Kerssy F.
Mid-Level Help Desk Coordinator
Open to offersNew to PlatformAbout
Kerssy F. is a dedicated Help Desk Specialist with over a decade of customer service excellence and more than seven years of technical troubleshooting and systems support. At UpCasa Technology Services in Englewood Cliffs, NJ, Kerssy has effectively managed service boards, functioned as a single point of contact for clients, and coordinated issues requiring escalation. Experienced in operating systems such as Windows OS and macOS, Kerssy is skilled in using professional services automation tools like ConnectWise Manage, Datto RMM, and IT Glue. In the realm of identity and access management, Kerssy commands expertise with Active Directory and QuickPass. Leveraging Microsoft Office 365, Kerssy provides comprehensive cloud support. Demonstrating strong skills in unified communications and mobile device management, Kerssy has handled VoIP systems and IBM MaaS360. Kerssy holds a B.S. in Computer Science from William Paterson University, supplemented by several industry certifications, including CompTIA A+ and Microsoft 365 credentials.
Experience
Service Desk Coordinator
UpCasa Technology Services · 2022 — PresentOversee the Service boards for new ticket submissions and allocate them to the 1st Response Resolution Team. Act as the primary contact for customers regarding problem identification and resolution for escalated issues. Consistently monitor the Teams Help Desk Communications Channel and prioritize all incidents for effective escalation. Facilitate prompt responses to client requests and serve as an escalation point while providing Help Desk Support as necessary. Available for off-hours on-call rotation.Help Desk Technician
UpCasa Technology Services · 2019 — 2022Offered troubleshooting assistance and remote support to more than 500 client sites using Screen Connect and Datto RMM. Supported both managed and unmanaged applications. Developed and addressed tickets in a timely manner, managed Active Directory Microsoft 365 user accounts, and resolved a range of issues including printing/scanning, email, network, and applications. Escalated unresolved issues and participated in off-hours on-call rotations.Help Desk Dispatcher
UpCasa Technology Services · 2018 — 2019Monitored and managed incoming client requests, ensuring proper dispatch to appropriate resources. Served as the single point of contact for clients concerning service requests. Recorded time and expenses in ConnectWise as they occurred, and processed service requests and incidents via email, manual entry, or direct customer input. Kept clients updated on incident progress and changes, checked for time discrepancies, and conducted a weekly review of timesheets.Front-End Supervisor
Fairway Market · 2015 — 2018Led by example while performing tasks expected of team members, including scanning items and assisting customers proactively. Managed cash transactions and ensured accuracy in till operations. Supervised customer service efforts among cashiers and baggers, directing customer traffic at the Front End. Familiarized with store layout and maintained accurate department signage, pricing, and merchandising.Cashier
Fairway Market · 2009 — 2015Greeted and assisted customers in a friendly manner during checkout. Efficiently bagged groceries while addressing customer inquiries about price differences and conducting necessary communications regarding pricing discrepancies. Actively engaged with customers to promote products and build relationships, maintaining a strong attendance record to support operational flow. Performed miscellaneous roles as assigned by management to assist the team.
Skills & Expertise
Education
- Bachelor of Science in Computer ScienceWilliam Paterson · — — 2018
- Associate in Applied Science in Computer SciencePassaic County Community College · — — 2016
- Electronic Systems AssociateHoHoKus RETS · — — 2014