Service Desk Specialist

• Oct 2022 - Present

System Administrator

• Apr 2022 - Oct 2022

Configured and tested Windows Server operating systems with roles features. • Provided quality global phone support for all hardware, software, and proprietary applications Attention! Software • Researched and resolved technical issues and provided the necessary documentation to inform actions needed to avoid recurring problems • Maintained network hardware and software and monitored network to support network availability to end users. Configured and tested Windows Server operating systems with roles features. • Provided quality global phone support for all hardware, software, and proprietary applications Attention! Software • Researched and resolved technical issues and provided the necessary documentation to inform actions needed to avoid recurring problems • Maintained network hardware and software and monitored network to support network availability to end users.

NETWORK ADMINISTRATOR/LAB ASSISTANT

• Sep 2020 - Aug 2022

• Performed memory analysis on client and servers running Windows OS • Conducted analysis of computer security advisories, vulnerability scans, security audits, and risk assessments in order to improve company IT security posture and meet compliance requirements • Integrated hug information through courses, such as computer security. Network security, systems security and analysis. • Troubleshooting for network and servers; Responded and resolved all escalated network and server issues for internal users Show less

Customer Service Representative

• Sep 2016 - Oct 2020

Demonstrated the ability to provide exceptional customer service in a technical environment while consistently handling 10-15% of the total call volume • Maintained a consistently high customer satisfaction percentage rating of 90% while handling difficult and complex situations • Resolved product or service problems by clarifying the customer’s concern, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution Show less

Technical Support Representative

• Mar 2015 - Jan 2016

• Answer customer inquiries and transfer calls to appropriate department as necessary • Create, maintain, and update customer record with complete and accurate information • Ensure customer satisfaction by providing exceptional customer service • Perform other related duties as assigned by management • Answer customer inquiries and transfer calls to appropriate department as necessary • Create, maintain, and update customer record with complete and accurate information • Ensure customer satisfaction by providing exceptional customer service • Perform other related duties as assigned by management

Technical Customer Service Representative

• Jan 2014 - Feb 2015

• Received an average of 80% customer satisfaction rating to date, within the criteria of professionalism and compliance • Guided customers on installation and use of wireless devices and software. • Effectively resolved customer complaints by providing technical solutions to customer needs • Conducted advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries. • Received an average of 80% customer satisfaction rating to date, within the criteria of professionalism and compliance • Guided customers on installation and use of wireless devices and software. • Effectively resolved customer complaints by providing technical solutions to customer needs • Conducted advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries.