Contact

Skills

Work History

Help Desk Analyst

JAMARIUS RICE

Focused Help Desk Analyst with three years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts. Address

Nashville, TN, 37218

Phone

615-***-****

E-mail

adsq17@r.postjobfree.com

LinkedIn

https://www.linkedin.com

/in/jamarius-rice- b2960a1

Documentatio

n skills Excellent

Compliance

requirements Excellent

Desktop support

Logging

support tickets Excellent

Customer support

Workstation Support Intermediate

State of Tennessee, Nashville, TN

Resolved service requests by individually

troubleshooting and addressing user issues

Documented support interactions for future

reference.

Provided basic end-user troubleshooting and

desktop support.

Used ticketing systems to manage and process

support actions and requests.

Assisted customers with troubleshooting issues

encountered while using hardware or software,

providing actionable tips to resolve problems.

Researched product and issue resolution tactics

to address customer concerns.

Logged support tickets and closed when issues

were resolved.

2021-08 -

Current

Client service specialist

UBS, Nashville, TN

Worked with PeopleSoft ticketing tool keep

management systems up-to-date with client

information

Educate clients on account services and

capabilities

Help with preparation of reports and other

materials for client meetings

Collect right documentation for opening new

accounts and service requests Plan team

2021-01 -

2021-05

marketing events and maintain marketing

materials

Help Desk Support Technician

DELL, Nashville, Tn

Apex contractor to NTT Data subcontractor to

Dell badge employee

Answer user inquiries regarding computer

software or hardware operation to resolve

problems

Ask questions to determine nature of problem

Walk customers through problem-solving

processes

Install, modify, and repair computer hardware

and software

Install computer peripherals for users

Ensured escalations if events and service request

to correct resolver group

Follow up with customers to ensure issues have

been resolved via backlog process Resolved

issue including password reset, installations from via software center or dml either onsite or remote users

Worked with mdm (mobile device management

accounts) /AirWatch agent known as hub

Supported it for iPhone and iPads help users

requested them threw service now or enroll a via

Qr code

Worked within RSA AUTHENTICATION MANAGER to

deploy or setup hardware or software based rsa

tokens

Worked Avaya Control Manager tool to either

verify or update user agent id or ext for

softphones

Helped user setup pingid via pingid admin

manager

Some knowledge within citrix Desktop Director

Broke down and evaluated user problems, using

test scripts, personal expertise and probing

questions

Analyzed issues to identify troubleshooting

2018-02 -

2020-04

Education

methods needed for quick remediation

Documented support interactions for future

reference

Provided basic end-user troubleshooting and

desktop support

Provided Tier 1 IT support to non-technical

internal users through desk side support services. Associate of Arts: Applied Information

Technology

Tennessee College of Applied Technology - -

Nashville, TN

2019-03 -

2019-12

Contact this candidate