Service Desk Analyst

• Sep 2023 - Present

Swiftly resolves technical issues, manages support tickets, and collaborates with teams. Proficient in communication and adept at using ticketing systems, contributes to knowledge sharing, user training, and continuous improvement of IT support processes, ensures a seamless technology experience for the organization. Swiftly resolves technical issues, manages support tickets, and collaborates with teams. Proficient in communication and adept at using ticketing systems, contributes to knowledge sharing, user training, and continuous improvement of IT support processes, ensures a seamless technology experience for the organization.

Customer Experience Specialist

• Feb 2023 - Nov 2023

Sales Support Representative

• May 2022 - Feb 2023

Handled a high volume of outbound calls, providing customer service and addressing customer inquiries. Stayed up-to-date with product knowledge and industry trends to effectively communicate the value of the company’s products to customers. Record customer information and sales in our database, ensuring accuracy and attention to detail. Handled a high volume of outbound calls, providing customer service and addressing customer inquiries. Stayed up-to-date with product knowledge and industry trends to effectively communicate the value of the company’s products to customers. Record customer information and sales in our database, ensuring accuracy and attention to detail.

Customer Care Tech Tier II

• Jun 2021 - Jan 2022

Developed and maintained a complete understanding of company products and ongoing releases. Acted as customer liaison via phone, email, and remote control. Utilized SQL to conduct technical fault analysis & troubleshooting. Answered calls and e-mails in line with team KPIs. Kept customers (external and internal) informed of the status of their helpdesk issues through the use of Salesforce ticketing system. Monitored performance of installed software and hardware products via SQL. Responded… Show more Developed and maintained a complete understanding of company products and ongoing releases. Acted as customer liaison via phone, email, and remote control. Utilized SQL to conduct technical fault analysis & troubleshooting. Answered calls and e-mails in line with team KPIs. Kept customers (external and internal) informed of the status of their helpdesk issues through the use of Salesforce ticketing system. Monitored performance of installed software and hardware products via SQL. Responded quickly to urgent issues, escalating to product development team where required. Created documentation as needed. Show less Developed and maintained a complete understanding of company products and ongoing releases. Acted as customer liaison via phone, email, and remote control. Utilized SQL to conduct technical fault analysis & troubleshooting. Answered calls and e-mails in line with team KPIs. Kept customers (external and internal) informed of the status of their helpdesk issues through the use of Salesforce ticketing system. Monitored performance of installed software and hardware products via SQL. Responded… Show more Developed and maintained a complete understanding of company products and ongoing releases. Acted as customer liaison via phone, email, and remote control. Utilized SQL to conduct technical fault analysis & troubleshooting. Answered calls and e-mails in line with team KPIs. Kept customers (external and internal) informed of the status of their helpdesk issues through the use of Salesforce ticketing system. Monitored performance of installed software and hardware products via SQL. Responded quickly to urgent issues, escalating to product development team where required. Created documentation as needed. Show less

Security Officer

• Sep 2020 - Jun 2021

Patrolled and provided general security presence at assigned facilities. Patrolled and provided general security presence at assigned facilities.

Overnight Stocker

• Apr 2020 - Apr 2021

Provided services unloading the truck, resupplying the shelfs, and assisting customers. Operated power equipment such as the forklift, reach truck, and order picker. Provided services unloading the truck, resupplying the shelfs, and assisting customers. Operated power equipment such as the forklift, reach truck, and order picker.

Computer Lab Assistant

• Dec 2018 - Mar 2020

Managed general access labs and microlabs. Assisted students with computers, CCU accounts, and academic projects. Managed general access labs and microlabs. Assisted students with computers, CCU accounts, and academic projects.

Sales Representative

• Oct 2017 - Mar 2020

Provided computer services such as running diagnostic testing, PC setups, data transfers, installing operating systems (Windows), etc. Provided Excellent customer service, maintain and stocked shelves, unload the truck, work cash register. Provided copy and print services such as making copies, banners, spiral bound notebooks, etc. Provided computer services such as running diagnostic testing, PC setups, data transfers, installing operating systems (Windows), etc. Provided Excellent customer service, maintain and stocked shelves, unload the truck, work cash register. Provided copy and print services such as making copies, banners, spiral bound notebooks, etc.

Administrative Assistant

• May 2017 - Aug 2017