Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
Qualifications
Guest services
Inventory control procedures
Merchandising expertise
Loss prevention
Cash register operations
Product promotions
Relevant Experience
Experience
Senior Analyst, Level II Help Desk, 03/2013 - 07/2014 – , ,
Responds to and resolves technical issues reported by end-users from all Huntsman locations worldwide.
Provides systems administrator support using Active Directory to reset passwords, manage memberships, and create/remove accounts.
Serves as a systems administrator for the Windows operating system, which involves managing Windows profiles, mapping network drives, adding/removing programs, and installing printers.
Performs systems administrator functions for Lotus Notes including increasing mail quota, creating and removing Lotus Notes user profiles, and managing Lotus Notes ID files.
Serves as a process and technical expert for the department; acts as a point of escalation for team members.
Provides troubleshooting for hardware related issues.
Triages Service Manager tickets to appropriate teams; evaluates call descriptions to determine proper team assignment.
Provides issue status to customers, upon request.
Updates call ticket information, as requested.
Service Desk Analyst, 12/2010 - 03/2013 Presbyterian Medical Services – , ,
Responded to and resolved issues reported by end-users, including physicians and clinical staff, from all Ascension Health entities.
Provided first level support for the majority of Ascension Health applications including the Cerner product line, PeopleSoft, Lawson, and Outlook.
Provided first level troubleshooting for hardware related issues.
Trained new team members on analyst responsibilities and customer service etiquette through job shadowing and informal mentoring.
Triaged Service Now tickets to appropriate teams; evaluated call descriptions to determine proper team assignment.
Provided issue status to customers, upon request.
Updated call ticket information, as requested.
Worked with management on a project to identify improvement opportunities for first call resolution.
Provided more than 30 Cerner-specific recommendations, based on prior hands-on experience supporting the products.
Muliply reccomendations were implemented.
Cerner Help Desk Analyst, 11/2005 - 12/2010 Alorica Inc. – , ,
Responded to and resolved issues reported by physicians and clinical staff from all Trinity Health Ministry Organzations.
Provided first level support for Cerner applications.
Worked on issues involving orders, results, forms/templates, notes, and patient lists.
Provided password reset and minor trouble-shooting support for the majority of Trinity Health applications including NextGen, HealthQuest, and Lawson.
Trained new team members on analyst responsibilities and customer service etiquette through job shadowing and informal mentoring.
Served as primary bridgeline facilitator for Cerner disruptions or unscheduled downtime events.
This included activating and managing the bridgeline, paging application support staff, paging switchboard operators at affected sites, and sending Groupwise fanout notifications.
Covered Command Center Help Desk shifts for major Cerner go-live events; served as Resolution Center Lead, as needed.
Triaged HEAT tickets to appropriate call/site groups; evaluated call descriptions to determine proper team assignment.
Provided issue status to customers, upon request.
Updated call ticket information, as requested.
Help Desk Analyst, 11/2003 - 11/2005 Trinity Information Services – , ,
Resolution Center.
Utilized the Heat Call Logging application to record information technology issues reported by Trinity Health Ministry Organzations.
Entered all types of issues including hardware, software, LAN/WAN, Desktop, and telecommuncations.
Typically processed 75-100 call tickets in a 4-hour period.
Triaged HEAT tickets to appropriate call/site groups; evaluated call descriptions to determine proper team assignment.
Transcribed voice forms into HEAT tickets and assigned issues to appropriate call/site groups.
Provided issue status to customers, upon request.
Updated call ticket information, as requested.
Education
Associate Degree: Business Administration, Expected in 9/2007 - EXPERIENCE Oakland Community College - Farmington Hills, MI GPA: Business Administration
High School Diploma: , Expected in 6/2005 - Walled Lake Western High School - Walled Lake, MI GPA:
Affiliations
Skills
.net, Active Directory, go-live, Analyst, Audio, back-up, communications skills, hardware, content, Client, customer service, Customer Care, Desktops, email, Financial, forms, Groupwise, Help Desk, HP, HP printers, Imaging, information technology, Internet navigation, keyboarding, LAN, Laptops, Lawson, Logging, notes, Lotus Notes, managing, mentoring, access, mail, Office, Microsoft Office products, Windows operating systems, Windows operating system, Outlook, Windows, monitors, network, operating systems, PeopleSoft, cameras, Printer, printers, processes, purchasing, receiving, researching, research, Self-starter, shipping, installing software, switchboard, system administrator, telephony, answering phones, phones, phone etiquette, trainer, troubleshooting, trouble-shooting, video, video conferencing, WAN, written
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