IT Service Desk Analyst Resume Example USAA Contracted By Kforce

IT SERVICE DESK ANALYST

Career Overview

Technical Customer Service Specialist with a vast knowledge of web applications, software and framework seeking to assist clients in all troubleshooting endeavors.

Qualifications

Technical help desk experience
Strong analytical skills
Patch management
UNIX/LINUX

Document management
Excellent problem solving skills
Knowledge of streaming video platforms
Knowledge of all Microsoft Office programs.

Work Experience

USAA contracted by KforceMay 2012 to May 2013IT Service Desk Analyst
San Antonio, TX

100% positive surveys from February - April 2013.
0%Incident reports from February - April 2013.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Provided base level IT support to company personnel.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Built and maintained successful relationships with service providers, dealers and consumers.
Maintained composure and patience in face of difficult customer situations.

SpecPro IncFebruary 2011 to August 2011Help Desk Technician
San Antonio, Texas

Processing trouble tickets related to computer problems, domain account/ access, mapping to shared drives/printers and various computer peripherals Requests include, but are not limited to such things as troubleshooting and correcting problems remotely or, if required, on-site visits.
Perform scheduled hardware and/or software installation.
Tasks may include, but not be limited to, such things as configuring and installing a new or replacement computers, network printers PC infrastructure will be administered and maintained as needed on a daily basis.
Collaborate with customers to resolve application, phone, printer, or computer problems within a 24 hour period Create and troubleshoot customer accounts, support end users user devices including PCs, and printers
Assisted customers with Desktop application installation, maintenance and troubleshooting including Citrix and other secure access clients Provided customer support for res.

Coventry Heathcare, INCAugust 2010 to January 2011Customer Service Representative
San Antonio, TX

Received calls concerning Medicare Part D Coverage Search for enrollment forms and letters sent in my members to verify information
Explained co-pays and premiums as well as drugs covered and pharmacies that members could use Educated members of payment options as well as how plans worked
Demonstrated mastery of customer service call script within specified timeframes.
Developed effective relationships with all call center departments through clear communication.

ACS Government SolutionsNovember 2008 to January 2010Lead CSR/ Admin Support
San Antonio, Texas

Worked with new customers in the development of new accounts and the implementation of new systems
Assisted in the training of new customer service representatives and associates
Answered Government Calls Per Account Responsible for customer service in the digital equipment division, duties included answering customer queries regarding banking acct information
Assist in Dispute Process with problem solving and providing detailed information on new products
Assisted in the development of new policies and procedures
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Assisted with Inbound calls for UI, Child Support, Banking transactions, Deposits, Balance, Dispute Transactions Process, Made reasonable procedure exceptions to accommodate unusual customer requests
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Walmart Super CenterJune 2007 to December 2007Cashier
San Antonio, TX

Serve customers, handle cash, retail.
Maintain inventory, displays and cleanliness of store.
Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
Prevented store losses using awareness, attention to detail and integrity.
Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
Cross-trained and provided back-up for other customer service representatives when needed.

Calling Solutions IncJuly 2005 to September 2007CSR
San Antonio, TX

Received phone calls, determined the nature of the calls and directed callers to the appropriate department.
successfully arranged appointments between clients and employees.
Responsible for typing memos, reports, and other correspondence.
Received and distributed mail and messages to appropriate departments and employees.
Answered inbound calls in support of customer needs.
Conveyed in a reassuring manner step by step instructions to resolve application issues.
Sales in outbound, Some QA, Collections of payment, Schedule appt., Attendance, New Client enrollment, input of information, and billing issues, Take necessary payment info Credit, check, Inbound Calls and schedule appt settings for customers.

Education and Training

Palo Alto Community CollegeComputer ScienceSan Antonio, TX, United States of America

Resume Overview

Companies Worked For:

USAA contracted by Kforce
SpecPro Inc
Coventry Heathcare, INC
ACS Government Solutions
Walmart Super Center
Calling Solutions Inc

School Attended

Palo Alto Community College

Job Titles Held:

IT Service Desk Analyst
Help Desk Technician
Customer Service Representative
Lead CSR/ Admin Support
Cashier
CSR

Degrees

Computer Science

IT Service Desk Analyst Resume Example

Resume Score: 70%

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