I have almost 7 years in the help desk/customer service experience. I love technology and helping people troubleshoot their technological issues. I easily stay calm under pressure and give amazing instructions and explanations. I always work hard and have strong team work skills when needed.
Experience
The Computer Store
Mar 2018 – Nov 2024
Minot, ND, 58701
Help Desk Technician Specialist
Provided high-volume technical support, handling 200+ daily calls to assist customers with internet, email, device, and TV issues. Performed Layer 1 and 2 troubleshooting using tools like Wireshark and internal systems, ensuring efficient issue resolution and accurate ticket escalation. Maintained detailed records to support team continuity and service quality.
Conduent inc
Sep 2021 – Oct 2021
Rio Rancho, NM, 87124
Tier 1 Apple Support
Handled 300+ daily calls providing Tier 1 support for Apple iOS devices including iPhone, iPad, Apple Watch, and Mac. Assisted with basic troubleshooting, coordinated escalations to appropriate departments, and scheduled Genius Bar appointments. Maintained detailed issue logs for future reference.
