Yazmine Bagan
Greenville
Summary
Detail-oriented professional with a strong background in IT support and customer service. Skilled in critical thinking and effective problem resolution, committed to improving user satisfaction and operational workflows through innovative solutions.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT Support Technician
Craven County Government
New Bern, NC
12.2024 - Current
- Provided technical support for hardware and software issues across multiple departments.
- Assisted users in troubleshooting network connectivity problems and system malfunctions.
- Collaborated with team members to implement software upgrades and patch management.
- Monitored and maintained help desk ticketing system to ensure timely issue resolution.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Managed high levels of call flow and responded to technical support needs.
Administrative Assistant
Craven County Government
New Bern, NC
09.2022 - 12.2024
- Managed scheduling and coordination of meetings for departmental staff.
- Assisted in preparation of official documents and reports for government operations.
- Streamlined office procedures to improve efficiency in administrative tasks.
- Maintained accurate records and databases, ensuring data integrity and confidentiality.
- Provided front desk support, addressing inquiries and directing visitors appropriately.
- Trained new administrative staff on office policies and software systems.
Customer Service Representative
University PC Care
Greenville, NC
05.2017 - 09.2022
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Streamlined ticketing processes to improve response times and increase operational efficiency.
- Mentored junior staff in best practices for customer interaction and service delivery standards.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled HR management (on-boarding, off-boarding, payroll, benefits management, etc.) and coordinated with third-party resources to complete associated employee needs.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Provided technical support for hardware and software, ensuring prompt resolution of user problems.
Sales Associate
Furniture Fair
Greenville, NC
10.2016 - 04.2017
- Guided customers in selecting furniture that meets their needs and preferences.
- Maintained knowledge of current inventory, pricing, and promotions to assist clients effectively.
- Collaborated with team members to create visually appealing displays that enhance customer experience.
- Processed transactions accurately using point-of-sale systems while ensuring customer satisfaction.
Officer Manager
Law Office of Grant J. Robinson
Mount Holly, NJ
09.2012 - 01.2016
- Managed case files and documentation to ensure compliance with legal standards.
- Coordinated communication between clients, attorneys, and external parties for efficient case management.
- Drafted legal documents including pleadings, motions, and correspondence to facilitate court proceedings.
- Oversaw workflow processes to enhance office efficiency and reduce turnaround time for client requests.
- Implemented new filing system that increased accessibility of records and streamlined document retrieval processes.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Handled IT needs (recommended upgrading equipment and software) to keep office up to current operating standards and meeting minimum requirements for required software such as Best Case Bankruptcy Software and LexisNexis.
Education
Associate of Arts - Information Technology
University of Phoenix
Tempe, AZ07-2020
High School Diploma -
Burlington County Institute of Technology
Westampton, NJ06-2012
Skills
- Hardware installation
- Remote desktop support
- Help desk support
- Ticketing system experience
- Mobile device management
- Asset management
- Printer support
- Active Directory management
- Software deployment & installation
- Customer service
- Data entry & clerical support
- Critical thinking
- Office administration & Administrative support
- Microsoft Office Suite
- Adobe Pro
Certification
LinkedIn Credentials through LinkedIn Learning:
- Administrative Professional Foundations
- Customer Service: Call Control Strategies
- Human Resources: Protecting Confidentiality
University of Phoenix Certification:
- Remote Desktop Support (supported by Microsoft)
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
IT Support Technician
Craven County Government
12.2024 - Current
Administrative Assistant
Craven County Government
09.2022 - 12.2024
Customer Service Representative
University PC Care
05.2017 - 09.2022
Sales Associate
Furniture Fair
10.2016 - 04.2017
Officer Manager
Law Office of Grant J. Robinson
09.2012 - 01.2016
Associate of Arts - Information Technology
University of Phoenix
High School Diploma -
Burlington County Institute of Technology