Analyst Ii Customer Service

J'AMY GINTZ

Tucson, AZ ***** +1-619-***-**** ****.*****@*****.***

SUMMARY

With 23+ years as a Senior IT professional in Deskside Support, I excel in initiative-taking end-user assistance for application and system deployment. Adept team leader and member focused on swift issue resolution and shared goals. Specialties encompass Hands-On Technical expertise, Customer Software/Hardware Training, End-User Mobile Support (iPhone/Android), and MacBook Pro ACMT certification. Known for robust Customer Relations, Video/Audio support, Inventory Control, and Software Implementation. Proficient in OS upgrades, Cisco Telecom, VMWare, and VPN support. A collaborative team player with strong people skills, offering comprehensive help desk and phone support. My career embodies adaptable expertise and purposeful commitment.

Computer Networking LAN Microsoft Windows Server Active Directory Operating Systems VMWare WAN

TCP/IP DNS Technical Support Microsoft Exchange DHCP Network Support Help Desk VoIP Software Troubleshooting Negotiation Customer Service Microsoft Office Citrix System Administration Microsoft SharePoint VPN FTP Visio

WORK EXPERIENCE

Support Desk Technician 11/2021 to 04/2022

San Diego Health Connect San Diego, CA

Provided timely and courteous assistance to clients via phone, resolving technical issues and answering inquiries promptly.

Identified and escalated complex technical issues to the appropriate programming team members, ensuring swift resolution and minimizing client downtime.

Participated in daily virtual team meetings via MS Teams, providing updates on work/service tickets and sharing status reports.

Utilized Asana software to create work tickets and efficiently assign tasks to relevant team members.

Leveraged Slack for internal communication, enabling quick information sharing and problem-solving among team members.

Effectively managed incoming customer support calls and emails during business hours (8 AM to 5 PM), maintaining high service levels.

Compiled data from databases to create comprehensive reports, highlighting key statistics necessary for weekly team meetings.

Collaborated closely with clients to facilitate account creations, granting appropriate access rights to data on SDHC servers. Collaborated directly with clients to resolve account issues, addressing concerns, and providing solutions in a professional manner.

Sr. Analyst - Deskside Support 10/1996 to 07/2020

KPMG LLP San Diego, CA

Provided comprehensive support for a wide range of applications and operating systems, including Windows XP, 7, 8 & 10; Apple OS; Microsoft Office 12/16 & O365, Microsoft Project, Access and Visio, Adobe Acrobat, Skype, Microsoft Teams, and specialized industry software (Go Forms, eAudit/Clara).

Aided a user base of 300+ employees in the primary office and 200+ remote employees. Managed incoming calls, chats, and service tickets, ensuring prompt resolution for incidents requiring immediate attention. Achieved an impressive 98% SLA (Service Level Agreement) for incident closures within specified timeframes, demonstrating consistent commitment to resolving issues promptly.

Collaborated effectively with Subject Matter Experts (SMEs) to escalate complex issues, ensuring swift resolution and

a high level of user satisfaction.

Maintained a 24/7 on-call presence for local support, addressing client (end user) concerns and office network issues even outside regular working hours.

Utilized ticketing systems such as Remedy and ServiceNow to meticulously document and track all work, ensuring a clear record of incidents and their resolutions.

Successfully troubleshoot Exchange issues at the local level, addressing email and communication-related problems for clients.

Led hardware and software upgrade projects, enhancing the technology infrastructure, and ensuring optimal performance across the organization.

Conducted seamless data migrations between systems using scripted processes (SCCM), guaranteeing the integrity and security of data without any loss.

Demonstrated proficiency in setting up and troubleshooting printers, contributing to a smoothly functioning office environment.

Managed network outages, software updates, equipment upgrades, and retirement processes, minimizing disruption and maximizing efficiency.

Facilitated training sessions for new hires and interns on equipment and software technologies, promoting efficient onboarding and skill development.

Traveled to provide support for off-site training events and remote offices, extending technical expertise and assistance where needed.

Worked with remote access solutions including VPN, Citrix, and Terminal, ensuring secure and efficient remote work capabilities.

COMMUNITY

Some College (No Degree): Technology / Programming

San Diego City College San Diego, CA

CERTIFICATIONS

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