Shajee Taylor

Tier I Service Desk Analyst

Winston-Salem, USA, 27127

ad2o1u@r.postjobfree.com

+1-336-***-****

PROFESSIONAL SUMMARY

Experienced Tier I Tech Support professional with 7 years of experience. Strong problem-solving skills, adaptability, and analytical thinking. Able to troubleshoot and resolve technical issues efficiently and effectively. Committed to providing excellent customer service and ensuring client satisfaction. Seeking opportunities to utilize my expertise and contribute to the success of a dynamic tech support team.

EMPLOYMENT HISTORY

JAN, 2022 - JUN, 2023

Technology Operations Associate, Wells Fargo, Charlotte

● Implemented best practices and techniques to resolve and route tickets appropriately as well as contributed efforts in managing chat and email issues with priority users in Wells Fargo’s FA department.

● Provided end-user desktop support of Microsoft Office and a broad range of software.

● Diagnosed and resolved network and system issues, up to 30 IT tickets per workday.

● Researched troubleshooting steps or escalated issues when necessary.

● Installed network printers at the request of end users.

● Documented details thoroughly in ServiceNow software platform.

● Worked in cooperation with other Operation groups within the company to uphold service deadlines for users and assure quality and efficient service following ITIL standards for the company.

● Collaborated with cross-functional teams to identify and implement process improvements in order to optimize technology operations and enhance productivity.

EMPLOYMENT HISTORY

AUG, 2021 - JAN, 2022

Service Desk Analyst, Molina Healthcare, Charlotte

● Assisted users with gaining access to their accounts, along with assisting with issues arising with company software and website access and issues.

● Perform system setups for user, level 1 troubleshooting of users

● Issue password resets, Used Bomgar to remote into user’s PC’s.

● Deprovision computers, and install network printers.

● Worked with internal and external departments to verify property time management of incidents and their resolutions for users

● Assisted users with understanding the tools provided to them to access and use their healthcare plans

● Assisted healthcare providers with keeping up to date with patient information

● Provide excellent customer service to internal users by promptly answering calls, emails, and chat inquiries and resolving technical issues with efficiency and accuracy.

APR, 2021 - AUG, 2021

Service Desk Analyst, C3i, Charlotte

● Delivered active functional support to the clients with Service-now requests and provided technical support to users in a professional manner

● Closely analyzed and assessed IT issues and took appropriate initiatives to ensure timely resolution

● Focused on delivering exceptional services by identifying issues related to Active Directory password resets, SAP GUI problem resolution, O365 assistance, Avaya, virtual private network troubleshooting, and virtual machine troubleshooting

● Efficiently responded to requests for IT support and adeptly resolved network, hardware, and software issues.

● Maintained up-to-date with new, innovative technologies and expertly troubleshoot mobile devices, including iPhone and Android NOV, 2019 - JAN, 2020

In Shop, Jimmy John's, Charlotte

● Maintained clean and orderly appearance throughout kitchen and dining area

● Executed proper techniques when preparing menu item ingredients

● Safely operated ovens, fryers, and grills to prevent injuries and accidents

● Sanitized workstation at end of shift to prevent foodborne illnesses

● Develop and maintain strong product knowledge to assist customers with menu selection and recommendations.

● Deliver exceptional customer service by ensuring a friendly and efficient in-shop experience for all customers

EMPLOYMENT HISTORY

JUL, 2018 - SEP, 2019

Lifeguard, High Sierra Pools, Frederick

● Completed daily pool maintenance such as checking PH in the pool and maintaining a clean pool area

● Trained new lifeguards on safety policies and rules

● Ensure the safety and well-being of all pool patrons by closely monitoring the pool area and responding quickly to any potential emergencies or accidents.

● Conduct regular inspections of pool equipment and report any malfunctions or maintenance needs to ensure the safety and functionality of the pool area.

● Provide exceptional customer service by proactively engaging with pool patrons and addressing any questions or concerns

● Maintain up-to-date knowledge of current water safety protocols and CPR certifications

OCT, 2017 - APR, 2018

Tier II Desk-side Support Analyst, Actionet, Washington, DC

● Assisted customers of the DOE desk side with technical issues that could not be resolved over the phone by the tier 1 desk support

● Resolved issues with software and applications such as Outlook, Entrust, and other DOE-specific applications

● Handled hardware delivery and installation

● Provide technical training to new desk-side support analysts on software and applications used by the DOE

● Collaborate with other IT teams to identify and resolve complex technical issues

● Provide on-site support to DOE desk-side customers by resolving technical issues that cannot be resolved remotely

● Schedule appointments for installations and repairs

● Worked with SCCM, Entrust Encryption, Active Directory, and RSA console EMPLOYMENT HISTORY

MAY, 2017 - OCT, 2017

Tier I Support Analyst, Actionet, Germantown

● Implemented best practices and techniques to resolve issues from DOE clients and when necessary route tickets appropriately to desk-side support

● Assisted customers with issues of Account Management via Active Directory such as password reset

● Informed customers of the process of putting in requests for hardware and software

● Assisted customers calling in to troubleshoot general issues (mapping printers, finding archives, etc.)

● Assisted Colleagues in Understanding new software and applications such as Blackberry UEM and their Admin Consoles

● Assisted end users of the DOE with migration from the mobile application GOOD to the mobile application Blackberry UEM along with its sub-apps Blackberry Work, and Blackberry Access.

AUG, 2015 - JUL, 2016

Tier I Support Analyst, Actionet, Germantown

● Assisted end users of the DOE with technological problems during their migration to Office 365

● Provided support to customers with GOOD applications for their mobile phones, including installation and troubleshooting

● Identified more efficient ways to conduct processes and assist customers with applications such as Outlook

● Demonstrated ability to identify concerns and determine appropriate solutions for customers

● Worked with Office 2013/2016/365 and Windows 7/10 in a fast-paced environment with 6,000 users

● Assisted incoming Tier 1 Analysts with questions about applications and software used on a day-to-day basis

● Develop and maintain knowledge base articles and documentation for common technical issues and resolutions to assist Tier I Analysts

● Collaborate with cross-functional teams to identify opportunities for process improvement and develop innovative solutions

SKILLS

Familiar with Data Entry Systems

Problem-solving

Situational Adaptability

Customer service

Software troubleshooting

Remote support

Documentation

Microsoft Office Competency

HOBBIES

More recently in my free time, I have been studying the aspects of web development, including front-end languages like HTML, CSS, and Javascript; along with back-end languages like Python to better understand coding, APIs, and the development process, with the ultimate goal of transitioning into that line of work.

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