inquiries.

-Resolve issues relating to computers, printers, and troubleshooting known VPN issues.

-Conduct comprehensive evaluation, asking relevant questions and articulating potential solutions.

-Specialize in resolving common technical issues, including proficient handling of password resets.

-Utilize knowledge bases with detailed information on common problems.

-Log customer calls meticulously using helpdesk software, providing comprehensive descriptions of issues, and documenting solutions. YouTube TV EOG Operator/Support Specialist

Tata Consultancy Services Jan 2022 - Sep 2023

-Monitored live and non-live airings to assure the quality and accuracy of the content.

-Conducted audits of broadcasted material and identified any pixelation issues that may ensue.

-Displayed attentiveness to respond promptly to maintain seamless broadcasts for excellent viewer experience.

-Assisted operator schedules to ensure adequate coverage for monitoring live airings and related tasks.

-Utilized Excel spreadsheets to analyze operational data and run scripts to provide insight to identify areas of improvement.

-Maintained open communication with operators, team leads, and technical staff to ensure a cohesive, well-coordinated operation.

-Responded to customer servicing issues with ticketing operations to fix malfunctioning, YouTube TV complications. Technician

Three Lakes Physical Therapy May 2021 - Mar 2022

-Prepared equipment and cleaned area to assure sanitation.

-Provided assistance with computer and technology related issues to all users.

-Managed day-to-day maintenance of appointment scheduling system.

-Maintained Excel spreadsheets to note down findings to assist physical therapists improve, reassess, or modify programs.

-Presented administrative support of data entry, answering calls, scheduling, and research for further efficiency within the clinic. CERTIFICATIONS

Google Data Analytics

Coursera Aug 2022

EDUCATION

Bachelor of Science in Kinesiology

Concordia University at Austin Aug 2017 – April 2021

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