Help Desk Technical Support

Susie B. Beasley

Alpharetta, GA ***** • 770-***-**** • *************@*****.***

Professional Summary

I'm reliable and a customer focused professional who has demonstrated the ability to provide Tier 1 Technical Support experience in various industries in the IT Technology Field by:

• Utilizing systematic troubleshooting skills to help customer(s) resolve Hardware & Software issues Ability to increase customer satisfaction & develop strong business relationships / willing to go beyond expectations to find a solution to meet user(s) needs

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• Reliable and able to perform duties with minimal supervision Seeking to leverage my interpersonal skills to bring fast intelligent solutions to the Help Desk position

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Skills

• Active Directory Administration

• Microsoft Office (365)

• Networking (TCP/IP)

• Hardware and Software

• Communication /Building Relationships

• Written/Verbal communication

Remote Access ( VDI/VMware Horizon

Client/Cisco Any Connect, Citrix)

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• Ivanti Ticketing

• Azure

• Works Well Under Pressure

• Customer service

• Documentation and reporting

Work History

Information System Service Center Technician, 08/2021 to Current Piedmont HealthCare – Atlanta, GA

• Analyzes & resolve incidents and requests regarding use of Application Software or Hardware

• Increased customer satisfaction with prompt and knowledgeable support for various technical issues.

Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.

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Followed up with other Support Staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled & customer communication is complete

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• Maintained detailed documentation of all help desk interactions for future reference and analysis. Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.

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• Provided customer support and technical support to 25-30 customers daily.

• Resolved common user concerns by utilizing preset issue resolution scripts (KB) when applicable

• Utilized Remote Desktop support to increase efficiency in resolving user problems remotely Escalated critical incidents appropriately while maintaining clear communication through resolution process

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• Ability to resolve requests on 1st contact resolution Help Desk Analyst, 04/2021 to 07/2021

Adapt Health – New Hampton, NH

Triaged incident tickets related to technical IT issues (ie; hardware, software issues, email) due to departmental workload management workflow

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• Dispatched 300- 400 tickets daily via the Remote Position (100%)

• Fresh Service Ticketing utilized

• Provided Tier 1 IT support to non-technical internal users through desk side support services. Helpdesk Analyst, 11/2019 to 10/2020

Ciox Health – Atlanta, GA

• Documented support interactions for future reference using Ticketing System

• Diagnosed Hardware & Software, VDI/ VMWare, Citrix, Remote VPN, HealthSource issue(s)

• Provided customer support and technical support to 25+ customers daily.

• Provided Tier 1 IT support to non-technical internal users through desk side support services.

• Increased first-call resolution rates with thorough troubleshooting and problem-solving skills. Supported end-users in software installations, hardware upgrades, and network troubleshooting to optimize system performance.

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War Room Analyst Support, 06/2018 to 11/2019

Ciox Health – Atlanta, GA

• Managed approximately 30 incoming calls per day from customers Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.

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• Performed Software installation & Upgrades

Diagnosed and troubleshooted workflow issues with users related to tickets work queue processes that were stuck in various stages (;Fulfillment Transmission, Transmission errors.) Additional issues Page Miscount, Scanners, printing, Browser issues, Healthsource performance issues/ Latency, Healthsource Site Access & User Provisioning.

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Technology Specialist, 12/2017 to 04/2018

Parallon Business Solutions – Atlanta, GA

Delivered quality Helpdesk support to Parallon Business Solution employees (local & remote) by providing single point of contact to report IT issues or requests regarding Patient Account Services for Hardware & Software issues

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Provided technical support to 25 clients in average daily regarding Patient Account Services for Hardware and Software issues

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Applied PC computer imaging for(Windows 7 & 10 OS) for PCs being replaced, setup PCs for New Hire employees,Installed Basic proprietary software, specialized software pushed from SCCM VPN software installed and tested and deployed to the client.

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• Tested New Software & Hardware prior to deployment Global Service Desk Analyst, 04/2015 to 12/2017

Hexaware Technologies – Atlanta GA

• Processed IT Service Access Requests for New Employee Personnel onboarding Software Installation /coordinated Software and hardware replacements/upgrades when necessary for end-user devices.

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• Provided after-hours support as needed to minimize business impact during downtime events.

• Contributed to team's goal 30+ calls daily and consistently met high service standards Dealer Technical Support, 10/2012 to 04/2014

Hughes Telematics (Verizon Company) – Atlanta, GA

Supported Mercedes Benz Service Technicians & Sales Advisors at Mercedes Benz Dealerships throughout the US with (registration of MBRACE subscription) with Voice & Data communication

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Programmed & Activated vehicles with (GPS) Global Positioning Device with Mobile Directory Numbers (MDNs) housed on Verizon Wireless Network using the Technician computer and technician portals to configure/test device functionality as designed

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• Contributed to team's goal of 25 calls per day

Hotel Systems Support Analyst, 01/2011 to 06/2012

IHG-Intercontinental Hotels Group(Primus Staffing) – Atlanta GA

• Set up workstations and laptops for the new Hotel by configuring systems, verifying networking connectivity and installing and testing hardware and software. After the CD to image the device was done.

• Used remote access software for connectivity purposes. (Bomgar)

• Provided technical support for computer-related problems through email, telephone, and phone

• Diagnosed and troubleshot hardware, software and network issues. Collaborated with cross-functional teams to address critical system problems, minimizing downtime.

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• Manage approximately 25 incoming calls per day from customers Open Development Technical Support Coordinator, 05/2010 to 08/2010 Verizon Wireless – Atlanta GA

Performed 2nd quarter remote testing using commands to ensure 800 toll free number(s) used for initial programming, location based services (dedicated support/emergency services)were activated and worked effectively via (Nortel & Lucent) switches housed on Verizon Wireless network

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IT Technology Access Management Reset Helpdesk, 09/2007 to 09/2009 AT&T – Atlanta GA

• Provided 100% support for end users: AT&T employees, Contractors/Consultants Retail Authorized Dealers, Indirect Retail Agents (POS), 3rd party vendors AT&T (call centers), RAE-Regional Account Executives & its affiliates conducting business while protecting information/ assets from authorized access using appropriate verification application procedures when AT&T software application password reset(s) & account support for specific AT&T software application services were performed

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Contributed to 60-80 calls per day in high volume call center environment by adhering to

(95%CSRU) utilization to contribute to Service Level Agreement

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Managed all aspects of IT infrastructure, including hardware procurement, installation, maintenance, troubleshooting, and decommissioning.

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Education

Associate of Arts: Computer Networking, 01/2000

Robert Morris University - Chicago, IL

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