Support Specialist It

Centilus Buchanan

Saint Louis, Mo 314-***-**** ********@*****.***

SKILLS & Certifications

Skills: Microsoft Office (Word, Excel) SQL Java, C++, JavaScript VM Ware ServiceNow

Trello Communication Collaboration Time Management Leadership Adaptability Teamwork Active Listening

Certifications:

Udemy Linux Administration, IT Support Skills

IT Support Specialist, IT Automation with Python Professional Certificate UX Design Certificate Project Management Certificate

Comp TIA ITF+ Certification

Harvard Leadership Certification

Zendesk Omni Channel Agent Specialist Certification WORK EXPERIENCE

Accenture St. Louis, Mo

Information Support Analyst - June 2024 –September 2024 Utilized Service now platform system for Customer relationship management

• Caysoft, SCCM, (System Center Configuration Manager) Active Directory, Jamf, Intune, Azure

• Served as a liaison with other teams to ensure the prompt completion of tickets including opened, aging, past due, escalation of tickets.

• Assisted in the delivery and setup of company laptops.

• Responded to incoming requests via ServiceNow tickets queue.

• Respond to users regarding equipment recovery tasks (EQRs)

• Communicated with manufacturers regarding warranty repair.

• Recycled and retired equipment following industry best practices Npower St. Louis, Mo

Senior Technical Support Specialist - January 2023 – April 2024

• Performed Project Management activities, including scheduling, facilitating, task assignments and communication.

• Developed the first National Community Help Desk Newsletter

• Assigned, and directed work, established priorities, coordinated efforts expedite workflow, ensured assignment was completed in timely fashion and accordance with established policies and procedures.

• Built and motivated a strong and cohesive team that was customer-focused and possessed the technical competence to deliver services that meet or exceed the needs of the organization. Npower St. Louis, Mo

Technical Support Specialist (Internship) - September 2023 -December 2023

• Proficiently handled incoming requests, effectively documenting issues, and requests via the Zendesk ticketing system.

• Successfully operated in a remote work environment, utilizing remote tools to address technical issues and requests under the guidance of leadership.

• Quickly adapted to and supported essential applications and services relevant to the community, providing education and assistance to requesters.

• Conducted in-depth issue research at the helpdesk, authored comprehensive knowledge articles outlining challenges and their resolutions.

• Developed and oversaw Knowledge Base Articles to ensure thorough documentation and troubleshooting resources.

• Facilitated technology workshops that enhanced community outreach and engagement efforts.

• Implemented agile methodologies for project management.

• Facilitated certification training for Zendesk.

Color Coded Kids St. Louis, Mo

Software Engineer Instructor- June 2021 – May 2024

● Developed a streamline learning planning guide that promoted classroom interaction by 20%

● Develop and deliver interactive instructional materials.

● Provide guidance and mentoring to students.

● Facilitate hands-on coding exercises and projects.

● Stay up to date with current trends and technologies in software engineering.

● Collaborate with other instructors and staff to improve the curriculum.

● Manage classroom environment and ensure a positive learning experience. Launch Code St. Louis, Mo

Teaching Assistant (Contract) May 2023 – January 2024

• Teaching Assistant for an Accelerated Part-time Web Development Coding Session.

• Provided weekly one on one sessions with students to help them understand the concepts of web development and real-world applications to solve industry level cases while utilizing cutting edge technology.

• Assisted in peer-to-peer programing studios to teach the learners real world coding collaboration.

• The coding methodologies used are React, Java, JavaScript, HTML, and CSS.

• The IDEs used were Visual Studio Code, IntelliJ and Replit. Vero Skills St. Louis, Mo

Software Engineering Tutor (Freelance Contract) December 2022 – May 2024

• Provide Industry level software development tutoring services to partnering companies.

• Languages: Java, C++, JavaScript, Html and CSS

Bayer (Merge IT) St. Louis, Mo

Customer Engineer (Contract) November 2021 - June 2022

● Provided Executive level support increasing customer satisfaction rate by 20%

● Maintained knowledge base and procedure documentation.

● Managed workstation configuration and audio and video set up for global conference room meetings.

● Managed active directory and password reset configuration.

● Developed and maintained asset logs for company equipment.

● Served as a liaison with other teams to ensure the prompt completion of tickets including opened, aging, past due, escalation of tickets increasing productivity by 70%

● Assisted in the delivery and setup of company laptops, phones, tablets and desktop computers.

● Responded to incoming requests via ServiceNow tickets que.

● Respond to users regarding equipment recovery tasks (EQRs)

● Communicated with manufacturers regarding warranty repair.

● Recycled and retired equipment following industry best practices.

● Implemented inventory controls and related asset management processes to ensure proper management and accurate data pertaining to Bayer assets. University of Missouri Saint Louis St. Louis, Mo

Student Worker June 2018 - August 2020

● Managed the customer relations between students and university staff members.

● Increased customer satisfaction by 10% while maintaining proper ethical standards.

● Assisted in event coordination and interior decoration.

● Provided cleanliness and adhered to safety guidelines set by the University. National Urban League - St. Louis, MO

Student Worker May 2008 – June 2013

● Participated in the Urban League School to Business Program to actively engage in with high level professionals and learn the ins and outs of corporate employment.

● Participated in assigned job role to learn about time, money management and team collaboration.

● Awarded School to Business certificates with partnering companies of Boeing and AT&T respectively. Internships and Volunteer Work

OneKin St. Louis, Mo

Quality Assurance Analyst-Apprenticeship December 2022 - Present

• Monitored customer satisfaction rating within the applications customer feedback portal.

• Researched application improvement strategies for senior level developers.

• Reviewed use cases for upcoming features for the application during the postproduction phase.

• Software Used: Test-Flight, Developer, and official Apple Application distribution platform. EDUCATION

Harvard University Cambridge, MA

Information Systems (Edx Skills Program) October 2023 Npower St. Louis, Mo

Information Systems August 2020

• IT concepts and Terminology: Illustrated the basics of computing and processing.

• Infrastructure: Explain the purpose of common internal computing components and basic networking concepts

• Applications and Software: Explain the purpose and proper use of software and methods of application architecture.

• Software Development: Compared and contrasted programming language categories.

• Database Fundamentals: Explained database concepts and the purpose of a database.

• Security: Explain methods to secure devices and best practices University of Missouri St. Louis, Mo

Information Systems Business Administration August 2020

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