Abigail Ward

** ****** ******

Little Rock, AR **209

adtur0@r.postjobfree.com

847-***-****

Work Experience

Service Desk Analyst II

Cyberthink Inc. - Little Rock, AR

December 2020 to November, 2022

Serves as a second level of contact for end-user support issues for internal or external end-user support customer issues. Will participate in supporting customers on standard technical issues relating to applications and desktop products, and client services products. Escalates complex issues to higher level staff. Work is assigned and general instructions given for routine work; more detailed instruction is provided for new projects. Applies knowledge of company policies and standard practices to resolve problems. Analyzes issues, uses judgment to make decisions. Understands the Impact of Customer Satisfaction. Values the importance of customer satisfaction and understands how ones actions impact customer satisfaction. Gauges how quality, reliability and timeliness affect the customers work/issues. Communications demonstrate concern/interest in the customers problems and needs. Written communications are coherent/accurate. Communicates frequently with the customer about the status of activities. Values others' input and expertise. Willing to learn from others. Promotes team cooperation/supports team decisions even if different from own views. Applies new technical approaches to best resolve customer problems. Considers cost of various business actions or alternatives in determining customer solutions. Understands the customers of the IT organization and demonstrates a clear commitment to their satisfaction. Breaks down a problem into smaller parts. Makes multiple causal links: Several potential causes or events, several consequences of actions, or multiple-part chains of events (A leads to B leads to C leads to D). Analyzes relationships among several parts of a problem or situation.

Onsite Support Technician

UAMS Hospital - Little Rock, AR

December 2019 to December 2020

• Provides end user support and assistance of workstations and peripherals within the hospital, campus and off-site locations.

• Documents work in progress and solutions to trouble calls using call tracking software. Provides manager with daily status reports of ongoing projects.

• Performs other duties as assigned

Service Desk Analyst

Advanced Technology Services

October 2015 to December 2019

Answer incoming calls from Ameren, Panasonic, Heritage, Spartan, Signode and Coriant employees or retirees assisting them with technical issues. Research, analyze, resolving and responding to intermediate to complex PC issues, questions and problems via telephone, e-mail, and callbacks identifying needed parts via phone. Escalating issues in accordance with service-level requirements. Frequently working with PC, iPhone, iPad and android end-users and Help Desk peers. Work with network, hardware vendors and distributors. Help Associate PC Help Desk Technicians and other Level I Techs.

Service Desk Analyst

United Airlines - Mount Prospect, IL

April 2015 to September 2015

Answered incoming direct or escalated phone calls. Created trouble tickets and document details. Troubleshot, resolved customer issues and escalated tickets if needed. Reviewed and gave feedback on knowledge documents. Provided password support and first level computer and systems support which operates 24 x 7 x 36 via the Service Desk.

Provided support for United employees, United Express and Code Share Carriers worldwide with any computer/communication related problems and service requests.Strong user interface utilizing good phone etiquette.

Reports Analyst

Girl Scouts - Elgin, IL

August 2014 to April 2015

Provided the key point of contact with customers and provide service to all internal and external customers. Assisted customers with registering online to become a member through inbound calls and user

id/password reset when needed through Personify. Documented all incoming calls and changes within Issue Trak. Ran reports when needed through Personify. Provided support via telephone/email using tools for logging and tracking customer interactions.

Support Technician

Ajinomoto - Itasca, IL

December 2013 to February 2014

Assisted employees with purchase request, audio/video conferencing system, printing, hardware and software issues. Documented all purchase request and trouble tickets through Active Directory.

Clerical Support

Lexington Health Care

June 2010 to December 2013

Present a professional and positive attitude towards both the internal and external customers of the facility. Often provide the initial contact with the customers. Provide information about the facility.

Provide information for the job applicants. Answer the telephone-taking messages, connecting the caller to the appropriate

staff.

IT Assistant

Central States - Bensenville, IL

October 2013 to November 2013

Kept inventory and programmed the Lenovo and Pantech tablets and trained the new hire truck drivers on how to operate the tablets. Assisted office personnel on technical issues on an as needed basis and performed virus protection scans on the office staffs computer

when available.

Level I Technician

U-46 School District - Elgin, IL

March 2011 to October 2013

Respond to requests for technical support over the phone and in person and documented the issues through Footprints. Interacted directly with faculty, staff and students to ensure that high service levels are met and technical problems are resolved. Reset user ids and passwords through Imanager for the teachers and students. Created, resolved,

escalated and closed help desk tickets using Footprints. Maintained analyze, troubleshot and repaired PCs, peripherals and printers.

Technical Support

McGraw-Hill - Burr Ridge, IL

June 2013 to September 2013

Troubleshot product and technical support issues from customer using McGraw-Hill digital products via phone calls and /or emails. Digital product support included Learning Management Systems. Documented all support cases reported through CG using case management system within Salesforce and communicated the issue resolution. Troubleshot basic computer error messages within a high support volume call center and escalated cases when necessary to the Triage Team.

Network Support Technician

Blue Cross/Blue Shield

May 2002 to October 2009

Monitored the Enterasys switches through Citrix. Documented the circuit downtimes that were presented at monthly meeting to ensure refunds from the telephone company. Assisted with trouble tickets that were routed to the department queue in HP Help Desk system. Properly documented all work orders, service call tickets, incident timeliness, narratives and shift turnover reports in support of the change and

problem management process.

Graduated from Robert Morris with Bachelors Degree in Computer Information Systems.

Education

Bachelor's in Computer Information Systems

Robert Morris College - Chicago, IL

August 1991 to September 1995

Skills

• Help desk

• Printers

• Cisco

• Citrix

• Lan/wan

• Network connectivity

• Maximo

• Netview

• Remedy

• Tivoli

• Help desk management

• Hp open view

• Open view

• Mapping

• As400

• Excel

• Groupwise

• Lan

• Lotus 1-2-3

• Active Directory

• VPN

• ServiceNow

• Microsoft Windows

• Network Support

• Operating Systems

Certifications and Licenses

Contact Tracing

June 2020 to Present

Completed Atlantis University Contact Tracing Bootcamp

Assessments

Basic Computer Skills: PC — Proficient

April 2020

Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.

Full results: Proficient

Customer Focus & Orientation — Highly Proficient

November 2019

Responding to customer situations with sensitivity.

Full results: Highly Proficient

Technical Support — Proficient

May 2020

Performing software, hardware, and network operations.

Full results: Proficient

Customer Service — Familiar

May 2020

Identifying and resolving common customer issues

Full results: Familiar

Call Center Customer Service — Proficient

May 2020

Applying customer service skills in a call center setting.

Full results: Proficient

Basic Computer Skills: PC — Proficient

April 2020

Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.

Full results: Proficient

Work Style: Reliability — Familiar

May 2020

Tendency to be dependable and come to work

Full results: Familiar

Technical Support — Proficient

May 2020

Performing software, hardware, and network operations.

Full results: Proficient

Attention to Detail — Highly Proficient

May 2020

Identifying differences in materials, following instructions, and detecting details among distracting information.

Full results: Highly Proficient

Technical Support — Proficient

May 2020

Performing software, hardware, and network operations.

Full results: Proficient

Technical Support — Proficient

September 2020

Performing software, hardware, and network operations

Full results: Proficient

Verbal Communication — Proficient

September 2020

Speaking clearly, correctly, and concisely

Full results: Proficient

Active Listening — Completed

September 2020

Actively listening and appropriately responding in conversations

Full results: Completed

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

Summary of Skills:

Created, resolved, escalated, closed help desk tickets using the help desk management system. Documented resolutions for future reference using Kcs (Knowledge Center Solution) methodology. Maintained analyzed, troubleshot and repair Pcs, peripherals, peripherals and printers. Installed upgraded and troubleshot Windows, Os's and other applications. Provide training to end-users relating to information technology. Provided maintained and troubleshot network connectivity as assigned.

Technical Skills:

Operating Systems: Windows 10, Windows 7, Windows 95, 98, ME, XP, AS400

Hardware: Cisco routers, Enterasys switches, HP Laserjet & Deskjet printers

Software: Microsoft Works, Microsoft Office, Word, Excel, PowerPoint, Access

Databases: Lotus 1-2-3, Access, Personify

Ticketing Systems: Footprints, HP and DK Help Desk, Salesforce, Active

Directory, Issue Trak, Service Manager 9.4, ServiceNow, Remedy, Maximo

Email Systems: Microsoft Outlook, Groupwise, Lotus Notes, Office365

Monitoring Tools: CWM Admin (Lan/Wan circuits), HP Open View, Netsight

Network Management systems: IBM Tivoli, Netview

Instant Messaging Systems: Webex, Groupwise and Microsoft Lync, Office Communicator, Skype

Printer tools: APS, Shares, IMacros, DM Printer Mapping Tool

Password reset tools: Identity Central, Identity Manager, Finesse, Passport

Remote site support tools: Bomgar, Safenet, Citrix, Go To Assist, Logmein123, Dameware

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