Chrissy at Work
Learning Code and all things Tech
About Me
I am an IT Professional with many years experience in technical support. I am an active continuous learner.
I am in the process of getting my compTIA A+ certification, And am learning Full Stack Development.
I love my Linux machine and try to learn more about the capabilities this OS can provide.
Hardworking, accustomed to fast-paced call center environments. Quickly and effectively understands documents and resolves customer concerns by actively listening, driving satisfaction while meeting demanding business objectives. Well-versed in customer care standards and best practices.
Work Experience
Present
Service Desk IT Support Analyst
Remote, USA
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Resolved over 3,000 technical support requests, maintaining a 97% customer satisfaction rate by utilizing remote desktop tools like Bomgar and knowledge bases within Service Now
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Maintain the overall desktop environment for Windows, Linux and Mac users, including hardware installation and troubleshooting, software installation, configuration and support for VPN and other network related issues
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Provide quality, timely assistance via Talk Desk telephone, email, and ITSM tools to clients experiencing technical issues or requesting other technical assistance
Tools used:
Service Now, SharePoint, Windows OS, Intune, Tungsten, Agile, Oracle, Lotus Notes, Citrix, Defender, Entra, IGA, PAM, Intune, AD
2019 - 2024
Technical Support Consultant Tier 2
Kornwestheim, Germany
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Troubleshooted In-house Diagnostic Laboratory Instruments presenting with Errors, Discrepancies
or any inquiries as well as connectivity and software related issues utilizing different analytical metrics -
Supported customers in Native German and Native English in a B2B setting mainly incoming calls
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On-boarding and Coaching Assistance for internal coworkers as well as external customers
Tools used:
Sales Force, SAP, Genesys, Windows OS, Idexx custom Practice Management Software and Machine Analytics tools
2001 - 2020
Tattoo Artist
Ludwigsburg, Germany
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Managed the entire workings of my small business including bookkeeping, tax preparations as well as all web design and any and all administrative tasks
1997 - 2001
Service and Quality Assurance Agent
Korntal- Münchingen, Germany
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Utilized reports and data analytics to optimize internal procedures
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Processed customer complaints, bringing nearly 92% to a positive conclusion
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Investigated and tracked all service quality cases, escalating to direct management and conducted thorough inspections of products to ensure adherence to established standards and specifications
Skills and Qualifications
Qualifications
Certified in Customer Service Skills and QuickBooks Online Essentials Training
as well as in Basic IT support
Bilingual: English, German
Team Player
Self-motivated
Skills
OS: Windows 10/11, some mac OS, Linux
CRM: SAP, Salesforce, Service Now, Beacon
Other applications: Oracle, AD, Intune, Agile, Tungsten, Entra, Paulo Alto Global Protect
Office administration tools: Microsoft 365 Suite, Google Workspace
Office tools: Genesys, Avaya, Teams Meetings, Google Meet
Continues learning: Training for CompTIA A+ Certification, Python
Projects: VM on VB using AD for practice/training, Setup a GitHub page as well as a website, Setup a SQL Server in a VM, Creating a Python Project for more practice working with for loops and the random Python module.
