Odeza Ray MacGregor
Wainuiomata,Lower Hutt
Summary
Dynamic Endpoint Support Specialist at Mobile Mentor with expertise in technical support and customer service. Proven ability to resolve complex issues and enhance user satisfaction through analytical problem-solving and effective communication. Skilled in network troubleshooting and maintaining compliance with security protocols, fostering strong relationships with clients and team members.
Overview
12
12
years of professional experience
Work History
Endpoint Support Specialist
Mobile Mentor
Wellington, Wellington
09.2023 - Current
- Provided technical support for software applications and hardware systems.
- Assisted customers in troubleshooting issues via phone and email communications.
- Documented support interactions in ticketing system for tracking and analysis.
- Collaborated with team members to improve customer service processes and practices.
- Analyzed user feedback to identify common issues and recommend solutions.
- Maintained knowledge of industry trends to enhance service offerings and support efficiency.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Provided technical support to customers via phone and email.
- Coordinated with vendors for product ordering and delivery services.
- Ensured compliance with company policies regarding security protocols.
- Collaborated with internal teams to resolve escalated customer queries quickly.
- Responded to user inquiries about hardware and software, explaining features and resolving questions.
- Maintained positive working relationship with fellow staff and management.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Healthcare Assistant
Department of Corrections
Upper Hutt
05.2016 - Current
- Organized and maintained medication closets and first aid supplies
- Assisted with patient's activities of daily living
- Observing and reporting specific changes in patient's health status
- Lifted patients using appropriate equipment in accordance with moving and handling policy
- Maintained clean environment with due consideration to health and safety issues and infection control policy
- Aided patients with walking and limb exercises to improve strength and balance
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information
- Facilitated personal hygiene management, feeding and ambulation.
Support Worker/Team Leader
Laura Fergusson Trust
Lower Hutt
10.2013 - 04.2016
- Helped clients manage and reach individual goals, supporting independent progression and social skills
- Transported clients to appointments, shopping venues and entertainment events according to determined schedule
- Kept clients engaged in social networks and communities for personal health and growth
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship
- Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed
- Liaised with key accounts to deliver targeted administrative household support.
Education
CompTIA Cyber Security Analyst+ -
The Learning People
08.2025
CompTIA Security+ -
The Learning People
01.2023
CompTIA Network+ -
The Learning People
01.2023
CompTIA A+ -
The Learning People
01.2022
Diploma in Technical Support (Level 5) -
Whitcliffe – Technology and Innovation
Wellington10.2020
Diploma in Healthcare (Level 5) -
Auckland Goldstar Institute
Auckland02.2013
Bachelor of Science - Nursing
University of Cebu
Cebu, Philippines02.2007
Skills
- Microsoft Windows and Office
- Network troubleshooting
- Technical support
- Customer service
- Team collaboration
- Patient care assistance
- Health and safety compliance
- System Performance Assessment
- System Maintenance
- System Configuration
- Resolving Problems and Incidents
- Tracking and documentation
- Troubleshooting Network Issues
- Hardware and Software Configuration
- Teamwork
- Account Administration
- Device Installation
- Database Management
- Knowledge of Safety and Security Procedures
- Analytical problem solving
- Data entry
- Virtualization technologies
- Data collection
- Documentation and reporting
- Support services
- Hardware troubleshooting
- Ticket management
- Service desk operations
- Recordkeeping skills
- Data analysis
- Operating systems
- Customer relationship management
- Security protocols
- Relationship building
- Call management
- Incident management
- Needs assessment
- Helpdesk operations
Hobbies and Interests
In my spare time, I enjoy reading and doing family activities.
References
References available upon request
Skills And Experience
- Microsoft Windows and Office
- System Performance Assessment
- System Maintenance
- System Configuration
- Resolving Problems and Incidents
- Tracking and documentation
- Troubleshooting Network Issues
- Hardware and Software Configuration
- Teamwork
- Account Administration
- Device Installation
- Database Management
- Knowledge of Safety and Security Procedures
Timeline
Endpoint Support Specialist
Mobile Mentor
09.2023 - Current
Healthcare Assistant
Department of Corrections
05.2016 - Current
Support Worker/Team Leader
Laura Fergusson Trust
10.2013 - 04.2016
CompTIA Cyber Security Analyst+ -
The Learning People
CompTIA Security+ -
The Learning People
CompTIA Network+ -
The Learning People
CompTIA A+ -
The Learning People
Diploma in Technical Support (Level 5) -
Whitcliffe – Technology and Innovation
Diploma in Healthcare (Level 5) -
Auckland Goldstar Institute
Bachelor of Science - Nursing
University of Cebu
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