Service Customer

*** ******** ******, ******* *******, MD *****

240-***-**** **************@*****.***

Teureka Dickens

PROFESSIONAL SUMMARY

Reliable, talented and highly driven Information Technology (IT) professional with over 10 years of experience in overseeing and performing all facets of computer help desk support, including diagnosing, troubleshooting, installations and maintenance. Critical thinker who addresses customer support issues quickly and consistently meets deadlines and targets while delivering high quality work individually or in a group setting. Demonstrate in depth knowledge of numerous software applications and operating systems. Possess exceptional communication, leadership, analytical and critical thinking skills along with a strong diligence.

TECHNICAL SKILLS

Operating Systems: Windows (XP Professional, 7, 8, 10); Mac OS X (up to 12); iPad OS 12.4,

iPhone OS 12.4

Tools: Microsoft Office Suite (up to 365), Azure Active Directory, Google Applications,

Fischer International Identify, PeopleSoft EP, Cisco Finesse, Bomgar, WebEx, IP

Communicator, OpenVPN, Amazon Workspace, Salesforce/IT Works (Service

Now), Parature, Heat, Citrix, Verint, eGain, Deltek, Lotus Notes, Adobe Reader

Browsers: Internet Explorer, Microsoft Edge, Google Chrome, Firefox, Safari

SUMMARY OF SKILLS

Knowledge of ITIL practices

Ability to manage multiple tasks and meet deadlines simultaneously with minimal supervision

Able to master new skills quickly and efficiently

Demonstrate professionalism, integrity and commitment while working with customers in high pressure situations

Ability to research problems and create solutions

Ability to apply knowledge acquired or from a knowledge base source to resolve user issues

Exceptional understanding of computer hardware, operating systems and applications

Ability to interact and follow up with customers

Strong analytical, motivational, coaching and mentoring skills

Ability to adapt quickly and effectively in a diverse and ever-changing environment

Proficient in Microsoft Office Suites

Conflict resolution

Knowledge of Active Directory

PROFESSIONAL EXPERIENCE

Maximus Federal (Campus of University of Maryland Global Campus (UMGC)), Largo, MD

Senior IT Help Desk Analyst, November 2018 – Present

General Dynamic Information Technology (Campus of University of Maryland University College (UMUC)), Largo, MD

Senior IT Help Desk Analyst, November 2015– November 2018

Service over 90000 students, faculty and staff worldwide daily through phone, email and chats.

Provide support for web applications such as PeopleSoft, Learning Experience Online (LEO), VPN and Office 365.

Enter, monitor, document, update and close over 1000 incidents and requests in Salesforce/IT Works ticketing system.

Pinpoint technical problems, investigate issues and recommend solutions by applying advanced diagnostic techniques. Play a key role in analyzing data for recommending continual improvements.

Monitor queues and manage work schedules to assure all Service Level Agreements (SLAs) are meeting contractual requirements, boosting service levels metrics by over 20% in a year by supporting agents with enhanced coverage/assistance.

Oversee daily operations of the IT Service Center, including maintaining detailed trouble tickets, escalating issues accordingly and keeping constant channel of communication open with customers during escalation.

Use Active Directory to unlock accounts, reset passwords and add users to groups.

Review and examine mis-escalation cases thoroughly for meticulousness and accuracy. Reduce escalations to the IT escalation team by 60% to an average of 5 per day.

Increase customer satisfaction by 30% within a year by supervising and training over 5 new agents on phone etiquette and troubleshooting techniques.

Cover for the IT Service Center Supervisors in their absences.

Commended by customers, in formal customer satisfaction surveys, for courteous, helpful and responsive service. Attained a 95% customer satisfaction rating.

Randstad Technologies, LP (Campus of UMUC), Largo, MD

Senior IT Help Desk Analyst, May 2014 – November 2015

IT Help Desk Analyst, May 2012 – May 2014

Administered support for over 90000 students, faculty and staff worldwide daily through phone, emails and chats.

Pinpointed, researched and resolved a wide range of hardware and software issues and escalated complex issues to technical escalation teams when required.

Created, noted and closed an average of 250 support tickets monthly in Parature ticketing system which involved Windows and Mac operating systems.

Provided support for web applications such as PeopleSoft, WebTycho and VPN.

Resolved customer concerns efficiently and expeditiously, answering approximately 200 calls per week.

Surpassed company’s expectations by achieving over 80% first call resolution on a monthly basis and 90% customer satisfaction rate, higher than average.

Decreased incident callback rate by 15%; used communication, technical and analytic skills to identify user needs and provide effective solutions in a timely manner.

Distributed passwords and enabled accounts in Active Directory.

Received 5 “Customer Service Awards” for going above and beyond expectations and providing exceptional customer service to users.

Promoted to Senior IT Help Desk Analyst in 2 years for exceeding company's goals and outstanding customer service.

Routinely exceeded call-handling goals, closing an average of 50 tickets per day (25% above quota) with an 80% first call resolution ratio and an average talk-time of 6 minutes.

Access Systems (Department of the Interior), Washington, DC

IT Help Desk Technician, April 2007 – January 2009

Acted as first point of contact for over 1200 DOI employees in the DC metro area through phone, email and in-house.

Diagnosed, troubleshot and resolved a range of hardware, software and connectivity issues. Ensured quick resolution of user concerns and escalated more complicated issues to Tier II and Tier III departments.

Achieved the highest levels of productivity, handling over 300 calls per week and averaging 50+ calls daily, giving detailed, friendly & polite service to ensure customer retention.

Originated, categorized, tracked and documented an average of 200 tickets on a monthly basis in Heat ticketing system.

Closed 85% of trouble tickets on the first call without escalation.

Reduced time spent on inventory by 25% by reorganizing physical storage of supplies.

Oversaw daily operations of the help desk, including resetting passwords and unlocking accounts in Active Directory, creating Internet based (Inotes) e-mail accounts, setting up workstations and laptops for new employees and installing software.

Awarded “Star Employee of the Month” 5 times for delivering outstanding technical support and customer service.

EDUCATION

NORTH CAROLINA STATE UNIVERSITY, Raleigh, NC

Bachelor of Science in Computer Science with Minor in Business Management, December 2002

ADDITIONAL SKILLS

ITIL Foundations Certificate in Service Management, October 2016

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