Summary
Overview
Work History
Education
Skills
Work Availability
Languages
Quote
Timeline
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LILLIAN SIEFKEN

LILLIAN SIEFKEN

Help Desk Support Analyst
San Antonio

Summary

  • Help Desk Technician with 10+ years quickly and effectively resolving customers' technical issues.
  • Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket.
  • Skilled at maintaining positive communications even in stressful situations.
  • Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach.
  • Expert in Microsoft System and macOS/ IOS user.

Overview

2
2
Languages
9
9
years of post-secondary education
20
20
years of professional experience

Work History

Help Desk Support Analyst

USAA/ IT
2020-12 - Current
  • Provided hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified options
  • Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles
  • Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution
  • Use the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention's
  • Respond to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
  • Troubleshoot client software and basic network connectivity problems remotely using Bomgar/Director
  • Identify, evaluate and prioritize customer problems and complaints
  • Maintain quality standards for incident documentation and phone calls
  • Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.Report about Service Calls ,Communicate response times for dispatched tickets to the customers
  • Manage the entire service request process ensuring adherence to SLA and Execute service requests such as setting up NT/Outlook accounts as per the SLA

Skills and Softwares.

  • Windows Operating systems
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000
  • Servers: Windows 2000, Windows 2003, Windows 2008,
  • Knowledge of Active Directory, Exchange 2003/2007
  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
  • Internet browsers (e.g. Explorer, Chrome, Firefox),
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • PDA and blackberry support ,Adobe Acrobat and other common desktop applications like Winzip, etc

Ambassador Resource Specialist( Contract)

LIVEOPS
2020-05 - 2020-10
  • Take inbound and outbound phone calls and answer any inquiries from our customers.
  • Offer support and while working with Customers.
  • Provide creative solutions to deescalate our caller's concerns.
  • Worked to improve and enhance patient lives through effective and compassionate care.
  • Adhered to all resident lifting and safe lifting instructions and rules.
  • Obtained patient information to properly record and document information, including demographics and medical histories.
  • Communicated regularly with patients about billing issues, appointments and procedures.
  • Managed incoming phone calls per to resolve patient inquiries and refer calls to appropriate departments.
  • Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
  • Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.

Technical Support Help Desk

APPLE INC
2016-08 - 2019-08
  • Resolve field maintenance events issues through trouble tracking, coordination, notification, escalation, and documentation of technical assistance requirements.
  • Restored and or prevent service interruption through proactive and reactive network surveillance and troubleshooting.
  • Performs basic administration, communication and enforcement of Change Management policies and procedures.
  • Performs basic administration, communication and enforcement of IT enterprise security policies and methodologies.
  • Handling customer technical support cases through phone and email submission.
  • Addressed and resolved technical problems that an end-user may have been experiencing such as hardware, software, and peripherals issues Created and fulfilled service tickets for end-users that required replacement systems, secondary systems, loaner systems and hardware upgrades.
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Submitted service tickets for equipment maintenance requests.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.

Executive Administrative Assistant

DIACON CORP
2015-08 - 2017-07
  • Process all document control of RFI submittals, change orders, correspondence, permits, drawings, specs, and reports in a systematic and traceable manner, assisted in processing certified payroll on prevailing wage jobs.
  • Receive and process payable invoices for the general contraction department by matching to a purchase order or contract.
  • Obtain cert Insurance for awarded projects.
  • Responsible for obtaining Construction Project Manager Approval's on monthly progress billings, change orders and project specific invoices and resolve any discrepancies.
  • Responsible in obtaining Certificates of Insurance for every assigned awarded project.

Marketing Representative/ Brand Awareness

OMEGA MARKETING
2011-05 - 2015-08
  • Designed and executed a weekly and monthly schedule to hit personal goals.
  • Establishing a contact and scheduling of clients.
  • Tracked and reported all marketing efforts using the outlook.
  • Office Management.
  • Data entry.
  • Answering Phones and screening.
  • Appointment Setting.

Computer Hardware Technician

SGI-USA
2010-06 - 2011-07
  • Designed and installed audio and multimedia projection system in main auditorium and various meeting rooms.
  • Diagnosing and repairing faults, resolving network issues, and installing and configuring hardware and software.
  • Maintain and install audio, visual, lighting and telecommunications.
  • Provide desktop support for networked computer systems.
  • Maintaining the audio/visual and lighting equipment Assisted In redesigning of Audio/Visual system.
  • Used diagnostic tools to identify hardware failures and replace non-functional components.
  • Answered calls and emails at company's help desk, assisting employees and customers with troubleshooting computer issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Backed up company data on regular basis, successfully recovering critical information after malware attacks.
  • Linked computers to network and peripheral equipment, including printers and scanners.
  • Configured hardware, devices and software to set up work stations for employees.
  • Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

Administrative Assistant/ Personal Assistant

TIBER CREEK CORP
2008-08 - 2010-04
  • Assisted companies in going public on the NYSE, AMEX, NASDAQ, OTCBB and Pink Sheets.
  • Also helps foreign private companies or foreign public companies with dual listings or ADR in going public.
  • Responsibilities and duties included:.
  • Designed and executed a weekly and monthly schedule to hit personal goals.
  • Establishing a contact and scheduling of clients.
  • Tracked and reported all marketing efforts using the outlook.
  • Office Management.
  • Data entry.
  • Orders for office supplies.
  • Office filing.
  • Answering Phones and screening.
  • Created a system that significantly enhanced the ease and accuracy of tracking client requests.
  • Marketing at Security trade shows and convention.
  • Pick-up, shipping and packing orders using UPS and FEDEX.

Administrative Assistant/ Online Sales

DAANS AUTO SERVICE
2003-02 - 2006-03
  • Answering Phones.
  • Consultative Selling Strategies.
  • Accounts receivable and payable.
  • Office Management.

Retail Sales Rep/Cashier Specialist

BANANA REPUBLIC
1999-06 - 2003-08
  • Dealt with Cash Transaction.
  • Opened banana republic Credit Cards.
  • Taking Phone orders.
  • Balanced and organized cash register by handling cash, counting change and storing coupons.
  • Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
  • Completed setup, breakdown and product preparation for promotional displays and in-store demonstrations.
  • Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
  • Greeted customers, helped locate merchandise and suggested suitable options.
  • Skilled using cash register including processing sales discounts and refunds.
  • Used POS system to process sales, returns, online orders and gift card activations.
  • Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
  • Generated brand awareness and positive product impressions to increase sales.
  • Issued receipts and processed refunds, credits, or exchanges.
  • Provided excellent customer service to cultivate loyalty and satisfaction.
  • Educated customers on promotions to enhance sales.
  • Trained new associates on cash register operations including opening, conducting customer transactions and balancing drawer.

Education

No Degree - Cyber security /Computer Science

Grand Canyon University
2019-01 - Current

Certification - Computer Repair And Services

Venice Skills Center
2009-01 - 2010-01

Associate of Arts - Liberal Arts/ Graphic Design

Santa Monica College
1999-01 - 2002-06

High School Diploma

University High School Charter
1995-01 - 1998-01

Skills

Data recovery

Application support

Software diagnosis

Desktop support

MS Office

Customer service expert

Technical documents comprehension

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

Swahili

English

Quote

Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt

Timeline

Help Desk Support Analyst

USAA/ IT
2020-12 - Current

Ambassador Resource Specialist( Contract)

LIVEOPS
2020-05 - 2020-10

No Degree - Cyber security /Computer Science

Grand Canyon University
2019-01 - Current

Technical Support Help Desk

APPLE INC
2016-08 - 2019-08

Executive Administrative Assistant

DIACON CORP
2015-08 - 2017-07

Marketing Representative/ Brand Awareness

OMEGA MARKETING
2011-05 - 2015-08

Computer Hardware Technician

SGI-USA
2010-06 - 2011-07

Certification - Computer Repair And Services

Venice Skills Center
2009-01 - 2010-01

Administrative Assistant/ Personal Assistant

TIBER CREEK CORP
2008-08 - 2010-04

Administrative Assistant/ Online Sales

DAANS AUTO SERVICE
2003-02 - 2006-03

Retail Sales Rep/Cashier Specialist

BANANA REPUBLIC
1999-06 - 2003-08

Associate of Arts - Liberal Arts/ Graphic Design

Santa Monica College
1999-01 - 2002-06

High School Diploma

University High School Charter
1995-01 - 1998-01
LILLIAN SIEFKENHelp Desk Support Analyst