Help Desk Service Representative

Harlan Ashe Jr

Support Engineer with Help Desk Experience+1-216-***-**** **********@*****.*** Cleveland, OH 44125

Willing to relocate to Cleveland, OH, South Euclid, OH, or Beachwood, OH Authorized to work in the US for any employer

Summary

Eighteen plus years’ experience in a customer service roles and phone coverage skills in a help desk environment.

Strong troubleshooter of Microsoft software (2003, 2008, XP, 10, 11), Active Directory, ServiceNow, Microsoft Excel, Microsoft Word, VPN FortiClient, Requirements Gathering, Systems Analysis.

Ability to independently prioritizing workload and excel in high pressurized moments, strong time management skills and ability independently and within the team.

Work experience

Systems Analyst

AAA East Central - Independence, OH September 2023 to April 2024

Reached sales and service goals for multiple AAA products and service items in person and over the phone.

Created travel routes for the clients by showing physical road maps and other travel-related materials.

Repaired laptops in state and in West Virginia, Kentucky and Pennsylvania by re-imaging old desktops and laptop devices into new laptops for staff.

Information Service Representative

CAI (CSMD) Information Service Representative - Cleveland, OH June 2022 to August 2023

Assisted end users in diagnosis and solution of hardware and software problems.

Recorded and tracked issues of all incoming issues from school employees, students and parents of various issues related to hardware and software by communicating expectations. Documented and resolved issues within the SLA by providing information using sound judgment of the issue and resolving the problems of the clients.

Oracle Application Support Engineer

Oracle - Solon, OH November 2015 to May 2022

Was the focal point in providing guidance and real time resolution on a wide range of technical customer software difficulties such as product compatibility and configuration support and electronic support troubleshooting for 10-15 clients throughout North America using knowledge base software for resolution.

Handled and resolved service requests from the client, implement fixes, addressed hardware failures, system problems and addressed all other help desk problems that could not be resolved by documenting the cases that for further resolution to level 2.

Responsible for analyzing the hardware and software problems of stores and writing case notes in the Retail Support Repository system for Oracle.

Customer Service Representative

AAA East Central - Independence, OH August 2014 to October 2015

DUTIES & RESPONSIBILITIES

Provided effective and efficient handling of incoming Emergency Road Service (ERS) member calls throughout North America in terms of their membership coverage.

Supplied solutions to the members' roadside problems by recommending AAA approved programs such as mobile batter Club Owned Repair and Approved Auto Repair service locations.

Took over 80+ calls a day across United States covering roadside assistance issues with expected time requirements to maintain the client’s needs and exceed their expectations.

Beacon Hill Technologies Contractor (Help Desk Specialist)

Beacon Hill Technologies - Hudson, OH May 2012 to July 2014

DUTIES & RESPONSIBILITIES

Responsibilities for taking 20-40 calls a day on hardware and software issues on all Joann Fabrics problems.

Resolved issues with across the country by using the system tickets for the clients about the their PC, store telephone problem and their Android problems for the manager.

(Help Desk Analyst)

Pomeroy contractor at PNC Bank - Cleveland, OH August 2011 to March 2014

Responsible for fixing various problems and making judgment decisions based on the callers issue(s).

Provided first level of support for company applications, remote server issues and PNC network security issues.

Responsible for handling 40+ calls per day ranging in different levels of complexity while assisting and educating the clients on all issues within a specific time limit.

I worked at a 98.5 availability rate when the required availability standard was 95%.

Warranty Department Service Team Manager

AmTrust Warranty - Seven Hills, OH February 2006 to October 2010

Initially provided customer service phone support as a CSR to clients over the phone by helping with their extended warranty coverage on their products.

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