Help Desk Technician
Phoenix, Arizona Area
- Past
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- Help Desk Technician at Countrywide Financial Corporation
- FHA Applications Coordinator at Countrywide Home Loans
- Solutions Specialist at Cable One
- Sales and Support Specialist at Go Daddy
- Technical Support Specialist at Convergys
- Technical Support Specialist at Keane
- Direct Sales and Service, Web Services at Intuit, Inc.
- Education
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- University of Phoenix
- Connections
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30
connections
- Industry
- Information Technology and Services
- Websites
Tonya Topete’s Summary
Currently studying for A+ and Network+ certifications. Long term goals include all CompTIA certifications and Cisco Certifications.
Projects: Heathkit Continuing Education, Microprocessors, learning system model ET-3400A.
Tonya Topete’s Specialties:
Windows 95-XP, Office 2000-2003, Lotus Notes 6-7, Remedy.
New hire training and QA.
Remote tools: SMS, PCAnywhere, Windows XP Remote Desktop and Assistance.
Tonya Topete’s Experience
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Help Desk Technician
Countrywide Financial Corporation
(Public Company; 10,001 or more employees; CFC; Financial Services industry)
November 2005 — August 2008 (2 years 10 months)
• Inbound phone/email support for employees at corporate/branch locations.
• Remote desktop support via SMS Remote Tools, PCAnywhere, Windows XP Remote Assistance and Desktop Connection, NetMeeting.
• Assist with network login/connectivity for Windows 2000 and XP.
• Assist with resetting users' AS/400, Balboa mainframe, and network passwords.
• Lotus Notes 6, 6.5, 7 - configure email accounts and troubleshoot application.
• Troubleshoot Windows 2000/XP, RightFax, Remedy, Microsoft Word and Excel 2002-2003, and VPN connections.
• Submit Remedy ticket requests for network administration/local telecom/desktop support.
• Enterprise activation for Countrywide-issued BlackBerrys, assisting with service provider account issues.
New Hire Trainer:
• Train new hires on support phone calls, spending one to two weeks listening in, taking calls, and navigating through tools.
• Reinforce training objectives, assist with troubleshooting, and critique new hires on the QA criteria. -
FHA Applications Coordinator
Countrywide Home Loans
(Public Company; 10,001 or more employees; CFC; Financial Services industry)
October 2007 — August 2008 (11 months)
• Grant access to the FHA Connection web site to current employees directly authorized by HUD.
• Set up pre-approved access rights to system applications and specific functions.
• Update non-secure user information, reset user passwords, and adding/terminating user access rights. -
Solutions Specialist
Cable One
(Public Company; 1001-5000 employees; WPO; Telecommunications industry)
July 2003 — November 2005 (2 years 5 months)
• Inbound phone support for cable Internet service, troubleshooting Internet and email issues.
• Process call requests via Remedy.
• Assist users in setting up email clients (Outlook/Outlook Express/Netscape Navigator/Thunderbird), creating/deleting email accounts, and resetting passwords.
• Modem registration - set up new users on Win 95-ME, WinXP, MAC OS 9 and 10.
• Network setup - add routers and other PCs to the Internet connection.
• Wireless network connection support with Windows XP and Motorola cable modems.
Peer Mentor/Coordinator:
• Create/implement schedules for peer-to-peer mentoring.
• Submit weekly reports on past/current team progress and events.
• Host team meetings, implement brain bust sessions.
New Hire Trainer:
• Train new hires on support phone calls, spending one to two weeks listening in, taking calls, and navigating through tools.
• Reinforce training objectives, assist with troubleshooting, and critique new hires on the QA criteria. -
Sales and Support Specialist
Go Daddy
(Privately Held; 1001-5000 employees; Internet industry)
June 2003 — July 2003 (2 months)
• Inbound phone and email support for billing accounts (creation, renewal, and deactivation), web hosting applications, domain creations and renewals, and email accounts for Go Daddy, Domains by Proxy, and Wild West reseller customers.
• Determine customer needs and provide appropriate sales solutions with suggestive selling where possible. -
Technical Support Specialist
Convergys
(Public Company; 10,001 or more employees; CVG; Information Technology and Services industry)
February 2001 — May 2003 (2 years 4 months)
• Microsoft outsourcer - inbound phone support for home users.
• Assist with setup, startup and shutdown problems, installing software, printing, Internet issues, and home networks for Windows ME and XP.
• Process all call requests via Clarify.
• Author of Microsoft knowledge base articles for Windows 98 (311255 and 312493) and Windows XP (326679 and 812247).
• Creation and distribution of the weekly project newsletter.
• Member of the employee satisfaction team. -
Technical Support Specialist
Keane
(Privately Held; 5001-10,000 employees; KEA; Information Technology and Services industry)
July 2000 — February 2001 (8 months)
• Microsoft outsourcer - inbound phone support for home users.
• Assist with setup, startup and shutdown problems, installing software, printing, Internet issues, and home networks for Windows 95, 98, and ME.
• Process all call requests via Clarify. -
Direct Sales and Service, Web Services
Intuit, Inc.
(Public Company; 5001-10,000 employees; INTU; Computer Software industry)
November 1999 — April 2000 (6 months)
• Inbound phone and web support for customer accounts (creation, deactivation, and billing), software sales, and general information about Quicken and TurboTax.
• Determine customer needs and provide appropriate sales solutions with suggestive selling where possible.
Tonya Topete’s Education
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University of Phoenix
Bachelors of Science, Information Technology, 2003 — 2005
Additional Information
Tonya Topete’s Websites:
Tonya Topete’s Groups:
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GoDaddy Alumni Network -
Countrywide IT Alumni -
BOINC Users
Tonya Topete’s Contact Settings
Interested In:
- career opportunities
- new ventures
- job inquiries
- expertise requests
- business deals
- reference requests
- getting back in touch
