Technical Support - Inbound and Outbound calls/chats/E-mails, Tier 1 Issue Resolution, VPN Support, Outlook and Windows Support, Ticket Completion

 

Quest Diagnostics—Dallas, TX                                                                       May 2016 -- Present

Connectivity Help Desk Representative

·Inbound Call support for Quest diagnostics

·AD and Application password resets

·Troubleshoot Care360 application issues

·Troubleshoot Quest applications, including Java and Printer support

·Manage 30-40 Inbound calls exceeding SLA expectations

 

Compucom--Dallas, TX              Aug 2015 – May 2016

Service Desk Technician

·  Inbound Call and Chat support for General Electric

·  Active Directory and SSO password resets

·  VPN Account Modification and Maintenance

·  Troubleshoot Windows 7,8,10 and MAC operating systems

·  Manage 60 – 80 Inbound calls daily exceeding SLA expectations

·  Create, document, and route Service Now and Service Manager Tickets

·  Troubleshoots Office 365, Outlook 2007-2013support

 

Thomson Reuters--Carrollton, TX                                                               May 2014 – Feb 2015

Checkpoint Service Desk

·  Inbound call support for Checkpoint website and applications including:

·  Password Reset

·  Account Creation, Modification and Maintenance

·  Product Installation and Troubleshooting

·  Ticket Completion using Salesforce.com 

 

Samsung--Richardson, TXNov 2013 – Apr 2014

  Help Desk / Service Desk

·  Answering the Samsung Client support number and providing First Tier Support and Resolution for Samsung Network Issues including:

·  Samsung Network Connectivity

·  VPN Connection and password reset

·  Microsoft Outlook / Exchange

·  Hardware / Software Deployment and Removal

The North Texas Tollway Authority--Plano, TX                                          Jul 2013 – Oct 2013

Customer Support

·  Answering NTTA Support Helpline

·  Processing New and Current Customers Accounts

·  Resolving Customer Issues and Complaints

·  Payment processing and collection

 

Dell, Inc. -- Plano, TX                                                       Feb 2010 – May 2012

Client Technical Support – Product Services

·  Responsible for monitoring the operational system; answering a minimum of 60 incoming calls and emails daily.

·  Creating and updating OPAS trouble tickets, monitoring & supporting dataflow; basic system troubleshooting, issue resolution, and user account management.

·  Handling Tier 1 issues related to the implementation, administration, and support of installations, upgrades and overall maintenance of PC desktop systems, LAN/WAN, databases, anti-virus, other application software, and networking peripherals

·  Troubleshooting support for software and hardware

·  Managing queue for User Account Administration Tasks - Login, email, and password resets

·  Resolving and documenting problems when installing and upgrading systems and software

·  Maintaining and reports on internal and external performance metrics

·  Managing the queue within the call-tracking system to ensure that all tickets are escalated and/or closed incident resolution to customers with hardware, software, and application problems.
Strong working knowledge of computers, printers, laptops and common windows applications

·  Recognized for excellent customer service and responding to call high volume

·  Strong organizational, verbal, and written communications skills, as well as attention to detail

 

·  Portland Community College2005 – 2009

            Portland, OR

·  B.E.S.T. High School                                          2001 HS Diploma

            Kirkland, WA