Technical Support Service Desk

Leah Reaves

*** ***** ***** **, ********** VA, **482 · 443-***-**** Mobile

Email: ****.******@*******.***

Experienced IT Professional with a strong technical background, critical thinker with a problem solver spirit, providing stellar technical support, customer phone support, coupled with strong time management, written and communication skills.

EXPERIENCE

03/2022 – PRESENT

SERVICE DESK ENGINEER / TECHNICAL SUPPORT & TRAINER, BAHWAN CYBERTEK

100% remote technical support / phone support for Maurice’s Clothing stores providing Point if Sale support for all locations throughout the United States and within Canada. In charge of procurement and inventory management and distribution of computers. Experience in managing relationships with vendors. Heavy Oracle database application support; Network password resets, Outlook 365 account setup and support, Multi Factor Authentication support, Microsoft Teams application support, Dameware, CCA, and ServiceNow. Major Incident Management for applications and services, notifying required teams, organizing of meeting bridge for issue resolution, along with IVR message posting with application banner notification. Familiarity with setting up wireless mobile devices like smartphones, tablets and other similar gadgets and setting up and adjusting those devices within a business setting. Previous involvement in managing a VOIP system and setting up devices, services, placing orders. Involved in a substantial level of face-to-face engagement with customers, which includes tasks such as activating and configuring devices, as well as providing troubleshooting and support. Experience with software installation and maintenance, including connecting iPads, PCs, and IOS / Android devices to the network and resolving any issues that arise. Knowledge Base and template creation within ServiceNow. Managing VMWare Workspace One is a platform for mobile devices. Established and maintained service group application assignments database for proper ticket routing. Analyzed data for financial billing and account reconciliation. Served as Help Desk Analyst Trainer for all new hires, provided support and coaching to Service Desk team and evaluating, examining, and managing telecommunication billing, including the identification of patterns and errors, and initiating dispute resolution as necessary.

08/2021 – 02/2022

LEVEL II SERVICE DESK ANALYST, HCL TECHNOLOGIES

100% remote phone support for Crump Life Insurance Service and Truist Bank. Heavy Oracle database application support, VDI technical support, Azure account creation, network password resets, CISCO AnyConnect VPN support, Multifactor Authentication support. Done data analyzing for the process of managing financial billing and reconciling accounts. Responsible for purchasing, managing inventory, and distributing computers. Proficient in software installation, maintenance, and troubleshooting for iPads, PCs, and IOS/Android devices. Experience in VOIP system management, device setup, service activation, and order placement. VMWare Workspace One is a platform for managing mobile devices. Experience overseeing vendor relationships. Experience in configuring wireless mobile devices such as smartphones, tablets, and other similar gadgets for use in a business environment. Engaged in extensive in-person interaction with customers, performing tasks such as device activation and troubleshooting. Assessing, reviewing, and handling telecommunication billing, including identifying patterns and errors, and resolving disputes when needed. Microsoft Office 365 account creation and support, ServiceNow ticket management tool used for self-service user support request and incident and request ticket creation. Assisted users via phone, email, and self-service ticket request.

03/2019 – 10/2020

LEVEL II SERVICE DESK ANALYST, PENN STATE HEALTH

100% remote phone support for Penn State University and Hospital. Heavy Oracle database application support, VDI technical support, Azure account creation, network password resets, CISCO AnyConnect VPN support, Multifactor Authentication support. Outlook Migration project support, Microsoft Office 365 account creation and support, ServiceNow ticket management tool used for self-service user support request and incident and request ticket creation. Assisted users via phone, email and self-service ticket request. Provided Windows and Mac Laptop support. Software deployment using LANDesk, DUO MFA. Specialized in time sensitive Operating Room Technical Support

06/2017 – 02/2019

IT SERVICE DESK SUPERVISOR, ALLEGIS GROUP

Oversight of thirty (30) Level 1 & Level 2 Help Desk Analyst; Scheduling coordination; time approval; analyst phone screening/interviewing/hiring; Metric driven performance analytical report (agent utilization rate analysis); CSAT review/user follow up; Quality assurance reporting; SLA breech analysis reporting; inContact crystal reporting; Technical knowledge base development and maintenance; Asset management coordination; Monthly analyst one on one performance reviews; Purchasing coordination via App portal; Environmental change order review/support coordination; Analyst training coordination; Weekly team meeting; Major incident bridge participation; Quarterly on call rotation; Offshore partner collaboration

11/2015 to 06/2017

IT SERVICE DESK LEVEL II ANALYST, ALLEGIS GROUP/TEKSYSTEMS

Request and incident management via ServiceNow ticketing system; Installation/Troubleshooting various internal and third party applications on user desktop; laptop; mobile devices; Performed user data transfer /validated file backups; VPN connection/troubleshooting assistance; Office 2010; 2013; 2016; O365; Application installation/troubleshooting; New user profile creation; Intune registration assistance for mobile device account access; CRM to Salesforce transition support team member and Salesforce support specialist; Active Directory; Create new user account; Maintain user accounts; Reset passwords; Enabling/disabling user accounts on network/OU placement

07/2014 – 07/2015

IT SERVICE DESK ANALYST, TEKSYSTEMS (CONTRACTUAL SUPPORT)

Project Based IT Help Desk Specialist Pandora Jewelry

Surface Pro 3 Device Deployment; User device training and set-up; Software Central; Zendesk help desk ticket management; Active Directory account creation and maintenance; Reset passwords; Responsible for troubleshooting and resolving incidents related to Windows 7, Windows 8, Windows 8.1, MS Office (Word, Access, Excel), CRM, Outlook 2013

03/2011 - 06/2014

IT STUDENT SERVICE TECHNICIAN COPPIN STATE UNIVERSITY

Provided hands on and remote technical support to the students, faculty, and staff. Performed hands on PC desktop repair/hardware installation along with software installation/upgrading Responsible for trouble shooting Windows 7, MS Office (Word, Access, Excel), Outlook 2010 and conducting password resets within Active Directory. Documented repair statues in HEAT ticketing system. Utilized ghost imaging; push image onto new and refurbished PC's Performed virus removal and software installation and maintenance Connected iPads, PC/Android devices to the network and troubleshot issues. Responsible for inventory management and distribution of computers. Decommissioning end-of- life assets Installed new computers and troubleshot printers and scanners. Space and event management, composition of reports and documents, dictation, and transcription. Blackboard and Tegrity deployment assistance, computer image ghosting and equipment upgrades.

EDUCATION

MONTH YEAR

COMPUTER SCIENCE BS, Coppin State University

2012 – 2014 - CREDTIS OBTAINED WHILE MAINTAINING 3.5 GPA

ASSOCIATES DEGREE IN OFFICE SYSTEMS MANAGEMENT, maryland training Center

Completed with 3.5 GPA courses including Bookkeeping, Data Entry, Office Administration

SKILLS

Hands on technical experience at varied increasing levels of responsibility

Patient Stellar Customer Service – (hear the customer, help the customer, and empower the customer)

Time Management

Multi-Tasking

Team Player

ACTIVITIES

As a grandmother of 15, I enjoy sporting activities, church functions, and mostly family outings and getaways.

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