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Support Help Desk Technical, Help Desk Analyst

Location:
Minneapolis, Minnesota, United States
Salary:
19.00 per hour
Posted:
November 08, 2019

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Resume:

Scott Hannah

**** ******** **. **

Columbia Heights, MN 55421

Home: 763-***-****

Cell: 763-***-****

adash7@r.postjobfree.com

https://www.linkedin.com/in/scott-hannah-7a46b5164/

SUMMARY

Client Support Specialist with 10+ years experience and a strong background in technical support, staff training / development and quality assurance providing technical support to 1200+ retail stores and 8+ Distribution Centers. Eager to learn new skills and perfect the customer / client experience.

SELECTED SKILLS & TROUBLESHOOTING EXPERIENCE

A + Coursework Microsoft Office Applications Support TCV

Active Directory Support Mission Mode VMM

BASE 24 Notification VMWare

B2B Gateway O365 Support

Outlook Webcontrol

BI-Query Partners Online Win7 to Win10

Citrix PC & Laptop Repair / Inventory support.

CCNA Coursework Printers – HP & Lexmark

CCTV Camera Security Systems RPS

GXS SAP

Host SBN

HTML SCCM

IPOD/ IPAD troubleshooting ServiceNow

Javascript SKYPE

JAVA SLACK

LYNC SQL Query Analyzer

Maximo Sybase SQL

EMPLOYMENT HISTORY

Client Support Specialist (TVS), Target Corp., Brooklyn Park MN 2015-2019

- Substantially reduced property and product loss by providing liaison support between the end

users and the contract vendor support for troubleshooting server hardware and software applications.

- Increased client and vendor productivity by providing excellent technical support for laptop

related equipment, inventory control mobile devices, and various printing equipment. (Achieved 82% FLR)

- Enhanced the safety of customers and employees by remote troubleshooting

CCTV security camera systems (digital and analog). (Achieved 80% FLR)

- Increased productivity of the call center staff by troubleshooting WYSE

and Citrix based systems. This allowed the staff to assist clients

and customers which delivered great customer satisfaction. (Achieved 95% CSAT)

Electronic Document Interchange Specialist, Target Corp., Brooklyn Park MN 2014-2015

- Built a reliable communication connection between myself and contractors

which created data integrity for critical documents and procedures. (Reduced resolution time

25%)

- Ensured integrity by contractors to provide timely services, deliveries, and product replenishing

which increased efficiency and profitability

- Improved client and employee productivity by utilizing several applications thereby

Strengthening data reliability (Partners Online,GXS,TCV,VMM,and B2B Gateway. This kept the business in line with national requirements involving EDI procedures.

Client Support Specialist - Core,Target Corp., Brooklyn Park MN 2010 to 2014

- Enhanced client and employee satisfaction by utilizing remote technical troubleshooting

support for various clients using SCCM, Skype, Lync, Base24, and Host.

- Increased production by reducing down time and stress and providing employees and

clients excellent technical support and troubleshooting. This successfully helped to repair a

variety of issues involving laptop connections, workstations, inventory control mobile devices,

and various printing systems. (Achieving 80% FLR)

Systems Support Technician, Target Corp.- FMOC, Minneapolis MN 2007 to 2010

- Enhanced the process of information sharing between fellow employees by creating detailed

technical documentation. This effort provided an on line option to promote consistency

between technicians and field personnel therefore enhancing efficiency and lowering costs.

- Increased management access to data to quantify business decisions by creating queries in

SQL and Microsoft Access. This effort reduced wasted resources by exposing unwanted

business trends.

- Vastly improved the communication process between clients, contractors, management and

emergency personnel by providing administrative resources maintaining an emergency paging

system. With this process the team could communicate issues or concerns quickly to staff

members. Especially in a business continuation situation.

EDUCATION

Bachelor of Science - Minnesota State University - Mankato

Major: Law Enforcement

Minor: Computer Science

Coursework - Network Administration - Hennepin Technical College

Webfocus Reporting Tools Training – Target Corporation

Courses 300T & 301T & 341

VOLUNTEER EXPERIENCE

2017 to Present Provided audio and video technical support for the sound booth at

Passion Church in Fridley MN.

2015 to 2016 Served as Chairman of the Board of Deacons for Elmwood Evangelical Free

Church in New Brighton, MN.



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