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Help desk analyst, customer experience expert.

Jacksonville, FL
October 19, 2022

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Julie Kaufman

904-***-**** Jacksonville, FL 32209


. Dedicated worker with excellent communication, time management and computer skills. Aiming to leverage my abilities to successfully fill the vacancy at your company. Frequently praised as hardworking by my peers, I can be relied upon to help your company achieve its goals.



Grainger, January 2020-Present

Analyze, assess and respond to requests for assistance for entire corporate office in person or via remote support tools

• Provide phone support for computer hardware/software, local and network printers

• And switches

• Used Active Directory daily for user support along with reporting Received and resolved escalated issues as a Tier 2 technician while adding needed information to the knowledge base

• Guide customers through step-by-step procedures until issues are identified and resolved Resolved critical technical issues pertaining to System Performance, Viruses, Spy ware and Spam related issues, eliminate computer crashes, Network & Internet Connectivity related issues, Application Conflicts & System Bugs

• Office 365 user account creation and management

Support the use of operating systems and software applications including, but not limited to, Windows, Microsoft Office, VMware, Citrix, and Adobe applications

• Active Directory user and group account management

• Handled calls promptly and professionally.

• Addressed customers courteously using suitable methods and problem-solving skills.

• Updated and maintained database with accurate customer information and timely data entry.

• Assisted with mentoring new employees during and after training. Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues.

• Maintained logs and documentation to detail key information regarding incoming and outgoing calls.

• Investigated and researched issues to determine root causes and appropriate resolution methods. HELP DESK ANALYST, Jacksonville, FL

Diversant, January 2017-March 2019

Provided technical support for corporate users to include setting up computers, corporate cell phones, passwords, rights and responsibilities using Active Directory (Computers and Users)

Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily

• Configured and installed software for end-users

• Performed password resets, break fix, printer support, network connectivity and VOIP troubleshooting

• Created tickets in ITSM ticketing system and followed up on tickets to provide resolutions for end users

• Strong knowledge of Microsoft outlook and creating personal folders for users as well as repairing corrupt files Assisted with remote access issues users were having to help get them connected back onto the network and remoted back in

• Identified, troubleshoot, and analyzed computer issues

• Determined appropriate course of action and conducted repairs and modifications as needed. IT HELP DESK SPECIALIST, Lincoln, NE

IBM, November 2015-June 2016

• Results-driven and energetic professional with 6+ months of work experience in diverse help desk roles

• Provided technical support via emails and phones on a first call resolution priority

• Demonstrated ability to diagnose and solve problems of operating systems

• Track record of working with end users and providing effective Tier 2 and Tier 3 support Accurately and effectively recorded troubleshooting interaction with candidates in our detailed ticket tracking software program

Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support

• Provide technical support to customers via telephone, email and through tickets

• Analyze and troubleshoot software and hardware issues

• Identify and resolve issues pertaining to network configuration, web hosting and domain registration Create documentation with detailed and functional instructions on troubleshooting techniques to keep pace with the always evolving technical support sector

• Sent tickets to appropriate departments utilizing ticket tracking system

• Solved workstation related issues

• Installed operating system, software, anti-viruses and patches

• Maintained documentation of processes and tickets TECHNICAL SUPPORT SPECIALIST, Colorado Springs, Colorado T-Mobile, June 2013-November 2015

• Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges

• Trained new employees on a monthly basis as they joined my team

• Created new processes and systems for increasing customer service satisfaction

• Earned Top Technical support specialist for 2 years in a row

• Developed highly empathetic client relationships and earned reputation for exceeding tech goals

• Cross-trained and provided back-up for other customer service representatives when needed Ranked as most effective department technical support specialist in the whole united states out of 2500 representatives

• Resolved product issues and shared benefits of new technology

• Managed quality communication, customer support and product representation for each client

• Assisted new hire classes with training and mentoring when on the floor

• Stepped in for management when they were out of the office or on vacation and supported multiple teams at once

• Assisted with quality assurance to make sure everything was being done correctly

• Worked under strict deadlines and responded to service requests and emergency callouts

• Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax

• Resolved product/policy issues and shared benefits of new technology

• Guaranteed positive customer experiences and resolved all customer complaints. EDUCATION


Sand creek High School, January 2008


Responsible For Handling Customer Account Inquires Accurately Providing Information To Ensure Resolution Of Product/Service Complaints And Ensure Customer Satisfaction. Professionally Processed 60+ Calls Per Day, Providing Information And Service To Ensure Customer Satisfaction. Worked With Company Systems Such As Live Support And Diligently Completed All Assigned Tasks, Working Overtime As Needed.

Developed Listening Skills Detailed Oriented Can Multitask Effectively Microsoft Word Proficient Excellent Communication Skills Can Type At Least 45 Wpm Troubleshooting Network Issues Help Desk Support

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