Innovative Help Desk Analyst with 10 years' experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting and maintenance to workstations. Personable communicator while assisting with technical issues and training.
Skills
Professionally processed 60+ calls per day, providing information and service to ensure customer satisfaction.
Worked with company systems such as live support and diligently completed all assigned tasks, working overtime as needed.
Responsible for handling customer account inquires accurately providing information to ensure resolution of product/service complaints and ensure customer satisfaction.
Developed listening skills
Detailed oriented can multitask effectively
Microsoft Office proficient
Excellent communication skills
Can type at least 55 wpm
Work History
01/2020 to Current
Help Desk AnalystAsrc Federal Holding Company – Enid, OK,
Analyze, assess and respond to requests for assistance for entire corporate office in person or via remote support tools
Provide phone support for computer hardware/software, local and network printers
And switches
Used Active Directory daily for user support along with reporting
Received and resolved escalated issues as a Tier 2 technician while adding needed information to the knowledge base
Guide customers through step-by-step procedures until issues are identified and resolved
Resolved critical technical issues pertaining to System Performance, Viruses, Spy ware and Spam related issues, eliminate computer crashes, Network & Internet Connectivity related issues, Application Conflicts & System Bugs
Office 365 user account creation and management
Support the use of operating systems and software applications including, but not limited to, Windows, Microsoft Office, VMware, Citrix, and Adobe applications
Active Directory user and group account management
Handled calls promptly and professionally.
01/2017 to 03/2019
help desk analystAsrc Federal Holding Company – Fort Collins, CO,
Provided technical support for corporate users to include setting up computers, corporate cell phones, passwords, rights and responsibilities using Active Directory (Computers and Users)
Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily
Configured and installed software for end-users
Performed password resets, break fix, printer support, network connectivity and VOIP troubleshooting
Created tickets in ITSM ticketing system and followed up on tickets to provide resolutions for end users
Strong knowledge of Microsoft outlook and creating personal folders for users as well as repairing corrupt files
Assisted with remote access issues users were having to help get them connected back onto the network and remoted back in
Identified, troubleshoot, and analyzed computer issues
Determined appropriate course of action and conducted repairs and modifications as needed.
11/2015 to 06/2016
IT Help desk SpecialistKeiser University – Clearwater, FL,
Results-driven and energetic professional with 6+ months of work experience in diverse help desk roles
Provided technical support via emails and phones on a first call resolution priority
Demonstrated ability to diagnose and solve problems of operating systems
Track record of working with end users and providing effective Tier 2 and Tier 3 support
Accurately and effectively recorded troubleshooting interaction with candidates in our detailed ticket tracking software program
Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support
Provide technical support to customers via telephone, email and through tickets
Analyze and troubleshoot software and hardware issues
Identify and resolve issues pertaining to network configuration, web hosting and domain registration
Create documentation with detailed and functional instructions on troubleshooting techniques to keep pace with the always evolving technical support sector
Sent tickets to appropriate departments utilizing ticket tracking system
Solved workstation related issues
Installed operating system, software, anti-viruses and patches
Maintained documentation of processes and tickets
06/2013 to 11/2015
Technical Support SpecialistCarrier Corporation – Novi, MI,
Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
Trained new employees on a monthly basis as they joined my team
Created new processes and systems for increasing customer service satisfaction
Earned Top Technical support specialist for 2 years in a row
Developed highly empathetic client relationships and earned reputation for exceeding tech goals
Cross-trained and provided back-up for other customer service representatives when needed
Ranked as most effective department technical support specialist in the whole united states out of 2500 representatives
Resolved product issues and shared benefits of new technology
Managed quality communication, customer support and product representation for each client
Assisted new hire classes with training and mentoring when on the floor
Stepped in for management when they were out of the office or on vacation and supported multiple teams at once
Assisted with quality assurance to make sure everything was being done correctly
Worked under strict deadlines and responded to service requests and emergency callouts
Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax
Resolved product/policy issues and shared benefits of new technology
Guaranteed positive customer experiences and resolved all customer complaints.
Education
Expected in 2008 to to
Diploma: Sand creek High School - Springs, Colorado GPA: GPA: 3.25
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