Help Desk / Service Desk Analyst

Rosanne Pickering

Omaha, NE

Cell 402-***-****

************@*****.***

PROFESSIONAL PROFILE

Technical Support Specialist who knows how to enhance the reputation of a company by keeping existing customers happy and transforming first-time customers into loyal, satisfied customers. With 7+ years of experience in a Technical Support atmosphere and 20+ years of progressive experience in Customer Service/Support, I can build and sustain relationships, act quickly to prioritize work as necessary, and

get the job done in a timely fashion.

ACHIEVEMENTS

Acquired a Secret Clearance to work at Offutt Air Force Base through Unisys Corp in 2019.

Received many "Kudos," "You Rocks,” "Cheers for Peers," and “Shout Outs” from Teammates and Managers for going above and beyond to help out in different areas through Ellie Mae, American Title Inc, Pamida, and Ubiquity.

Earned extremely high survey scores with exceptional comments from customers after providing them with quick first call resolutions for most of their technical issues at Ellie Mae

Promoted in 2009 from a Customer Service Associate at the Pamida Retail Store, to the fulltime Cash Office Specialist, fulltime Shipping/Receiving Specialist and became the Team Lead as well. When the store closed, my

Manager requested that I be transferred to their Headquarters, as to not be left jobless. I was given the opportunity to work at their Help Desk, trained in Technical Support and began my new career working in the IT industry in 2010.

Promoted from a Customer Service/Keno writer to a Shift Manager at Keno Casino

SKILLS

• Windows XP, 7 and 10

• Internet Explorer, Google Chrome, Firefox, and Safari

• Installation, Removal, and Troubleshooting, Computer Hardware and Software Active Directory, Citrix, Shoretel, VPN, VNC, VDI, Remote Desktop, Remote Access, Go to Assist, TeamViewer and Bomgar

• Atlassian Jira, Remedy BMC, CA Service Desk, Sales Force, and Service Now

• Ability to interact with diverse groups of technical and non-technical individuals, comfortably and competently over the telephone

• Listens attentively, has patience on difficult calls, and is confident in delivering solutions to clients and team members

• Excellent computer and technical skills, quick to learn new things

• Ability to identify root cause of issues with strong troubleshooting and problem-solving skills

• Excellent organizational, time-management, oral and written communication skills

• Ability to maintain composure and professionalism under high-pressure conditions

EDUCATION

Omaha College of Health Omaha, NE Dental Assistant Course No Degree

Bryan High School Omaha, NE General Studies Diploma/GED

CERTIFICATIONS

HDI Support Center Analyst Certificate number #3_1479673_1043 11/18/2016

Dell Client Course 2019 Course number ES404CL101023 10/17/2019

EXPERIENCE

Unisys Corporation Omaha, NE

*Field Services Technician 10/2019-1/2020

• Respond to technical service hardware requests and break/fix incidents

• Support Dell, HP and other notebook, desktops, and monitors

• Resolve end user questions or problems in the areas of functionality and technical troubleshooting

• Take responsibility for additional follow-up as required to ensure service is fully restored

• Ensure a high level of customer satisfaction throughout the service delivery

Ubiquity Global Services Omaha, NE

Customer Engagement Specialist 2/2019–8/2019

• Contracted out to provide Aspiration Online Banking clients with superior customer service via e-mail, or phone, with detailed resolution/logic

• Thoroughly document all client interactions within Zen Desk ticketing system

Ellie Mae Omaha, NE

*Technical Vendor Support Analyst 8/2015-3/2018

• Provide clients with superior customer service and technical support via e-mail, chat, or phone, with detailed resolution/logic

• Thoroughly document all client interactions within Sales Force internal ticketing system

• Identify defects/bugs in the software

• Create JIRAs for the Product & Development Team and assist them with testing to help resolve

• Create and attach Knowledge Base Articles and created step by step walk through documentation for the benefit of Encompass users and Technical Support Team

American Title Inc Omaha, NE

*Help Desk Analyst Level 1 12/2013-2/2015

• Provide centralized first level support for employees working in office and remote and Vendors that use the B2B website, by responding to emails and phone calls

• Create tickets in the CA Service desk system to track troubleshooting procedures, escalation, and resolution

• Create and maintain accurate knowledge documentation

• Assist Desktop support when needed, with various tasks including email troubleshooting in MS Outlook, Active Directory user set up and password resets. Printer support, VPN, VNC, and VDI

Shopko Omaha, NE

Customer Service Supervisor 4/2012–11/2013

• Supervised and coached a group of 4-8 team members

• Daily office duties including: Counting all cash, checks and coupons, setting up cash drawers, make bank deposits

• Worked behind the Customer Service counter and assisted in cashiering when needed

• Transferred to Pharmacy Department as a Pharmacy Technician Providing excellent customer service in a fast-paced retail environment

• Transferred to the Council Bluffs location to work in the Price Accuracy, Apparel, and General Merchandise departments

Pamida HQ Omaha, NE

*Systems Support Services Specialist 1/2010–4/2012

• Receive, log, analyze, troubleshoot, and resolve technical issues on a range of systems

• Achieved high levels of productivity and customer satisfaction

• Assisted stores with complex cash office reconciliation issues

• Active Directory user set-up and password resets

• Email troubleshooting in MS Outlook

• Escalated issues to accounting and/or loss prevention as appropriate

• Performed testing, created documentation and was a trainer for the new Tomax POS system

Pamida Retail Store Omaha, NE

Team Lead and Cash Office/Receiving Specialist 2/2008-1/2010

• Managed up to 10 sales associates.

• Daily office duties including: Counting all cash, checks and coupons, setting up cash drawers, and make the bank deposits.

• Adjust time punches and maintain reports daily, in Kronos Time Keeping system for all store employees.

• All shipping/receiving duties including accounts payable/accounts receivable

*Denotes Technical Experience

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