Alice Robinson

Summary:

Alice is an experienced Help Desk Analyst/ Technical Support having extensive experience in web applications, software and framework well versed in all troubleshooting endeavors.

Skilled in troubleshooting Windows / apple Computers hardware and software and provided Level I, II support to end users.

Provided global first level support through taking calls and handling the resulting Incidents or Service Requests, using the Incident Management and Request Fulfilment processes, in line with Service Desk objectives at Gap Inc.

Well versed with ticketing and ticketing systems, she utilized Service Now ticketing system and responded up to 40 tickets daily.

Expertise in documenting all cases in call-tracking Salesforce and Service Point software and escalated to appropriate cue and have proficiency in Office 365.

Versed in providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Operational proficiencies in Windows 7/10, Microsoft Office, Office 365, network support, and printer management’

Skills:

Help Desk

Service Desk Plus

Call Centre

Autotask

IT Glue

Autotask

Customer Service

Salesforce (CRM)

Service Now

GIS software

Active Directory

LMS

Education:

High School Diploma, Brookhaven High School, MS

Professional Experience:

Warner Connect Nov 22 – 2023

Technical engineer

Managed cloud computing services for IT Infrastructure, Voice & Data Connectivity, Productivity Software, web services

Served as the first point of contact for customers seeking technical assistance via email or through Autotask incident tickets

Performed remote troubleshooting through diagnostic techniques and asking pertinent questions

Determined the best solution based on the issue and details provided by customers

Directed unresolved issues to the next level of support personnel

Recorded events and problems and their resolution in Autotask incident tickets

Follow-up and update customer status and information

Identified and suggest possible improvements on procedures

Cisco Systems May 22 – Sept 22

Customer Service/Support

Effectively communicate with third parties such as partners and customers regarding non-technical issues and customer service inquiries, both orally and in writing.

Educated and assist customers and partners with licensing, RMA submissions, orders, processes, policies, and other admin-only tasks.

Owned each customer case from initial creation to resolution.

Effectively communicate with third parties such as partners and customers regarding non-technical issues and customer service inquiries, both orally and in writing.

Educated and assist customers and partners with licensing, RMA submissions, orders, processes, policies, and other admin-only tasks.

Owned each customer case from initial creation to resolution. Collaborate with the technical support team to address any case that escapes your area of expertise.

Worked with the leadership team to improve processes. Work with the Support, Product, Sales and Operations teams on customer escalations. Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.

State of Ohio Jan 20 – Jan 22

Chat Technical Support

Elected to five-member internal IT Support team; maintains technical assistance to 100+ member team to multiple systems/apps.

Communicated with team virtually/initiate calls to find the problem’s root cause and provide solutions; logs critical issues and downtime for leadership’s review.

Pandemic Unemployment Wage Update: Review income verification documentation provided by the claimant and determine if documentation is complete; determine if quarterly wages should be updated; resolve the issue with one of the provided reasons. If Pension or Retirement Benefit or Earnings - review Fact Finding provided by claimant and determine if pension/earnings are deductible or not. Similarly, for Renumeration, review the Fact Finding provided by claimant and determine if back pay was received and whether renumeration is deductible or not.

American Cancer Society - Columbus, OH Oct 19 – Mar 20

Support Analyst

Provided problem determination and resolution; related to *** technology issues primarily via telephone support and other communication tools such as e-mail and instant messaging.

Records pertinent information about all incidents and resolutions to ensure customer satisfaction. Assists with special projects and routine team support activities as required, enhancing customer relations.

Fiserv - Dublin, OH May 18 – Jul 19

Product Technical Support

All data Aggregation

Salesforce Ticketing system

Service Now RXP Bill pay

Time Warner Cable Business Class (Now Spectrum) WAN/LAN Dec 12 – Mar 14

Technical Support

Resolved customer issues in a clear, courteous, and straightforward manner

Installed software, modified/repaired hardware, and resolved technical issues

Assisted customers with the administration of their TWC standard, vanity and non-vanity emails

Effectively managed a high-volume of inbound and outbound customer calls

GAP Inc, Groveport, OH Mar 17 – Jun 17

Help Desk Support

Provided global first level support through taking calls and handling the resulting Incidents or Service Requests, using the Incident Management and Request Fulfilment processes, in line with Service Desk objectives.

Performed routine tasks including but not limited to, answering phone calls, responding to emails, account provisioning, account terminations, password resets, issue routing, issue follow-up, general troubleshooting, and business communications.

Assisted in the co-ordination and reporting of global incidents.

Assisted with classification and prioritization of global incidents.

Took incident resolution actions to restore service to customers.

Conducted Incident investigation and diagnosis (including resolution where possible).

Assisted others with identifying the impact of incidents.

Kept affected business partners informed about progress.

Escalated the process as necessary per established escalation policies.

Boeringer - Ingelhiem - Columbus, OH Apr 16 – Feb 17

Technical Support/Mobile Devices

Responsible for overseeing upgrades and reconfigurations on all RF scanner guns MC9190 and MC92.

Cardinal Health - Dublin, OH Sept 14 – May 15

Help Desk Analyst/ Service Center Analyst

Provided first support response by answered incoming client and customer calls.

Troubleshot software and hardware issues via phone such as Windows 7, XP operating systems, Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange and Visio, Firefox and Chrome,

McAfee, Kaspersky and Norton anti-virus software and Java applications.

Worked with TCP/IP, assigning/reassigning IP addresses and with Novell Servers, Windows NT, and DNS.

Trained end users in the use of equipment and software.

Imaging and deploying new Desktop and Laptop to End Users.

Fully documented all cases in call-tracking software and escalated to appropriate cue.

Responded up to 40 tickets daily.

Utilized ServiceNow ticketing system.

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