Joanne Kuang
Scarborough,Ontario
Summary
Focused Service Desk Analyst with experience in providing technical support to customers by phone, email and chat base. Excellent in gathering customer information and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking. A well-rounded system administrator with an interest in consistently learning new skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Esri Canada
01.2023 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, teams chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Tested new software and hardware prior to deployment.
Receptionist Administrator
Go
12.2019 - 12.2022
- Answered incoming calls, directing clients to individuals addressing specific needs
- Monitored visitor access and maintained situational awareness to promote on-site security and safety
- Directed incoming calls to internal personnel and departments, routing to best-qualified department
- Restocked supplies and setting up equipment
- Acted as first point of contact and set appointments for prospective clients
- Collected and authorized payments of guests
- Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers
Internship Student
BigTech Inc
09.2016 - 01.2017
- Patched software and installed new versions to eliminate security problems and protect data
- Soldering components to circuit board and replace damaged capacitor’s
- Troubleshooting printer's, TV's, and speaker's
- Refill printer ink
- Packaged equipment
Education
Computer EngineeringTechnology
Seneca College
North York, ON09.2025
Middlefield Collegiate Institute
Markham, ON06.2019
Skills
- Customer Inquiries
- Office Equipment Management
- Providing Feedback
- LabJack, Raspberry Pi and Arduino
- Python, C and Java
- VMware
- Soldering
- Operating systems (Windows 7/8/10/11 and Linux)
- Component Replacements
- Tracking and Documentation
- Customer Communication and Empathy
- Hardware and Software Repair
- Organizational Skills
Accomplishments
- CCNA Routing and switching Network
Certification
- CCNA Routing and Switching Network
Timeline
Service Desk Analyst
Esri Canada
01.2023 - Current
Receptionist Administrator
Go
12.2019 - 12.2022
Internship Student
BigTech Inc
09.2016 - 01.2017
Computer EngineeringTechnology
Seneca College
Middlefield Collegiate Institute
- CCNA Routing and Switching Network
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