Help Desk Technical Support

**** ****** ****** ***** *** * Crystal, MN ***** 763-***-****

Yeng Her

Education:

Bachelor of Science Degree: December 1993

Northland College, Ashland, WI

Major: Business Administration

Minor: Computer Science

Professional Experience:

Telecommuter support (Help Desk)

Optum – Golden Valley, Minnesota

August 2015 – October 2016

Remote answering inbound users called

Documents, log, trouble-shooting and triage inbound calls, chatting with telecommuter users and web port tickets

Escalated tickets to tier II support and to upper management if issue is urgent

Keep up-to-date with current service skills training

Attend regular meeting via remote connection

Cross training with team members via chat and email

Coaching and shadowing team member via remote connection

Excellent attendance and performance history

Technical Analyst (Help Desk)

United Health Group – Saint Louis Park, Minnesota

June 2013 – August 2016

Provide first level of troubleshooting or technical support

Use remote control tools to assist end user when need – Bomgar

Answer and resolve inbound calls at a large corporate Help Desk, efficiently and professionally, in a fast paced call center environment

Troubleshoot corporate applications with the use of a Knowledge Base and ass5ign issues to the appropriate support groups as needed

Follow all escalation procedures according to service level agreement

Provide an accurate record of each call in an incident management tracking tool

Contribute knowledge and skills to Knowledge Base

Skills trained in Password reset, Standard Support, Telecommuter Support, M&A Support and Backup Web Portal

Flexibility to help cover a shift scheduling

Strong understanding of USC process and procedure

Stable attendance & performance history

Attend customer services skills training

Technical Analyst (Help Desk)

Ramstad Technologies - Minneapolis, Minnesota

September 2012 – June 2013

Provide first level of troubleshooting or technical support

Acts as a resource for others

Use remote control tools to assist end user when need – Bomgar

Works independently /self-manage

Anticipates customer needs and proactively identifies solution for customer need

Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast paced call center environment

Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support groups as needed

Follow all escalation procedures according to service level agreement

Provide an accurate record of each call in an incident management tracking tool

Community involvement:

Treasure for the Wausau Area Hmong Mutual Association

From: 1995-1996

Vice President for the Eau Claire Area Hmong Mutual Association

From: 2001-2002

Software and other skills:

Windows Operating System XP and Windows 7

Microsoft Office Suite 2003, Office Suite 2007 and Office Suite 2010

Good Mobile Application

Cisco VPN

SMS management tools

Bomgar

HPSM Ticketing System

Universal Knowledge search

WLAN/LAN

Junos Pulse – wireless connection software

Odyssey Access Client manager – wireless connection software

Reference:

Available upon request

Contact this candidate