Service Desk

JENNIFER “JENN” VANDERHELM

919-***-**** • ***********@*****.***

SERVICE DESK AGENT • CRM APPLICATION ADMINISTRATOR • USER ACCEPTANCE TESTER • QUALITY ASSURANCE SPECIALIST • PROCESS IMPROVEMENT ANALYST

ACCOUNT MANAGER • ADMINISTRATIVE SUPPORT SPECIALIST • CUSTOMER SERVICE REPRESENTATIVE

QUALIFICATIONS

ITIL Service Management Certified • Data Analysis • Complex Problem Solving Skills • Report Design • Technical Writing • Root Cause Analysis • Process Modeling • Incident/Problem/Change Management • SLA Management • Customer Focused • Organized • Multitasking • Workload Balance • Detail Oriented • Flexibility

COMPUTER SKILLS

BMC Software Remedy IT Service Management Suite • PeopleSoft • Salesforce • Business Objects • Rocket Gate • Crystal Reports • MS Office Applications: Word • Excel • Power Point • Access • Project • Outlook • Visio

EMPLOYMENT EXPERIENCE

MARKETING ADVENTURE MEDIA DURHAM, NC

Customer Service Representative/Account Specialist 06/2014 – 10/2016

Supported International customer base for web based advertising via phone/email/live chat platforms

Consistently met or exceeded established sales targets, work productivity and call quality goals

Reduced fraudulent transactions by performing risk mitigation reviews on new accounts

Performed Quality Assurance and Process Compliance reviews of online postings

Resolved escalated customer complaints or disputes

STATE OF NORTH CAROLINA INFORMATION TECHNOLOGY SERVICES RALEIGH, NC

Process Improvement Analyst/Continual Service Improvement 06/2009 – 06/2013

Improved efficiency and eliminated gaps in onboarding/off-boarding process for entire agency

Supported 4 process owners with documentation and process modeling across the agency

Designed/Developed/Maintained all process compliance reports and service desk metrics reports

Member of ITSM Governance Council regulating all tool and process enhancements

Gathered and documented business requirements for all tool enhancement requests

Service Management Application Administrator/ITS Service Desk 06/2003 – 06/2009

Member of ITSM implementation team that successfully implemented ITSM software and ITIL processes across multiple state agencies

Configured and managed all foundation data and application rules for ITSM Modules in Remedy application

Provided end user technical support to internal customers as well as external agency administrators

Developed and presented training and facilitated monthly user group meetings

Created, managed, and executed all User Acceptance Testing for application upgrades and releases

Service Desk Analyst/ITS Service Desk 09/1997 – 06/2003

Implemented call tracking process for documenting all service desk calls

Documented, categorized, and prioritized incidents and service requests in 24x7 support center

Provided customers with advice/guidance to resolve issue or escalate it to the next level of support

Participated in planning and execution of Disaster Recovery drills

Created, maintained and analyzed databases, spreadsheets and reports for various types of data

EDUCATION

AA Administrative Office Technology Wake Technical Community College Raleigh North Carolina

IT CERTIFICATIONS

ITIL Intermediate Continual Service Improvement Loyalist Certification Services United Kingdom 11/2008

ITIL IT Service Management Bridge Loyalist Certification Services United Kingdom 01/2009

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