Service Desk Customer

AW

OBJECTIVE

I would like to use my ** years of military experience providing personnel support to military and civilian community. My past military personnel experience. I would be an asset to your organization.

SKILLS

Certified Peer Specialist

Certified Nursing Assistant

Certified Whole Wellness Action Management (WHAM) Facilitator

Certified in Restraints/Seclusion

First Aid/CPR Certified

MS Office (Advanced)

MS TEAMS

Electronic Medical Records

ANTHONY T. WRIGHT

HEALTHCARE -MENTAL HEALTH WWW.LINKEDIN.COM/IN/ANTHONY.WRIGHT.942635209

EXPERIENCE

SERVICE DESK ANAYLST•CACI•NOV 2023 – NOV 2024

•Level 1 support to customers required EIT services across 187 bases for users in all mission environments and enabled USAF personnel to transition focus from network operations to mission operations.

•Provide junior level support with a team that supports 24 X 7 operations for the Enterprise Information Technology (IT) Service Desk. The IT Service Desk receives and resolves incident and request tickets through Service Now mana supports a 60,000-plus user community for the Department of the Air Force.

•Multi-tasked, specifically focused on creating support tickets in a web-based CRM and troubleshooting while speaking to someone on the phone.

•Works remotely under the supervision of the Service Desk manager to provide customer assistance to DAF end users.

•Serve as the first contact for users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing.

•Followed designed call scripts to respond to customer inquiries.

•Ability to support users with limited knowledge of computers, software, hardware, and systems,

•Triages customer calls create trouble tickets and escalates Tier 2/3 analyst or 3rd party vendors as required for the solution.

•Demonstrated sound customer service and telephone etiquette in responding to customer calls or inquires for service and support.

•Demonstrated attention to detail and desire to provide outstanding customer support.

•Followed established quality control processes to meet quality assurance standards for customer service

TECHNICAL SUPPORT AGENT•SAIC•FEB 2023 – NOV 2023

Resolve technical problems (Tier 1) and answer queries by telephone or self-service ticket in support of internal and/or outside customer computers hardware, software, network, system/application access, and telecommunication systems

Support desktops, laptops, mobile devices, printers, scanners, and other hardware

Applies basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures

Diagnose, identify, isolate, and analyze problems utilizing historical database records.

Route calls to product line specialists, application or system support specialists.

Maintain and updates records and tracking databases.

Escalates complex problems to a higher level of expertise within the organization.

Documents all customer interactions within a ticketing system.

Alert management to recurring problems and patterns of problems.

Provide exceptional customer support through various contact methods such as phone, chat, and email.

Respond to customer support requests quickly, efficiently, and friendly.

Accurately and thoroughly document customer requests.

Resolve customer incidents and requests if possible or assign them to higher tiers as required.

Act as a single point of contact for existing incidents and requests.

Provide customers with a reference number for their incident/request.

HEALTH SERVICE TECH (LEAD)• EAST CENTRAL RH• FEB 2022 – FEB 2023

Provide basic patients care; works with patients to develop ADLs.

Prepares clients for treatment or examination.

Observes and documents patient data, behavior, and activity.

Conducts activities for recreation and socialization.

Assists in administration and treatments, takes vital signs as directed by a physician or nurse.

Ensures safety and security of clients.

MENTAL HEALTH TECH•NEW VISION BHC•MARCH 2004 – JUNE 2020

Documented client’s behavior during observation period

Developed goals and interventions for treatment plans.

Provide de-escalation support for clients in experiencing mental health crisis.

Facilitates Cultural Issues related to recovery and wellness groups.

Collaborate with treatment team to ensure comprehensive care for the clients.

Ensured the maintenance /storage clients record are documented.

EDUCATION

B.S. PSYCHOLOGY • MARCH 2024 •UMGC

A.A. PERSONNEL MANAGEMENT• AUG 1998 •CCAF

A.A. INFORMATION MANAGEMENT•SEPT 1999 •CCAF

CLINICAL MENTAL HEALTH CARE CERTIFICATE•JAN 2024 •UMGC

VOLUNTEER EXPERIENCE OR LEADERSHIP

20-year Retired USAF Veteran volunteer with Disable American Veterans (DAV)

Personnel Officer of the Year

Certified Ethnical Hacker (CEH) Council

Volunteer Local Church food pantry.

Volunteer at Peer and Recovery Respite Center of Augusta

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