Leslie Hayes

IT Service Desk Analyst

Peachtree City, GA 30269

ac4ij8@r.postjobfree.com - 770-***-****

A confident and articulate professional with a proven ability to establish strong client relationships. Solid history

of utilizing comprehensive product knowledge and an enthusiastic personality to quickly probe, analysis, isolate

and resolve customer service issues.

WORK EXPERIENCE

IT Service Desk Analyst

TRC Staffing/Chick-fil-a - College Park, GA June 2013 to October 2017

Responsibilities

●IT Customer Support

●Services as a SME in a service desk/help desk environment

●Diagnose, troubleshoot and provide remote incident resolution when possible; escalated incident request to

the next level of support and or dispatched a technician.

●Review trends in ticketing system to identify recurring or potential problems to effectively find a solution

●Coordinate communication within the division when a system is down, when issues occur, and when planned maintenance is scheduled

●Meet SLA in high call volume service desk environment

Accomplishments: Taking care of the customers, supporting teammates and communicating effectively.

Specialized Skill Set: Knowledge, Problem solving, Teamwork and Mobility. ServiceNow, Service Point Store Mgmt, Remote Access, Configuration and Connectivity

ATM Incident Management Agent

NCR-National Cash Register - Atlanta, GA - February 2009 to October 2013

Financial Services

●Works directly with customers; resolves recurring or standard problems in a call center environment

●Generates daily and weekly incident reports

●Coordinates project start up activities

●Reviews incident history to determine recurring faults

●Assigns and distributes workload of Customer Engineers to meet SLA's across broader areas

●Appoint OTC-One Time Combination

●Schedules Cash to ATM

●Handles planning and installation schedule assignments across large geographic territory

Contact Supervisor: Yes, Supervisor's Name: Regina Wimbush Phone: 404-***-****

Specialized Skill Set: Microsoft Office XP, Gasper, CV Systems, C-net, Postillion and Remedy Gems

Cash Room Clerk

Georgia Dome/Phillips Arena - Atlanta, GA - January 2006 to December 2008

Banking

●Control assigned company funds and communicate all questionable transactions and/or documentation to

the controller and/or General Manager

●Verify, record and witness cash amounts turned in by associates who have responsibility for cash handling

●Completes applicable documentation accurately and according to corporate policies and procedures as well

as review for accuracy and proper completion of all documentation completed by others

●Orders, maintains and distributes change according to needs of event

●Prepares, issues and collects cashier banks and manager change banks

●Make change for cash drawers as required

●Orders money from bank

●Prepares bank deposit in accordance with company policies and procedures

●Use manual or mechanical means to count and verify cashier drops

●

Contact Supervisor: Yes, Supervisor's Name: Mohammed Karmara Phone: 678-***-****

Specialized Skill Set: Money Counter and Money Counterfeit Detectors

SAP Customer Master Data Specialist

Georgia Pacific Corporation - Atlanta, GA - April 1997 to December 2005

Manufacturing - Other

●Served as liaison to mill personnel, customer service representatives, and external clients, managing

customer dispute process.

●Managed a high volume of customer inquiries via the Systems Applications and Products (SAP) on a daily

basis, troubleshoot client issues and ensures 100% resolution to customers prioritizing specific issue.

●Actively served within GP's Communication Paper Division Customer Master, Material Master, and Pricing

dealing with paper materials used by major businesses as well as consumers.

●Maintain data integrity for financial reporting, and Sarbanes Oxley auditing purposes.

●Troubleshoot and resolve problems within SAP for internal partners

●Manipulate data in SAP Pricing, Customer, and Material Masters as requested by the business

●Created and distributed weekly reports with statistical information, updating managers on the number and

nature of inbound client calls.

●Regularly facilitated meetings with corporate executives, general management, and entry level

representatives to advise them on new/revised procedures developed to aide in the resolution of client issues.

●Processed daily A/R sending and verifying invoices for good and services.

●Made entries on accounting statements, maintain detailed reports by recording cash, check transactions and prepared manual checks as needed.

Contact Supervisor: Yes, Supervisor's Name: Diane Jones Phone: 404-***-****

Specialized skill set: Microsoft Office XP, SAP Pricing, Master Data, Customer Data, Cisco Phones

EDUCATION

Bachelor's

Shorter College - Atlanta, GA

April 2002 to May 2006

Contact this candidate