Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Diaz

Mundelein

Summary

Versatile and passionate Service Desk Agent with dedication to exceptional customer service.

Strong troubleshooting and diagnostic abilities. Willingness to take on added responsibilities to meet team goals.

Overview

8
8
years of professional experience

Work History

Customer Service and WIC Specialist

Ameda, Inc
03.2021 - Current
  • Assisted customers by providing tracking information and resolving shipping or merchandise issues.
  • Informed customers by email or telephone of order information such as unit prices, shipping dates and anticipated delays.
  • Issued RAs for in/out of warranty pumps.
  • Processed POs and reached out to customer regarding any discrepancies.
  • Created purchase request for equipment, setup and installed workstations for department in preparation for return to office.

IT Help Desk

CostPerCopy (CyVon)
12.2021 - 03.2022
  • Responded to support requests for computer hardware and software from end users and patiently walked individuals through basic troubleshooting tasks.
  • Collaborated with software vendors to conduct in-depth troubleshooting and address unresolved issues for clients.
  • Loaded software, granted permissions and configured hardware for new employees as part of the onboarding process.
  • Created and administered profiles and accounts (AD & Azure).
  • Developed call flows and put them into operation for the VOIP system.
  • Experience certifying network cables.


Service Desk Analyst II

United Arlines
03.2021 - 11.2021
  • Performed remote troubleshooting for mobile devices, printers, VOIP, Software installation issues, hardware, and monitors.
  • Analyzed issues to determining correct software or hardware solutions, and escalated incidents to next level of support following existing procedures outlined in KB articles.
  • Documented events, problems, and their resolution in the ticketing system - ServiceNow.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Assisted with password resets for mainframe systems and Apple devices (MDM).

ParentCare Specialist

Ameda, Inc
10.2017 - 07.2021
  • Documented conversations and troubleshooting steps. Escalated calls when required.
  • Implemented root cause analysis strategies to efficiently address and resolve customer complaints on the first call.
  • Performed general administrative follow-ups.
  • Conducted troubleshooting.

Data Integrity Specialist

H&R Block
10.2016 - 10.2017
  • Evaluated large datasets for quality and accuracy. i.e: reviewed records within two separate Enterprise IDs to determine if all records belonged to one unique entity or separate.
  • Completed linkage and separation requests as necessary.

Quality Control Lead

Flextronics
11.2015 - 04.2016
  • Provided observations, took measurements and performed tests at various stages according to quality control plan.
  • Carried out tests to identify bugs and generated reports for management.
  • Approved finished products by confirming specifications; conducted visual and measurement tests; returning products for re-work.

Education

High School Diploma -

Adlai E. Stevenson High School
Lincolnshire, IL
06.2015

Skills

  • Troubleshooting
  • Ticketing systems (ServiceNow, NetSuite)
  • Hardware and software support
  • Active Directory

Timeline

IT Help Desk

CostPerCopy (CyVon)
12.2021 - 03.2022

Customer Service and WIC Specialist

Ameda, Inc
03.2021 - Current

Service Desk Analyst II

United Arlines
03.2021 - 11.2021

ParentCare Specialist

Ameda, Inc
10.2017 - 07.2021

Data Integrity Specialist

H&R Block
10.2016 - 10.2017

Quality Control Lead

Flextronics
11.2015 - 04.2016

High School Diploma -

Adlai E. Stevenson High School

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Jessica Diaz