Justin Robinson

ad3pe4@r.postjobfree.com 347-***-**** Chester, PA

SUMMARY Excitedly seeking IT Analyst role with 11 years of rich experience in IT support and analysis. Proven track record in troubleshooting, problem-solving, and customer service, with expertise in software installation, system imaging, and ticket analysis. Proficient in various tools and systems, with a strong ability to multitask and maintain relationships with third parties/vendors.

WORK EXPERIENCE Comcast Philadelphia, PA

Business Care Anaylst Feb 2022 - Present

• Provides thorough and accurate responses to customer inquiries, demonstrating superior problem-solving abilities and maintaining a high level of customer satisfaction.

• Manages complex billing and technical issues pertaining to internet and phone services, ensuring swift resolution and minimal disruption to client operations.

• Utilizes various tools and systems effectively, applying knowledge base to customer situations and empowering clients through education on their services. Thomas Jefferson University Hospital Philadelphia, PA Solution Center Analyst Mar 2021 - Feb 2022

• Assessed and resolved user issues through expert knowledge and comprehensive questioning, enhancing user experience and system functionality.

• Oversaw IT issue escalations, ensuring prompt resolution of critical customer problems, thereby improving customer satisfaction.

• Improved support procedures and expedited repair processes for various brands including Apple, Samsung, Dell, Xerox, and HP, promoting consistency and efficiency in support actions.

Starbucks New York, NY

Shift Supervisor Aug 2020 - Mar 2021

• Assisted in managing team schedules and coverage, ensuring adherence to company standards and efficient store operations.

• Oversaw cash handling procedures during shifts, maintaining accountability for store funds and performing both front and back of house functions, including opening and closing procedures.

• Fostered a positive environment and prioritized customer satisfaction, consistently providing exceptional food and services.

Wakefern Food Corporation Edison, NJ

Helpdesk Support Specialist Jul 2019 - Aug 2020

• Managed incoming support calls effectively, demonstrating excellent customer service skills through proficient troubleshooting and timely ticket creation.

• Showed commitment to customer satisfaction by providing regular updates on service requests or incident tickets through call-backs and emails.

• Enhanced help desk productivity by promptly resolving cases during the first interaction and accurately directing issues to the relevant teams. Merlin Entertainments New York, NY

IT Support Analyst May 2012 - Mar 2019

• Provided comprehensive IT support, managing troubleshooting solutions for software, hardware, and network connectivity issues, as well as administering user password resets via Active Directory.

• Executed both in-person and remote helpdesk support, demonstrating strong communication skills and problem-solving abilities.

• Conducted daily hardware and software diagnosis and rectification, facilitated system imaging, software installation, ticket analysis, and escalated complex issues, ensuring operational efficiency.

• Handled diverse responsibilities, including managing store funds during shifts, executing point-of-sale duties, and performing opening and closing procedures, demonstrating multitasking abilities and attention to detail. EDUCATION Delaware County Community College

Diploma, Carpentry

Media, PA

Aug 2024

Coursera

System Administration and IT Infrastructure Services Newark, New Jersey

May 2019

SKILLS Windows Desktop Support • Ability to Adapt Quickly and Effectively in a Diverse and Ever-Changing Environment • Strong Initiative, Resourcefulness, and Follow-Through

• Cash Handling • Store Manager • Hardware & Software Troubleshooting • Operating System & Application Installations • Logical and Lateral Thinker • Application Installations • Call Center Experience

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