Highly dynamic IT Help Desk Specialist experienced in providing top-notch support through many different channels of communication. Adept in troubleshooting complex issues and working to discover and implement real solutions.
07/2018 - 07/2022, IT Help Desk Associate, Beeway Communications, New York
- Managed a successful on-boarding experience for new customers by working to determine how to best utilize Beeway's features and functionality to best serve their business.
- Diagnosed, troubleshot, and worked to resolve service issues.
- Answered incoming customer support calls and created detailed tickets to track and resolve issues.
- Worked with the rest of the IT department on upgrades and software roll-outs.
- Provided exceptional computer and technology support to organizations.
- Installed and configured software and hardware for end users.
10/2015 - 06/2018, IT Help Desk Technician, Nextone, New York
- Performed remote troubleshooting using diagnostic techniques and relevant questions.
- Worked with customers to determine and implement the best solutions for their issues.
- Provided accurate information on IT products and services.
- Identified and suggested helpful improvements in procedures.
- Performed follow-up calls and visits and updated customer statuses and information.
- Installed and configured laptops, PC's/desktops, printers, and peripherals.
09/2010 - 05/2014, Bachelor of Science in Computer Science, Manhattan College, New York
- Graduated summa cum laude.
- English
- Dutch; Flemish
- IT Troubleshooting
- Leadership and Teamwork
- Technical Help Desk Procedures
- Critical Thinking and Problem Solving
- Advanced Knowledge of Computer Operations
- Listening and Responding Skills
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