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More>Coco Panda
Help Desk Specialist with 4+ years of experience supporting Windows, macOS, Microsoft 365, Active Directory, VPN, and endpoint hardware in fast-paced business environments. Known for resolving tickets accurately, reducing repeat incidents, and delivering clear customer-focused support. Strong background in ITSM ticketing, account administration, documentation, and remote troubleshooting.
- Resolved an average of 45 Tier 1 and Tier 2 tickets weekly across Windows, macOS, Microsoft 365, and VPN issues, maintaining 96% SLA compliance.
- Administered user accounts, password resets, distribution groups, and access permissions in Active Directory, reducing onboarding-related access delays by 28%.
- Supported 600+ end users across five clinic locations through phone, chat, remote tools, and desk-side assistance with 4.8/5 satisfaction scores.
- Created 35 knowledge base articles for recurring incidents, improving first-contact resolution and cutting repeat how-to tickets by 22%.
- Provided front-line technical support for 300+ office and warehouse users, troubleshooting laptops, scanners, printers, Wi-Fi connectivity, and line-of-business applications.
- Imaged, configured, and deployed 120 Windows laptops using standardized checklists, reducing new-hire device setup time from two days to one.
- Escalated network, security, and application incidents with complete documentation, helping Tier 2 teams reduce average resolution time by 18%.
- Tracked assets and warranty repairs in the ticketing system, improving inventory accuracy from 82% to 97% within six months.
Focused on computer support, networking fundamentals, operating systems, and business software applications.
Coco Panda
Help Desk Specialist with 4+ years of experience supporting Windows, macOS, Microsoft 365, Active Directory, VPN, and endpoint hardware in fast-paced business environments. Known for resolving tickets accurately, reducing repeat incidents, and delivering clear customer-focused support. Strong background in ITSM ticketing, account administration, documentation, and remote troubleshooting.
- Resolved an average of 45 Tier 1 and Tier 2 tickets weekly across Windows, macOS, Microsoft 365, and VPN issues, maintaining 96% SLA compliance.
- Administered user accounts, password resets, distribution groups, and access permissions in Active Directory, reducing onboarding-related access delays by 28%.
- Supported 600+ end users across five clinic locations through phone, chat, remote tools, and desk-side assistance with 4.8/5 satisfaction scores.
- Created 35 knowledge base articles for recurring incidents, improving first-contact resolution and cutting repeat how-to tickets by 22%.
- Provided front-line technical support for 300+ office and warehouse users, troubleshooting laptops, scanners, printers, Wi-Fi connectivity, and line-of-business applications.
- Imaged, configured, and deployed 120 Windows laptops using standardized checklists, reducing new-hire device setup time from two days to one.
- Escalated network, security, and application incidents with complete documentation, helping Tier 2 teams reduce average resolution time by 18%.
- Tracked assets and warranty repairs in the ticketing system, improving inventory accuracy from 82% to 97% within six months.
Focused on computer support, networking fundamentals, operating systems, and business software applications.
