CANDICE WASHINGTON

***** ****** *******, ** ***** · 313-***-****

ad175y@r.postjobfree.com

I have worked as a Service Desk Analyst for 9 years. Within that time frame, I’ve gained knowledge and experience in Health and Non-health Information Systems, worked closely alongside Business Analysts, as well as 2 years of management experience. I am seeking to further my work experience and knowledge to work at the administrative level assisting with creating and implementing new and innovative ideas as Information Systems evolve.

I currently have my master’s degree in information systems with a concentration of Business Analytics. I am looking to pursue my career in the following areas of IT; System Analysis and Development, Business Analyst, Database Analyst, Financial Analyst, IT problem-solving IT project management. My ideal position would be where I am able to identify, investigate, and gather business requirements to resolve business problems and support recommendations. I can provide direction for short and long-term goals and provide direction to ensure an understanding of business goals.

EXPERIENCE

04/2023-PRESENT

IT HELPDESK Analyst

STRATEGIC SOLUTIONS STAFFING CONTRACTED FOR BLUE CROSS BLUE SHIELD OF MICHIGAN

Answer calls and assist users in troubleshooting level 1 support issues across multiple domains, platforms, and applications. Provide tech support for a diverse multicultural clientele. Provide shadowing and reverse shadowing training to new employees. Work the Executive Queue for higher up clientele. Work the self-service queue via emails.

Level one issues are as follows but are not limited to:

Window Account password reset

Window Account unlocks/locks

Application password reset

Email Outlook issues/ Shared Mailbox

Office 365 functionality

Software Repairs

Creating/Recreating outlook profile

Shared drive issues

Assisting phone system issues

Hardware issues

SharePoint issues

Adobe corrupt files

Issues with call taking with Finesse and softphone issues.

Disk space issues.

Assist with virtual desktop login and functionality issues.

Nov 2020 – December 9th, 2022

Lead

HCL Technologies

Renewable Energy Group (REG) to Chevron Integration

Assisted with transitioning Renewable Energy Group (REG) over to Chevron.

Help Analyst:

Participated in the transition from GIL desktops to modern Desktops

Assisted with the transition by setting up one drive and transferring over files to one drive.

Reimage shared and single-user laptops.

Team Lead of Tech café.

Assisted with Azure AD,

Assisted with setting up Active Directory and Used Active Directory to assist end users with login/account issues.

Assisted with MS Office 365 suite issues.

Team Leader:

Monitor call queue

Managed a team of agents

Evaluate/Audit agent’s calls to ensure the agent is meeting quality standards & expectations.

Monitoring my team’s attendance and adherence.

Review agents' ticket quality to provide coaching opportunities and improve agent ticket quality.

Provide monthly team touch bases, giving agents feedback on call and ticket quality. Also to provide future goals and potential growth opportunities for agents.

Assist in the Help Desk Teams Chat to provide support help and ticket scrubbing for next-level escalation.

Reworking help desk tickets that are sent back into the queue for misrouting or agent error.

Desktop Support:

Assisted Renewable Energy Group (REG) with transition over to Chevron

Job assignment in Ames, Iowa From Oct 2022 – March 2023

Implemented a tech café

Provided onsite desktop support for employees

Assisted with transition from GIL laptops to Modern Laptops

Reimaged single user laptops

Reimaged shared laptops

Team Lead of tech café

Assisted with workstation setup for employees

August 2018 – Nov 2020

Transitioned to HCL, Nov 2020

Service Desk Analyst

Ascension Technologies (Health Information System)

Assisted with onboarding and provided training to new hire employees

Answer incoming calls for customers

Provide level 1 support for hardware and software issues

Escalate unresolved issues to level 2

Used Active Directory to assist end users with login/account issues.

Support EMRs

Assisted with Office 365 functionality issues

Support Adobe Acrobat issues

Provided support to the online self-service queue.

Experience working in the Service Now ticketing system.

October 2014 – April 2018

Service Desk Analyst

CareTech Solutions (Health Information System)

Assisted with onboarding and provided training to new hire employees

Answer incoming calls for customers

Provide level 1 support for hardware and software issues

Escalate unresolved issues to level 2

Used Active Directory to assist end users with login/account issues.

Support EMRs

Assisted with Office 365 functionality issues

Support Adobe Acrobat issues

Provided support to the online self-service queue.

Experience working in the Remedy ticketing system

EDUCATION

January 2020 – June 2023

Major: Masters of Science in Information Systems Concentration: Business Data Analytics

Central Michigan University

Expected Graduation Date: August 2023

2014 - 2019

Major: Bachelor of Science in Psychology

Central Michigan University

Graduation Date: December 2019

August 2012

Major: Associate of Liberal Arts

Wayne County Community College

June 2006

Murray Wright High, Detroit, MI

High School Diploma

General Education

Related coursework: Business Management, Leadership, and Foreign Language

SKILLS

Microsoft Office 365 suite

Excel

Okta

Active Directory

Adobe Acrobat

Python

SQL

R Studio

Visual Studio

Trained in Health Information Systems

Trained in EMRs (Electronic Medical Records)

Cerner Training

Epic training

Service Now

Cherwell

Remedy

Service desk skilled

IT helpdesk skilled

ERD

Desktop Support

Data Analytics

Analysis

Business Analyst

Business Process

Requirements gathering

Project Management

Tableau

SAP

Trained in working with children and young adults with Mental Disorders

Trained in working with Children and young adults with Behavioral Disorders

Certificate in Handle w/Care

CPR Training

ACTIVITIES

Developed and implemented fundraisers for DECA

Mentored local children and assisted with their studies. (Riverview Elementary)

Helped the helpless receive food and clothing during the Thanksgiving holiday (Meals on Wheels, Detroit, Michigan)

Helped with Big Brother Big Sister “Bowl for Kids’ Sake” event, collecting donations, promoting, and developing ideas.

Certifications

Lean Six Sigma Yellow Belt Certified

Business Data Analytics Track

Contact this candidate