SUMMARY:

• Can operate on different types of Operating Systems all variations of Windows and Mac OS
• Efficient in building rapport and working with a team to reach a common goal
• Inquisitive, bold, target centric and result oriented.
• Strong oral and written communication skills.
• Self - motivated and result oriented with excellent interpersonal skills.
• Strong knowledge of Windows XP, Windows 7,Windows 10, Windows Server 2003/2008 operating systems.
• Worked closely with WebEx Hosting as well as adobe acrobat and connect

WORK EXPERIENCE:

Confidential

Help Desk Specialist

Responsibilities:

• Create, follow up and close service tickets using Remedy and Knowledge - based articles
• An understanding of HIPAA and HITRUST regulations
• Attended and participated in team meetings and in-service activities, as assigned
• Resolve issue if related to user error, user training or a task that can be resolved from front end (such as log-ins, configuration and access privilege)
• Ensure that issue resolution is delivered in accordance with applicable Customer SLAs
• Assist with special projects as directed, such as preparing monthly reports tracking issues and resolution time for each Customer, developing help sheets and knowledge base articles for end users
• Apply diagnostic utilities to aid in troubleshooting windows 7 and 10, as appropriate
• Verify issues on the system through testing on the reported application session

Confidential

Help Desk Associate

Responsibilities:

• Create, follow up and close service tickets using Remedy and Knowledge-based articles
• New user PC setup, installing applications, adding to OU, printer and network drive mapping
• Assisted clients and staff with Microsoft Outlook to create PST folders, calendar appointments, and view new emails, setting up out-of-office message, email groups, and email accounts.
• Troubleshoot desktop, laptop and printer hardware issues
• Trouble-shoot using SMS/Remote Desktop to assist clients with basic PC issues including Outlook mailbox maintenance, network printer configuration, remote application installation and hardware configuration
• Implemented password reset, battery checkup, software upgrade for blackberry users.
• Unlocked Network account, password reset, and verified admin rights using Active Directory
• Trouble-shooting on various PC, hardware and applications
• Author and verify Knowledgebase articles to assist other technicians with possible reoccurring issues
• Escalate tickets to the proper Level 2 and Level 3 groups to quickly and accurately resolve high priority tickets

Confidential

Customer Support Specialist

Responsibilities:

• Offered Apple support to clients ranging from small to medium size businesses
• Offered help desk assistance to staff remotely, by telephone, email, onsite
• Offered password reset to clients using remedy and Eticket
• Partnered with Tier II and Tier III help desk peers based in the US to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.
• Offered laptop and desktop antivirus support too clients and staff
• Followed standards of procedure too effectively resolve routine staff and client questions and problems via telephone fax, and email
• Offered helpdesk support for hardware, software and mobile devices
• Create help desk documentation with step by step instructions on problem resolving techniques

Confidential

Customer Support Associate

Responsibilities:

• Resolved between 35-40 calls per day using Eticket as a ticketing system
• Partnered with Tier II and Tier III help desk peers based in the US to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions
• Application of defined practices, procedures and company policies to triage, troubleshoot, resolve issues and address routine customer questions on above segments. 
• Researching using knowledge base and leveraging tool kits to seek out and deliver the right answer to the customer
• Virtualized hardware using a guest operating system hardware, video adapters and network adapters using VMWare
• Actively contributes to the knowledge base content by linking, flagging and recommending updates.  
• Demonstrates a sincere desire for a quality user experience and understands the impact of "Net Promoters"  
• Routine customer interactions using a computer, while communicating with multiple customers concurrently or handling multiple tasks
• Assists multiple customers concurrently with strong software troubleshooting abilities in a Desktop and Online environment

Best Buy

Mobile Sales Consultant

Responsibilities:

• Focus on selling wireless products and services to new and existing customers
• Possessed an aspiration to work in fast paced environment with minimal supervision.
• Build a book of business through in-store customer engagement, referrals and outbound calls
• Escalated more composite issues to a higher level of support.
• Partner with Tech associates to promote the wireless program and sell mobile broadband devices
• Build expertise on products and services by completing training modules
• Provide an inviting environment for the by maintaining a neat and clean area
• Organize and maintain accurate records or customer contracts
• Adhere to all company policies procedures & safety standards
• Offered great help desk service assistance to staff remotely, by telephone, or email.