Ready for the job
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Location: Richardson, TX, USA
University: Strayer
Major: Criminal justice

Ready for the job

Catisa Proctor
540 Rockingham Dr. #137-1
Richardson, TX 75080
xxx-xxx-xxxx xxx-xxx-xxxx

• CaTisa Proctor is a Customer Service & Technical Support Professional who has 8+ years of experience working as a Helpdesk Agent & Tier 1 technical support.
• Currently at Insight Global, she has acted as team lead for upstarting contract, worked as a level 1 technician with some level 2 help desk functions for several clients using remote access to explain, troubleshoot and educate the clients on basic technology usage IE: Windows PCs, workstations, iPads, iPhones and Android devices.
• At JC Penney, she performed 1st level troubleshooting for JC Penney stores as relates to POS, scanners, store workstations, I-Devices, printers, troubleshoot hardware failures, store application errors, phone/voicemail issues, Windows 2003/2008 server errors, Microsoft Office and OS support, and password administration.
• CaTisa, has been responsible for tier 1 technical support, 1st call resolution, customer needs assessment to identify additional products to remedy situation, troubleshooting mobile devices, computers, routers, and software platforms such as Oracle, UNIX, Citrix, and MS Office platforms. • She prides herself on her outstanding customer service, ability to empathize with customers, provide solutions, and remedy situation resulting in a positive customer service experience.
• CaTisa is very excited about this opportunity to join JC Penney in a full-time capacity and has thoroughly enjoyed her time onsite up to this point; she would make a great, professional additional to any team.

Professional Proficiencies

• Customer Service
• Technical Support
• Troubleshooting
• Modems
• Routers
• Mobile Devices
• MS Office Suites
• Oracle
• Unix
• Citrix
• Conflict Resolution
• Customer Needs Assessment
• Active Listening
• Certified Apple Product Professional
Work Experience

Service Technician
Insight Global - Plano, TX January 2018 to September 2018
• Responsible for performing 1st and 2nd level troubleshooting for Surgical Care Affiliates as relates to computers, scanners, Hospital workstations, i-Devices, printers, etc.
• Troubleshoot hardware failures, store application errors, phone/voicemail issues, Windows 2003/2008server errors, Microsoft Office and OS support, and password administration.
• Ensure accurate and timely updates are made to Incidents using Service Now and BMC Remedy ticketing system.
• Review knowledge articles to resolve Incidents quickly showing continuous improvement in first contact resolution.
• Utilize Cisco phone system to answer calls, transfer calls and login/out for breaks.
• Provide excellent customer service which creates positive memorable customer experiences.
Customer Support Representative
JC Penney - Plano, TX
November 2016 to December 2017
• Responsible for performing 1st level troubleshooting for JC Penney stores as relates to POS, scanners, store workstations, I-Devices, printers, etc.
• Troubleshoot hardware failures, store application errors, phone/voicemail issues, Windows 2003/2008server errors, Microsoft Office and OS support, and password administration.
• Ensure accurate and timely updates are made to Incidents using BMC Remedy ticketing system. • Review knowledge articles to resolve Incidents quickly showing continuous improvement in first contact resolution.
• Utilize Avaya phone system to answer calls, transfer calls and login/out for breaks.
• Provide excellent customer service which creates positive memorable customer experiences.
Property Preservation Specialist
Safeguard Properties - Richardson, TX
September 2015 to November 2016
• Responsible for reviewing properties and apartment orders to identify repair needs of these properties if needed, per client and investor guidelines.
• Responsible for reviving repair records & orders and documenting these orders in the company's proprietary CSR system.
Helpdesk Agent
CompuCom - Dallas, TX
April 2014 to February 2015
• Responsible for effectively troubleshooting, resolving or routing caller to the appropriate department to assist end users within Microsoft Office Suites, Unix, Oracle, Citrix, windows, IE, and other various applications.
• Responsible for maintaining proper notation of the account and to offer preventative education to end users.
Technical Support Representative
IQOR - Richardson, TX July 2013 to March 2014
• Responsible for effective 1st tier troubleshooting assistance with customers regarding technical issue with their mobile device.
• Responsible for maintaining accounts by properly noting and updating account information.
• Performed any additional duties/activities assigned by management.
Technical Care Specialist
Sprint - Fort Worth, TX
August 2011 to January 2012
• Effectively troubleshot mobile phone using multiple systems & tools.
• Maintaining accounts using proper notations and updating account information.
Technical Care Specialist
T-Mobile - Frisco, TX
September 2009 to June 2011
• Effectively troubleshot mobile phone using multiple systems & tools.
• Maintained accounts using proper notations and updating account information.
Technical Support Rep
AT&T - Little Rock, AR
February 2007 to February 2009
• Effectively troubleshoot internet service via telephone.
• Troubleshoot basic computer setup and internet installation. • Developed steps for obtaining higher, First Call Resolution.
• Assisted peers with daily task when needed.
Education

B. A. in Criminal Justice in Criminal Justice
Strayer University - Little Rock, AR
2017
Diploma
Memphis City High School - Memphis, TN
Skills

Customer Service, Call Center, Customer Care, Customer Support, CSR

Techy, fast learner, immediately, ready