Driven Programmer Analyst with keen analytical problem solving and troubleshooting abilities. Thrives in challenging environments through multi-tasking and organization skills. Provides excellent service to end users. Not afraid to think outside the box to complete a task or solve a problem.
Skills
Program development documentation
Troubleshooting and modifications
Client implementation support
Managing client relationships
Customer support
Software upgrades
Hardware upgrades
Technical troubleshooting
Service desk support
Hardware diagnostics
Hardware configuration
Computer maintenance
Organization
Supervision
Training & Development
Experience
11/6/18 to Current
Programmer AnalystKane's Furniture – Ocoee, FL,
Participated in team-oriented environments, working cohesively and successfully on multiple projects.
Investigated application issues, identified causes and initiated troubleshooting methods for immediate resolution.
Troubleshot malfunctions with systems and programs to pinpoint root cause of issues and restore.
Responded to escalated issues and implemented successful resolutions to resolve conflicts and restore project trajectory.
Mentored newly hired employees, prepared for project tasks, and trained on unfamiliar systems.
Trained end-users in best practices to minimize errors and protect key data.
Created new accounts, reset passwords and configured access to servers and file management software for users.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Assisted customers with various types of technical issues via email, live chat and telephone.
Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
Devised incisive workarounds and resolutions for IT-related problems.
10/2017 to 11/2018
Help Desk TechnicianBamboohr – Austin, TX,
Assisted customers with various types of technical issues via email, live chat and telephone.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Managed user profiles, security access and shared file structures.
Disassembled computer systems to troubleshoot and resolve hardware issues.
Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Maintained records, logs and lifecycle documentation of work requests.
Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
01/2016 to 08/2016
Data Entry SpecialistLube-Tech – Shreveport, LA,
Identified, corrected and reported data entry errors.
Completed accurate and efficient data entry and database updates to support business operations.
Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
Compiled data from source documents prior to data entry.
Adhered to strict data confidentiality policies to prevent information leakage.
Proofread documents and edited materials to correct grammar and spelling mistakes.
Documented data entry completions in corresponding logbooks.
Monitored updates to company databases and corrected identified errors.
Reviewed source documents to locate required data for entry.
Compiled and documented statistical information for reports.
05/2013 to 11/2014
Help Desk InternAlixpartners – Germany, GA,
Assisted customers with instructional support and product troubleshooting.
Opened service tickets for clients, documenting user information and description of problem.
Supported customers with password resets and account customization.
Resolved Level 1 technical issues with software, hardware and peripherals.
Fielded help desk customer questions and fulfilled requests.
Collaborated with customer service and sales colleagues to resolve issues.
Initiated shipments to send equipment to clients and tracked return shipments.
Upgraded laptops/desktops, improving speed and performance.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Supported employees with advanced troubleshooting on helpdesk tickets.
Organized repair and replacement of PC components and systems.
Updated and reconfigured existing and new computers with current software and operating systems.
Education and Training
Expected in
: Olympic College - Bremerton, WA GPA:
Expected in 08/2012
High School Diploma: Kingston High School - Kingston, WA, GPA:
Accomplishments
Promoted from Help Desk Technician to Programmer Analyst in less than 12-months
Consistently maintained high customer satisfaction ratings
Improved Machine Roll-out process by Implementing imaging software, resulting in minimal end user down-time
Received praise as the "Hero of IT" on a regular basis for delivering results in a friendly and efficient manner
Reached out to directly from the director of IT to apply for the Help Desk Technician position due to my work ethic and dedication to the position during my internship in 2013
Certifications
A+, TLG Learning - 2013
JAVA, TLG Learning - 2014
Automating Administration with Powershell, TLG Learning - 2019
ICS-100, FEMA - 2019
ICS-700, FEMA - 2019
First Aid/CPR/AED Instructor, American Red Cross - 2019
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.