West Palm Beach, Florida, United States
Multilingual IT professional with experience supporting end users, troubleshooting hardware and software issues, managing ServiceNow tickets, and contributing to IT projects and operational improvements. Experienced in technical support, systems analysis, hardware diagnostics, and enterprise IT environments. Currently pursuing a Bachelor's degree in Security and Network Assurance with a concentration in IT Forensics. Interested in opportunities involving IT operations, systems analysis, process improvement, governance, risk, compliance, and technology support. Fluent in English, French, Haitian Creole, and Spanish, with a strong ability to communicate across diverse teams and support users in multicultural environments. Passionate about problem-solving, continuous learning, and leveraging technology to improve business processes and user experiences.
- Diagnose and resolve complex network, hardware, and software issues in a fast-paced enterprise environment. - Provide remote technical support to end users using Splashtop, ensuring timely issue resolution and adherence to service standards. - Perform hardware deployments, motherboard replacements, system configurations, and device lifecycle support. - Manage, track, and document incidents and service requests through ServiceNow, maintaining accurate records and audit-ready documentation. - Train and support users in IT with best practices, security awareness, and troubleshooting procedures. - Participate in IT projects including Microsoft migrations, system upgrades, testing, deployment, and post-implementation support. - Follow established IT policies, procedures, and change management processes to support operational stability. - Collaborate with technical teams and business stakeholders to identify issues, document solutions, and improve support processes. - Maintain user account access and system configurations in accordance with organizational standards and security requirements.
• Interviewed applicants in Haitian-Creole, English and Spanish to obtain and verify information needed to determine eligibility for Food Assistance, Medicaid, and Cash Assistance. • Determined program eligibility in accordance with current regulations using a computer-based eligibility system. • Researched information provided by an applicant until satisfactory explanations regarding eligibility status is confirmed. • Established and maintained multiple electronic files and conducted regular reviews and updates. • Documented all communications and contacts with clients.
• Participated in discovery meetings with key customer stakeholders to determine architectural requirements for the integration of their Company's Software solution • Participated in the presentation of documentation on solution requirements to key customer stakeholders for validation and approval • Participated in basic integration implementations, enhancements and solution upgrades for customers • Participated in basic configuration and development for interface connections between the software solution and customer's enterprise application • Complied with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy
• Scheduled appointments • Assisted with opening new and prior customers’ accounts as needed. • Collaborated with my teammates to deliver professional and valuable customer service • Provided remote support over the phone in Creole, Spanish, English and French • Maintain the call center database and update the contact log. • Provide service by answering customer questions and offering assistance. • Handle customer complaints under company guidance and seek assistance when needed.
• Developed great relationships with customers and provided excellent service and support while teaching them how to use our software. • Consulted with businesses about solutions that would increase their performance during their implementation training. • Escalated technical and complaint cases using correct procedures when required • Problem solving by handling over 100 accounts and trained over 100 clients on how to use a SAAS. • Consulted with over 100 accounts and delivered relevant resources to deliver timely and effective resolution to any customer issues. • Provided remote support via zoom and over the phone to help clients set up their equipment (Mobile, web browser)
• Determined eligibility for expedited food assistance services • Explained eligibility to applicants and recipients applying/receiving public assistance in English, Haitian-Creole, Spanish and French • Recorded clients info into database based on intake of caller information; • Completed general clerical duties using computer to input data of clients who are applying for public assistance benefits • Conducted application registration • Worked independently on various projects that involved solving-problems with families who needed support using multiple websites. • Provide high-quality service while working in a demanding environment • Referred families to local agencies for assistance. Made 100s of referrals per month.