Help Desk Analyst

JM James Major

216-***-**** E: **********@*****.***

*** ******* **, ******, **** 43055

PROFESSIONAL

SUMMARY

Focused Help Desk Analyst with 2 years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts. SKILLS Knowledgeable about computer

systems and networks

Familiar with Microsoft and Apple

OS

Basic Active Directory knowledge

Great communication with focus

on customer service

Troubleshooting

New employee mentoring

Problem resolution

Remote access technology

Hardware and Software

Configuration

WORK HISTORY SERVICE DESK ANALYST 04/2017 to CURRENT Ascena Retail Group Pataskala, OH

Provided technical support remotely over the phone, and using remote desktop software.

Created, reset, and unlocked user accounts via Active Directory. Troubleshot IT related problems from software to hardware, such as Printers, Scanner, Mobile Devices, Registers, and Workstations. Utilized a client based ticketing system to log, update, and resolve incidents.

Updated spreadsheets and provided stats for the weekly report on call trends.

Maintained a high degree of customer service for all support queries and adhered to all service management principles.

Collaborated with multiple teams to create solutions to business impacting issues.

Assisted with onsite training for business users to maximize productivity. CUSTOMER SERVICE 07/2015 to 03/2017

Valvoline Newark, OH

Effectively and efficiently operated the company's POS system on various computers.

Listened to and resolve customers' complaints regarding products or services.

Diagnosed mechanical problems and determined how to correct them, checking blueprints, repair manuals, or parts catalogs, as necessary. Prepared and delivered technical presentations that explain products or services to customers and prospective customers.

Identified resale opportunities and supported them to achieve sales plans. Received payment or obtain credit authorization.

ASSOCIATE 08/2013 to 03/2015

Panera Bread Heath, OH

Resolve customer complaints regarding food service. Train workers in food preparation, and in service, sanitation, and safety procedures.

Compile and balance cash receipts at the end of the day or shift. Perform various financial activities such as cash handling, deposit preparation, and payroll.

EDUCATION Central Ohio Technical College, Newark, OH MAY 2015 Completed coursework towards information technology Specialist, May 2015 Computer apps for tech special

Principles of computer programming

Database

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