Sharee Smith Email & Phone Number

Santa Barbara, CA, US

Dublin, Ireland, IE

• Delivered basic support and troubleshooting such as password resets,printer configurations and break/fix instructions.
• Answered queries by telephone or self-service ticket to support internaland outside computer hardware, software, network, application accessand telecommunications systems.
• Documented solutions and troubleshooting steps concisely in ticketingsystem and alerted other team members of new service solutions.
• Routed, tracked and managed client's service desk tickets from inceptionto close and documented issues and results.
• Analyzed and resolved IT problems to achieve complete resolution forcustomers with minimal productivity loss.

Atlanta, GA, US

• Developed, wrote and maintained detailed troubleshooting guide andknowledge base for use by other service desk staff and field service staff.
• Supported and assisted less experienced technicians in resolving clientissues requiring advanced or specialized expertise and experience.
• Fielded calls from field service engineers needing corporate support andresearched, routed, navigated or escalated to meet customer needs.
• Resolved issues on initial call 100% of time using internal knowledgebase, troubleshooting skills, experience and team resources.
• Routed, tracked and managed client's service desk tickets from inceptionto close and documented issues and results.
• Uninstalled and reinstalled basic software applications, resolvedusername problems, verified proper hardware and software setup,resolved network connectivity issues and corrected email irregularities.

Atlanta, GA, US

• Developed, wrote and maintained detailed troubleshooting guide andknowledge base for use by other service desk staff and field service staff.
• Routed, tracked and managed client's service desk tickets from inceptionto close and documented issues and results.
• Analyzed and resolved IT problems to achieve complete resolution forcustomers with minimal productivity loss.
• Documented solutions and troubleshooting steps concisely in ticketingsystem and alerted other team members of new service solutions.
• Entered commands and observed system functioning to verify correctoperations and detect errors.
• Evaluated software or hardware to recommend improvements orupgrades.

Basking Ridge, NJ, US

• Engaged in conversation with customers to understand needs, resolveissues and answer product questions.
• Kept records of customer interactions or transactions, thoroughlyrecording details of inquiries.
• Improved product knowledge on continuous basis to provide optimalHELP DESK ANALYSTNCR Solutions | Peachtree City, GA | February 2010 - September 2012SOFTWARE EXPERTISEservice and achieve sales quotas.
• Referred unresolved customer grievances to designated departments forfurther investigation.
• Supported sales team members to drive growth and development.
• Enhanced productivity and customer service levels by anticipating needsand delivering outstanding support.

Irving, Texas, US

• Delivered on-site technical support following software implementationand worked with managers to suggest product upgrades and changes.
• Kept customers informed about issue resolution progress and providedupdated estimated times of resolution on ongoing basis.
• Assisted customers by troubleshooting and resolving technical problems.
• Supported customers with online billing, access and account issues.
• Maintained composure and patience in face of difficult customersituations, applying de-escalation techniques and positive customersupport.
• Created new accounts, reset passwords and configured access to serversand file management software for users.

Bachelor Of Science - Bs, Information Technology

Associate Of Science (As), Computer Systems Networking And Telecommunications