Experience

Nuspire

• United States
• Computer and Network Security
• 100 - 200 Employee

• NOC Analyst

  • Oct 2022 - Present



Homestar Financial Corporation

• United States
• Financial Services
• 300 - 400 Employee

• Help Desk Technician Lead

  • Feb 2021 - Oct 2022

  •Lead Helpdesk Team members, and direct helpdesk tasks as required. •Send out communications for weekly reports, and objectives. •Communicate with vendors and order equipment based on company needs. •Evaluate documented resolutions and analyze trends for ways to prevent future problems. Operational Management Field incoming help requests from end users via both telephone and e-mail in a courteous manner. •Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. •Build rapport and elicit problem details from help desk customers. •Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. •Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. •Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. •Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, deployment, configuring systems, and applications. •Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals, system updates, updating missing patches, responding to end request with S1. •Test fixes to ensure problem has been adequately resolved. •Perform post-resolution follow-ups to help requests. •Develop documentation for frequently asked questions lists for end users.



Kepler Group Countwise

• United States
• Retail
• 1 - 100 Employee

• Help Desk Specialist

  • Aug 2018 - Jun 2021

  Acquire and manage accounts; providing technical support to clients • Serve as the first point of contact for customers seeking technical assistance over the phone, email or ticketing system • Contact customers over the phone or email to perform remote troubleshooting and other technical support • Interact with customers to identify their needs while determining the best solution based on the issue and details provided by customers • Ensure maximum customer satisfaction by walking them through the problem-solving process • Escalate unresolved issues to the next level of support personnel for effective resolution • Provide remote assistance to onsite technicians with physical equipment installation



American Express

• United States
• Financial Services
• 700 & Above Employee

• Customer Care Professional

  • Apr 2016 - Feb 2021

  Provided exceptional customer service and sales support to prestigious American Express card members responding to their questions satisfactorily • Maintained tact and composure in handling all circumstances and educated customers on potential issues and how we can assist • Listened attentively to the real need, find what you can give the customer that they don’t know is there and create powerful solutions to get the job done the first time • Established and maintained customer relationships on every interaction that results in measurable customer value



Bullet Line

• Advertising Services
• 1 - 100 Employee

• Operational Specialist

  • Jul 2017 - Apr 2018

  Successfully completed front line processing of incoming imprint orders/ changes, involving the review/entry of all order information and qualifying of artwork • Effectively managed inventory as well as product info, pricing, special handling requests, imprint capabilities and shipping information • Established communication channel with customers to contact and resolve order issues while responding to their order specific inquiries regarding order and art information • Maintained cross-functional relationships with other operating areas to accommodate customer requests on an as needed basis • Demonstrated professional ethics to communicate and uphold policy and procedures verbally and written communication



Nearpod

• United States
• E-Learning Providers
• 300 - 400 Employee

• Customer Service Representative

  • Aug 2016 - May 2017

  Provided technical support to external and internal customers over the phone, email, and web by identifying and resolving issues associated with software and hardware • Worked closely with other teams (sales, product, and support) to share information from customers • Effectively handled issue escalation to other IT staff; communicating progress and resolution status to IT staff and customers • Documented procedures for special tasks such as installation of software and troubleshooting steps • Researched and maintained up-to-date knowledge of new technology