Uploaded File
add photo
Patricia
PatriciaShine904@gmail.com
904-660-7378
Jacksonville, FL 32290
Helpdesk Technician
13 years experience W2
0
Recommendations
Average rating
29
Profile views
Summary

  • Effective communication and customer-service skills in providing technical support or fixing issues via phone and chat and building good rapport with clients or customers
  • Ability to diagnose and resolve on-site and remote computing problems
  • Well-developed understanding of best network security and industry practices
  • Analytical and problem-solving skills with keen attention to detail
  • Strong knowledge of networking principles, operating systems, LAN and WAN, Microsoft Office Suite and Windows, communication software, virus protection, peripheral hardware devices and other internal components
  • Ability to operate comfortably and effectively in fast-paced work environment, and effectively prioritize and execute tasks under pressure

Experience
Network Operations Analyst/ Onboarding Specialist
Information Technology
Jun 2019 - present
  • Created and made changes to end user accounts.
  • Configured end user devices such as laptops/desktops, printers, and shared office equipment.
  • Helped to maintain systems and provided overall support to internal and external customers.
  • Worked with internal IT resources to communicate both technical and non-technical requirements, proposed solution architecture, and supported implementation of new features and system upgrades
  • Capturing, tracking, coordinating and reporting all Heat/ServiceNow onboarding requests
  • Monitoring onboarding systems to ensure that hiring managers are completing necessary tasks in a timely manner
  • Coordinate account-opening process with Relationship Managers and other business units in order to complete all the documents required for both local and regional accounts
  • Created new hire and rehires credentials for network access
  • Developed and delivered applications solutions to comply with client’s defined technical specifications.
Windows ServiceNow Sales Desktop Support Help Desk Management Customer Service Salesforce Admin Desktops Solutions Architecture Database Upgrades Laptops Printers
Remove Skill
Analyst II-Business Support/ Clerk
Information Technology
Jun 2016 - Apr 2019
  • Uploading and creating profiles for telesales agents for five9.
  • Supported Clerks with processing payments, application submissions and ordering office supplies.
  • Monitor, maintain and manage Agent Onboarding and work processes.
  • Managed and/or modify audit reports that monitored, track and identify data issues
  • Develop Excel-based models and spreadsheets
  • Installed Java, salesforce and Five9 phone system on each agent’s system
  • Tier 2 Systems support for call center operations to include telephony and CRM tools with CTI across internal tools.
  • Provided Active Directory support including creating user account for multiple users, modifying Attributes, resetting passwords, changing the user display name. Enabled/disabled/deleted Inactive accounts.
Sales Actor Customer Service Java Microsoft Excel Call Center MS Active Directory Salesforce Telephony CRM
Remove Skill
Helpdesk Technician (overnight)
Information Technology
Jan 2017 - Aug 2017
  • Helped team facilitate the migration of all current XP users to Windows 10
  • Resolved both major and minor migration related issues as needed
  • Maintained and documented issue resolution and ticket tracking systems (ServiceNow & Salesforce)
  • Diagnosed, installed, and upgraded new software as well as removed any virus issues
  • Provided e-mail, phone, face-to-face and on-site helpdesk services for Archcoal, Hearst, Adecco and HPE
  • Consistently exceeded expectations in terms of customer satisfaction as well as with call volumes
  • Maintained composure during even the most frustrating of customers and situations
  • Approved Job Posting, Timesheets and Work Orders for Adecco Project Mangers
Salesforce MS Active Directory Microsoft Excel Java Data Integration CTI CRM Call Center Help Desk Management Telephony ServiceNow Windows
Remove Skill
Computer Support Specialists
Information Technology
May 2015 - May 2016
  • Delivered exceptional customer service to end-users by providing technical support related to Microsoft Products
  • Assisted in documenting, tracking, and monitoring problems to ensure a timely resolution
  • Responded to telephone calls, emails, and personal requests
  • Coordinated, diagnosed, and resolved incoming employee calls
  • Provided services to employees with technical problems and IT issues, including desktop, laptops
  • Provided case status updates to both management and end-users
  • Diagnosed and repaired PCs, including hardware component replacement, and virus cleanup
Windows Technical Support PCS Laptops Employ Disaster Recovery Database Backups Customer Service CASE
Remove Skill
Helpdesk/ Tech Concierge
Information Technology
Feb 2013 - Feb 2014
  • Assisted healthcare professionals via live chat, Phone and Email.
  • Helped client’s access and manage information that allows them to stay licensed and certified
  • Processing large amounts of documentation into CE Broker system
  • Provided desktop support to clients as needed, including showing clients how to use programs
  • Responded to requests for technical assistance in person via phone and remotely
  • Assisted the Help Desk Manager in supervision training and mentorship of student employees
Training MS Visio Employ Documentation Desktop Support
Remove Skill
Customer Service II/Team Lead
Information Technology
Aug 2008 - Feb 2013
  • Answer telephones and respond to customer requests.
  • Complete call logs and reports.
  • Recognize, document and alert the supervisor of trends in customer calls.
Customer Service
Remove Skill
Edit Skills
Non-cloudteam Skill
Education
Bachelor's in COMPUTER INFORMATION SYSTEMS
STRAYER UNIVERSITY 2020
Englewood High School 2007
Associate's in Computer Networks and Telecommunications
Florida State College at Jacksonville 2001
Skills
Customer Service
2021
9
Sales
2021
4
Actor
2019
2
Call Center
2019
2
CRM
2019
2
Desktop Support
2021
2
Employ
2016
2
Java
2019
2
Laptops
2021
2
Microsoft Excel
2019
2
MS Active Directory
2019
2
Salesforce
2019
2
Telephony
2019
2
Windows
2021
2
CASE
2016
1
Database Backups
2016
1
Database Upgrades
2021
1
Desktops
2021
1
Disaster Recovery
2016
1
Documentation
2014
1
Help Desk Management
2021
1
MS Visio
2014
1
PCS
2016
1
Printers
2021
1
Salesforce Admin
2021
1
ServiceNow
2021
1
Solutions Architecture
2021
1
Technical Support
2016
1
Training
2014
1
CTI
2017
1
Data Integration
2017
1