TORI LIGHTY
Lanham,MD
Summary
IT professional skilled in technical support and customer service. Proven ability to diagnose and resolve variety of technical issues while ensuring seamless operations. Collaborative team member known for adaptability and focus on achieving optimal results.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Service Desk Technician
Enterprise Integration
08.2024 - Current
- Managed high levels of call flow and responded to technical support needs.
- Assisted users remotely or in-person to diagnose and resolve hardware, software, or network-related issues efficiently.
- Used ticketing systems to manage and process support actions and requests.
- Achieved consistent positive performance reviews from both customers and management, reflecting dedication towards delivering top-notch support services.
Help Desk Support Intern
THE MIL CORPORATION
05.2024 - 08.2024
- Assisted end-users with software installation and troubleshooting, increasing productivity.
- Managed inventory of computer equipment, maintaining adequate resources for user needs while controlling costs effectively.
- Created user accounts and assigned permissions.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
Customer Experience Specialist
Nordstrom
04.2022 - 06.2024
- Analyzed customer feedback and complaints to identify areas of improvement in the customer experience process
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Provided technical support to customers and troubleshoot their queries
- Engaged with customers via phone, email, chat or social media platforms for responding to their inquiries
- Oversaw staff performance when handling difficult customer situations or disputes
Customer Sales Expert
Best Buy
03.2021 - 06.2024
- Provided exceptional customer service to ensure customer satisfaction
- Educated customers on product features to help them make informed purchasing decisions
- Provided technical support and guidance to clients in resolving their computer problems
- Trained users on the use of newly installed software programs and applications
- Assisted in the installation of new operating systems and software packages
- Identified engineering documentation and maintenance manuals to assess design configuration and conduct repair actions
Tier 1 and 2 Support Specialist
R. Emmanuel Bell Consulting
11.2023 - 05.2024
- Install software, modify, and repair hardware and resolve technical issues
- Conducts data entry tasks, ensuring the accuracy and completeness of information
- Manage Windows workstations including desktops, laptops, and tablets
- Process incidents/requests in a high pressure, time sensitive environment via phone, email, and desk side
Education
Criminal Justice
Bowie State University
High School Diploma -
Charles Herbert Flowers High School
06.2022
Skills
- Ticketing system
- Remote support
- Software installation
- Hardware support
- Operating systems
- Ticket management
- Data entry
- Microsoft office specialist (MOS) expert
Certification
- CompTIA A+
Timeline
Service Desk Technician
Enterprise Integration
08.2024 - Current
Help Desk Support Intern
THE MIL CORPORATION
05.2024 - 08.2024
Tier 1 and 2 Support Specialist
R. Emmanuel Bell Consulting
11.2023 - 05.2024
Customer Experience Specialist
Nordstrom
04.2022 - 06.2024
Customer Sales Expert
Best Buy
03.2021 - 06.2024
Criminal Justice
Bowie State University
High School Diploma -
Charles Herbert Flowers High School
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