www.example.com
0019607734010
ameliajacobs@gmail.com
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Amelia Jacobs Service Desk Analyst
Providing technical support to employees and customers for more than a decade. I am hard working, informative, dedicated and efficient. I have the ability to understand queries without being in front of a system. I have been an effective telephone user for problem solving and designing new methods to increase productivity in terms of time and effort. I wish to work for an organization that is as advanced and forward as I am. I can be an asset in such an environment while I learn to improve my skills.

Work Experience

  • 7 Years & 4 Months

    Jun 2013 to Present

    The Mac and other systems
    Service Desk Analyst

    Responsible for helping callers solve issues with Mac computers and any other system that they worked on. I am also responsible for providing easy methods to solve issues with the network or computer software.

    I recieve calls and answer with solutions to basic IT problems. I also visit the colleges and schools where our computer systems are installed. Maintaining a good relation with regular customers is also a part of my office duties.

  • Feb 2004 to May 2010

    6 Years & 3 Months
    Pacific Computers Ltd.
    Service Desk Analyst

    Responsible for providing customers with helpful suggestions on which system to purchase. After sales queries and concerns of customers were my duty. I had to answer all questions patiently and assist customers in setting up their computers.

    My duties included being there for the customer whenever they needed to call and ask any computer related problem.

  • 8 Years & 6 Months

    Apr 1995 to Oct 2003

    Dolores Systems Ltd.
    Service Desk Analyst

    Was hired as a customer assistant. Learned a lot about computers and worked on DOS primarily. I was responsible for selling computers to organizations and colleges. I was in charge of calling institutes and work places and explain to them the benefit of computer programs and data bases.

    I was responsible for helping old customers with installation of Windows and also explained to them how the 1995 Windows program was used.

    I was responsible for answering all kinds of questions on phone. Became the Service Desk Analyst and helped all customers and office staff to manage work on their systems.

Education

  • 1990 - 1994

    California University
    Diploma Computer Studies
    A good student with strong communication skills and efficient solution providing abilities.
  • 1988 - 1990

    Santa Clara High School
    High School
    An exceptional student.

  • Languages

    English (US)
    Native or Bilingual Proficiency
    French
    Professional Working Proficiency
    Spanish
    Elementary Proficiency
  • Technical Skills

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    • Customer Relations
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    • Office Communication
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    • Problem Solving
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    • Applying Knowledge
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    • Telephone Etiquette
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    • Irate Caller Management
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    • Multi Tasking
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    • Team Worker
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    • Management
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    • Coordination
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  • Customer Support

    I helped several customers with problems related to computer systems and software.

    This required knowledge and patience which was evident during all calls.

    I have worked longer shifts in case a customer required help from me after office hours.

  • Office Support Work

    I looked after all IT related issues within the office. Answered queries by employees regarding computers and networking.

    I also organized a session with the employees to tell them about basic computers and also created an "emergency helpline".

Activities & Interests

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