Technical System Analyst

BERYL A MITCHELL

**** ******** *****, *******, ** 70072

*******@*****.***, 832-***-****

SUMMARY OF QUALIFICATIONS

Research: Investigation into and study of materials and sources in order to establish facts and reach new conclusions on phones errors.

Quantitative: Data analysis and data visualization using Excel

Project coordination: Planning and coordinating, compiling data, tracking status, and managing details

Writing and editing: Reports, correspondence, training data

Languages (English), intermittent in American Sign Language

Technical: Microsoft Suite -Word, PowerPoint, Excel; Keyboard 30 wpm

EDUCATION

Dekalb Technical School - Clarkston, GA June 1997- June 1998

Computer Information Systems, Intended Classes for my Company

(GPA 4.0)

Delgado Community College - New Orleans, LA June 1978 – June 1980

Computer Science, Intended Classes for my Company

(GPA 3.1)

PROFESSIONAL EXPERIENCE

Park Place Technology March 2020 - February 2022

Tech Support Analyst (Remote) 2900 North Loop West Suite 1200, Houston, TX 77092

Supervisor: Headquarters, 877-***-****, may be contacted Hours: 50/week, Salary: $19/hour

RESEARCH & ANALYSIS

● Provide user support to resolve issues with computer programs, hardware, and peripherals.

● Focus on specifics of the IT department, such as applications, or general technical support to end users.

● Examine issues with IT software and equipment and develops and deploys solutions to keep computers working.

Work with technicians and administrators to resolve issues that require extra attention or indicate a larger problem within the IT ecosystem.

Role requires strong technical and creative problem-solving mixed with client support and service.

Specific duties depend on their organization’s area of focus, but many of these core responsibilities are the same across industries.

Primary duty of the support analyst is responding to user queries and help requests, which can arrive by email, through the IT help desk, or over the phone

ADT February 2013 to November 2019

Escalation Team Lead Technical/Customer Service 8880 Esters Blvd, Irving, TX 75063

Supervisor: Headquarters, 469-***-****, may be contacted Hours: 55/week, Salary: $21.56/hour

RESEARCH & ANALYSIS

● Responsible for providing quality and efficient support for internal and external Specialist, Technician and customers.

Daily management of a team of employees to include assist with hiring, motivating, counseling, grading calls, side by side and problem solving support.

Maintain the billing and data integrity between the signed contractual agreements with the customer.

Assist Team Manager in identifying coaching needs for short periods to address operational matters.

Maintain a service-oriented attitude while processing in-bound calls and out bound to the point of resolution.

Serve as backup support for Resource Desk in event of service level need.

Prepared outage report to send to Resource Desk and work on bridge with EOC.

Assist Specialist with further training and on the job experience in regards to explaining policies and procedures as well as new products.

Perform special projects, processing daily reports and other duties as assigned.

Work in conjunction with supervisor to provide leadership and mentoring as needed.

Lead and supervised a group of Specialist comprised of 2 managers with 20-25 employees each.

Strategically assessed and recommended surveillance technology for critical areas.

Established policies for tracking and reporting missing codes on accounts.

Training Dealers on team process for less truck trips and support for our customer.

Make sure Technicians are on routes as schedule, coding assignments are correct, and call in to close ticket out.

Sprint September 2007 to August 2012

Enterprise Technical Support 750 Alta Mere Dr., Fort Worth, TX 76116

Supervisor: Headquarters, 817-***-****, may be contacted Hours: 55/week, Salary: $20.16/hour

● Team Lead to help Techs and customers to install and download software.

Setting up printers, computers, cellular and Airave equipment. Programming, add, verify and modify customer’s accounts.

Escalate more complex technical issues to senior level support.

Monitors and tracks issues to ensure accurate timely resolution.

Deployed updates, service packs and hot fixes using Windows Update.

Assist Team Manager in identifying coaching needs for short periods to address operational matters.

Maintain a service-oriented attitude while processing in-bound calls and out bound to the point of resolution.

Work in conjunction with supervisor to provide leadership and mentoring as needed.

Answer customer, representative, and contact branches questions when needed.

Lead and supervised a group of Specialist comprised of 1 managers with 30 employees each.

Training agents on new products.

VOLUNTEER & COMMUNITY EXPERIENCE

Helping the Build Homes (volunteer), 2018

Battered Women (volunteer), 2018

AWARDS

Who's Who Among Music Students, May 1980

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