Jacquelyn Ganzon
San Diego
Summary
Dynamic Helpdesk Analyst with extensive experience at Xerox Business Solutions, excelling in remote technical support and network troubleshooting. Proven ability to resolve complex issues while delivering exceptional customer service. Skilled in software installation and effective communication, consistently enhancing client satisfaction and operational efficiency.
Overview
22
22
years of professional experience
Work History
Helpdesk Analyst/Digital Remote Support
Xerox Business Solutions
01.2013 - Current
- Resolve Xerox print driver software/firmware, network issues and technical calls via telephone and remote troubleshooting.
- Provided remote support on Windows 7,8,10,11 -Mac OS 10.X14, Server 20xx, Citrix and iOS (airprint) and Android.
- Utilized TeamViewer, GotoAssist, and Logmein Rescue for both remote PC and printer hardware resolutions.
- Supported Xerox products such as All Workcenter, Phaser, Versalink, Altalink, Primelink models. As well as HP, Brother, Konica, Ricoh printers.
- Dispatch Xerox onsite technicians for onsite support.
- Administer daily problem solving for clients seeking help in resolving technical issues/hardware problems and inquiries.
- Create Xerox service work orders for unresolved technical issues and process advance exchange orders.
- Continuously learn about new Xerox products, services, company offers and internal processes.
- Coordinate work with other departments and functional areas across the company to meet the needs of our Xerox clients.
- Promote and provide excellent customer service to Xerox internal and external clients.
Tech Support/Customer Care/Repair Technician
Muzak LLC
01.2004 - 12.2012
- Repair Technician/Tech Support for drive through systems. Headsets, base stations, timers etc.
- Dispatch and remote support for both clients and onsite technicians.
Education
Mesa Collage - Computer Information Science
Mesa Collage
01.2012
GED -
Morse High School
01.2002
Skills
- Strong phone skills
- Software installation
- Network troubleshooting
- Print management
- Hardware diagnostics
- Remote technical support
- Problem solving
- Effective communication
- Analytical problem solving
- Workflow Analysis
- Data processing
- Communication skills
- Customer service skills
- Excellent listening skills
- Verbalization skills
- Written skills
- Ability to work independently
- Real-time problem solving
- Reasoning ability
- Information retention
- Organizational skills
- Follow through skills
- Prioritization skills
Accomplishments
- Consistently received positive feedback from clients/customers and created repeat business by developing long-term relationships with customers and clients.
- Completed Xerox Learning courses on copier functions and remote instruction led courses. Won 1st place for Level 3 employees remote challenge with gross RCA 86.1%.
- Building hardware/network connectivity technical skills to help in reaching team goal of 46.2% remote call closes by year end 2023. Advancing to Level 3 position.
- Been with the company since 2013 and has advanced from Level 1 Call Center Representative to Level 2 Helpdesk Analyst 03/2020. For the most remote solves.
- To Level 3 - Closing average of 10.6 calls per day. 5.6 calls above a field technician could close.
- Won 1st place for L3 employees in the remote call close challenge.
- Was awarded Presidents Club trip to Hawaii on the second year of employment. Top performer.
References
- Antonio Fahme, 619-708-5824, antonio.fahme@xerox.com
- Anne Losak, 760-681-7303, annelosack@gmail.com
- Matt Baxley, 858-337-8336, matthew.baxtley@xerox.com
- Tony Barba, 909-565-5167, tony.barba@xerox.com, Current MGR
Career Overview
Helpdesk Analyst/Digital Remote Support, Xerox Business Solutions, 12, True, Resolve Xerox print driver software/firmware, network issues and technical calls via telephone and remote troubleshooting., Provided remote support on Windows 7,8,10,11 -Mac OS 10.X14, Server 20xx, Citrix and iOS (airprint) and Android., Utilized TeamViewer, GotoAssist, and Logmein Rescue for both remote PC and printer hardware resolutions., Supported Xerox products such as All Workcenter, Phaser, Versalink, Altalink, Primelink models. As well as HP, Brother, Konica, Ricoh printers., Dispatch Xerox onsite technicians for onsite support., Administer daily problem solving for clients seeking help in resolving technical issues/hardware problems and inquiries., Create Xerox service work orders for unresolved technical issues and process advance exchange orders., Continuously learn about new Xerox products, services, company offers and internal processes., Coordinate work with other departments and functional areas across the company to meet the needs of our Xerox clients., Promote and provide excellent customer service to Xerox internal and external clients.
Timeline
Helpdesk Analyst/Digital Remote Support
Xerox Business Solutions
01.2013 - Current
Tech Support/Customer Care/Repair Technician
Muzak LLC
01.2004 - 12.2012
Mesa Collage - Computer Information Science
Mesa Collage
GED -
Morse High School