Help Desk Analyst

Tyleesha Williams

** ******** ****, *** ******, Delaware, 19720 * 302-***-**** * *********@*****.***

WORK EXPERIENCE

MTM TECHNOLOGIES, Wilmington, Delaware

Command Center Analyst II, August 2012 - Present

Train staff and users to work with computer systems and programs.

Interview or survey workers, observe job performance or perform the job to determine what information is processed and how it is processed.

Supervise computer programmers or other systems analysts or serve as project leaders for systems projects.

Read manuals, periodicals, and technical reports to learn how to develop programs that meet staff and user requirements.

Provide staff and users with assistance solving computer related problems, such as malfunctions and program problems.

Answer user inquiries regarding computer software or hardware operation to resolve problems.

Develop training materials and procedures, or train users in the proper use of hardware or software.

Ensures timely escalation of customer problems by assigning an appropriate priority and resolution target

Provides day to day end user support. Diagnoses causes of problems being encountered, and determines/ suggests needed corrective actions

Install and troubleshoot networked and standalone PCs and printers

Follow procedures for software and hardware inventory and license tracking Analyze existing hardware and software processes, identify potential improvements

BANK OF AMERICA, Newark, Delaware

Credit Analyst I, November 2002 – August 2012

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Refer unresolved customer grievances to designated departments for further investigation.

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Conectiv Communication, Newark, Delaware, US

Universal Agent, June 1998 – December 2001

Analyzed accounts issues and anticipated business and residential needs

Assisted managers and staff members with communicating policies and operations

Acted as role model and mentor for new trainees engaged in on-the-job-training

Earned reputation as a valuable and cooperative coworker

Initiated residual and business phone service

Provided team with ongoing support including supervisor calls, training, and conflict resolution

EDUCATION

Wilmington University, New Castle, Delaware

Bachelor of Science in Computer Network and Security, Jan 2011

The Chubb Institute, Springfield, Pennsylvania

Diploma in Network Engineering and Data Communication, Aug 2001 - Jan 2002

William Penn, New Castle, Delaware

High School Diploma, Jun 1991

ADDITIONAL SKILLS

Window OS 7,8,10

Microsoft Office Suite 2010, 2013, 2016, Office 365

Active Directory

Service Now

Microsoft Intune

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