KT is a Desktop Support Specialist with 5+ years of technical support, 10 years of customer service experience, 5+ years of Ticketing experience, and great communication and interpersonal skills. KT has expert-level knowledge in Windows: XP, Win7,8 and 10; Microsoft Suite: Excel, Exchange, Outlook, PowerPoint and Word; Remote Support: 123Rescue, Bomgar, Netop, Go to Assist, Skype for Business and Webex. Their ten years of customer service experience in a call center environment has made them an expert in inbound/outbound calls, ticket routing and documentation. In their current position, KT is providing remote desktop support for a global enterprise comprising of 5,000+ users. KT provides IT Service Desk support that includes: initial problem determination, diagnostics and capture, resolution, customer status updates, transfer of service requests to appropriate IT or other workgroups, internal and external service level management and problem notifications to the customer and management teams. Her technical responsibilities include: Performing troubleshooting for: Customer Desktop Image, Network Connectivity, SSL VPN, VDI, and Webex Remote Access Technology/Procedures, Extranet access, Standard software and hardware, Printers and Peripherals, Customer Business Applications, Microsoft Software, Portable computing devices, Windows operating systems, Microsoft Office 2010/365, SharePoint, Accessing Server Path’s, File sharing/Transfer (ftp, network drives), Java installations/updates, etc. KT is well-versed at handling 100 in-bound calls a day, and has developed the level of professionalism to handle every level of internal or external customer.
Transportation, Software, Technology, and more
Desktop imaging, Windows 7. 8.1. 10, MS Office, Basic SharePoint, Mobile Device Configuration, Customer Support, Exchange, Outlook