Diana Evans Email & Phone Number

Livermore, Ca, Us

· Provide first-level technical support for hardware, software, and network issues, ensuring timely call response and high first-call resolution· Offer support via phone, email, and chat, delivering exceptional customer service while troubleshooting desktop/laptop issues, software errors, printer, and network connectivity problems.· Diagnose and resolve technical problems, including desktop/laptop issues· Collaborate with IT team members to identify recurring technical issues· Follows proper security protocols, including user authentication and data encryption· Escalate complex issues to higher-level support, ensuring efficient resolution and minimal disruption.· Document and track all support using Saleslogix, ensuring clear and concise communication for follow-ups and reporting.· Demonstrates strong soft skills, including active listening, empathy, patience, and effective communication

San Jose, California, Us

• Ensured 100% SLA compliance per ticket sent to security engineering team• Processed issues connecting to Internal Symantec software• Managed the renewing of all expiring internal SSL certificates • Created runbooks which included the network design, certificate information, and all other information on the application servers• Handled 20 tickets out of the 30 that are assigned to my group for resolution per day on Service Exchange to help users obtain elevated access to VPN and admin accounts for encryption• Performed over 10-15 Qualys scans per day by accepting tickets on service exchange, running the scans, and creating reports to send to the users who opened the tickets• Audited VIP, Symantec Encryption Desktop, and Symantec Endpoint Encryption, for internal device compliance

San Jose, California, Us

Troubleshooting 100% of users per day that submit tickets and have issues connecting to VPN (Virtual Private Network) which requires verifying user accounts in LDAP and VIP managerMonitoring all SSL Certificates each day that are about to expire and remind business owners to renew their SSL to ensure security on their websiteProcessing 20 tickets out of the 30 that are assigned to my group for resolution per day on Service Exchange to help users obtain elevated access to VPNResponding to alerts for DCS (Symantec Data Center Security) and inputting Service Exchange tickets to resolve issues regarding servers going offline, disks getting full and result in event logs stopping

Huntington Beach, Ca, Us

• Demonstrated strong hosting skills while taking guests to assigned seats and providing them with a good first experience.• Handled takeout counter and took orders for guests and walked food out to cars to ensure speedy service• Resolved guest issues by finding the root of the issue and coming to a conclusion• Organized and stocked all areas of the restaurant daily for optimal work flow during employee shifts• Counted cash drawer and made a cash log at the end of each shift to record my daily credit and cash report

Seattle, Wa, Us

• Produced very unique handcrafted beverages for every customer every day that resulted in a higher customer flow• Operated, cleaned, and calibrated espresso machines in a very precise way that allowed for an optimal espresso shots for every drink• Studied coffee from all around the world and found ways to inform customers of flavors, aromas, and what food to pair them with• Operated all Point Of Sale systems including the drive-through

Computer Networking, Bits And Bytes Of Computer Networking

Tech Support Fundamentals, Tech Support

Foundations Of Project Management, Project Management

Certificate Of Accomplishment In Cyber Security, Cyber Security

Education record

Education record