Solutions-driven professional with 4+ years' experience providing rapid and client-focused technical support to 200+ users. Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical understanding. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly.
Troubleshooting & Issue Resolution
End-user Training & Support
Client Relationship Management
Root Cause Analysis
Rapid Ticket Response Times
Root Cause Analyst, 08/2014 to 01/2016 Wells Fargo – Minneapolis, MN
Facilitated Root Cause Analysis (RCA) on incidents.
Identified and investigated Problems and Known Errors.
Prevented the replication of problems across the environment
Problem Analyst, 06/2013 to 07/2014 Thomson Reuters – Eagan, MN
Conducted trend analysis of incidents and presented recommendations to improve service quality and availability.
Provided guidance and best practice methods to other employees to gain value from the problem management process.
Service Desk Analyst, 08/2011 to 06/2013 Thomson Reuters – Eagan, MN
Answered and resolved inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365.
Exceeded statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.
Escalated high priority, high impact issues to the internal support teams.
Bachelor of Science: Computer Science , Current University of Minnesota - Minneapolis, MN