Service Desk Support Specialist

EDMUND K. AFFUL

Technical Support Customer Support Software Troubleshooting

706-***-**** ************@*****.***

SUMMARY

Adaptable and results-driven IT operations professional with a strong background in customer service, technical support, and system administration. Proven expertise in implementing technology-based solutions that enhance business functionality and efficiency. Skilled in developing standards, procedures, and processes to optimize operations. Adept at troubleshooting and resolving technical issues while ensuring exceptional user satisfaction through comprehensive support and training. Known for reducing ticket resolution times and implementing knowledge-sharing systems to drive continuous improvement.

KEY ACHIEVEMENTS

● Reduced average ticket resolution time by 20%, enhancing overall user satisfaction.

● Implemented a knowledge-sharing system that decreased recurring issues by 15%.

● Trained over 50 end-users on Office 365 and ServiceNow platforms, increasing productivity. CORE COMPETENCIES

● Help Desk Ticketing Systems

● Problem Diagnosis

● Technical Troubleshooting

● Phone & Online Support

● Office 365 Support

● Customer Service

● ITIL Compliance and Workflow Automation

● Complaint Handling

● Remote Assistance and Phone/Online Support

● End-User Training and Documentation

PROFESSIONAL EXPERIENCE

ServIT Inc.

Service Desk Analyst 2

Atlanta, Georgia June 2022 - Present

● Provided first-line support for end-users, addressing hardware and software issues via phone, email, and remote assistance.

● Collaborated with IT teams to escalate and resolve complex technical issues.

● Maintained accurate and detailed documentation of support interactions and issue resolutions.

● Conducted regular training sessions for end-users to enhance their technical skills and reduce support requests.

● Provide first-line support for end-users, addressing hardware and software issues via phone, email, and remote assistance.

● Collaborate with IT teams to escalate and resolve complex technical issues.

● Maintain accurate and detailed documentation of support interactions and issue resolutions.

● Conduct regular training sessions for end-users to enhance their technical skills and reduce support requests. HTC Global Services

Service Desk Analyst

Atlanta Georgia March 2020 - June -2022

● Received incoming calls from the client community, provided first-level support, documented each call verifying customer information and all troubleshooting steps.

● Research, resolve, and respond to clinical and technical questions received via telephone calls, emails, and other channels.

● Worked directly with physicians and nurses to address and troubleshoot technical problems impacting patient care.

● Created new accounts, reset passwords, and configured access to servers and file management software for users.

● Delivered local and remote Tier 1 IT support for hardware and software to company personnel. EDUCATION

Bachelor of Science (BS) Biology

University of Georgia, Athens GA, USA Aug 2011 - May 2015 High School Diploma

Mundy’s Mill High School, Jonesboro, Ga May 2011 TECHNOLOGY PROFICIENCIES

● Ticketing: ServiceNow

● Software: ServiceNow, Active Directory, Office 365, Outlook, Cisco AnyConnect, Duo, VMware, Zoom, Epic, Siem

● Browsers: Google Chrome, Microsoft Edge, Mozilla Firefox

● Networking: LAN, Mesh Wi-Fi Network Systems, DHCP, VPN, DNS

● Platforms: Windows 10 Enterprise, macOS, Android, iOS, Chrome OS ITIL Methodologies, Workflow Automation, JavaScript and Scripting, Integration and Customization, Incident and Problem Management, Change and Release Management, Service Catalog and Request Fulfillment, Reporting and Analytics CERTIFICATIONS

● CompTIA A+

● Microsoft 365 Certified: Fundamentals

● MTA: Windows Server Administration Fundamentals

● MTA: Windows Operating System Fundamentals

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