Service Desk Technician II

Richard Hinson

**** * ******* ***, ****, AZ ***** 602-***-**** *************@*****.***

Summary

I firmly believe in three things: people, excellence, and business. I care deeply for the people whom I support when representing the company I work for. I strive to do my best in any role by stepping beyond the box of expectations. Finally, I carry myself as an advocate and useful resource for the business to increase trust and brand stability with those around me.

Experience

Support Operations Associate level 2 - Achieve/Freedom Financial Network LLC 04/2022 – Present

At Achieve, formerly known as Freedom Financial Network, I worked in their IT department setting up or removing access permissions for New Hires, Transfers, Terminations, and Contractors.

• Provided technical support and troubleshooting for hardware, software, and network issues to internal employees

• Resolved XX% of service desk tickets within SLA timeframes, ensuring minimal disruption to business operations

• Collaborated with cross-functional teams to identify and resolve complex technical problems

• Documented all support activities, including issue resolution steps and knowledge base articles for future reference

• Managed user accounts, permissions, and access rights in Active Directory and other systems.

Help Desk Tech Support - Charles Schwab 04/2021 – 04/2022

• Provided technical support to end-users, troubleshooting hardware and software issues

• Resolved XX% of customer inquiries on the first call, exceeding departmental targets

• Documented all customer interactions and solutions in the ticketing system for future reference

• Assisted with network connectivity issues, including setting up wireless connections and resolving IP conflicts

• Collaborated with cross-functional teams to escalate complex technical problems and ensure timely resolution

• Performed remote troubleshooting using remote desktop tools to resolve software configuration issues

• Maintained a high level of professionalism and patience while assisting customers with varying levels of technical knowledge

401k Generalist - Merrill Lynch 09/2019 - 04/2021

• Managed and administered retirement plans for XX clients, ensuring compliance with all applicable laws and regulations

• Processed employee contributions, loan requests, distributions, and rollovers accurately and in a timely manner

• Resolved participant inquiries regarding eligibility, vesting, contribution limits, and other retirement plan-related matters

Credit Card Specialist - Wells Fargo 10/2018 - 09/2019

Customer would call in with requests to open new credit cards and I would help them fill out the applications. I would contact customers who already had credit cards and provide information on promotions and potential balance increases and due amounts to prevent closure.

Web Sales and Advisor Endurance International Group 11/2017 to 10/2018

Provide support to customers whose websites are not working properly, fixing any errors that they have. Also consult with customers and provide them with resolutions that will make their website more productive, providing recommendations for products that will drive more business.

Billing Sales Specialist and Lead GoDaddy 07/2016 to 07/2017

Served GoDaddy’s growing small and medium business customer base by consulting with business owners and department managers, discovering their pain points and inefficiencies, and help them identify solutions that help them become more productive. Proficiency and excellent product knowledge are a must. I also helped customer’s Billing needs and keeping their accounts current.

Customer Support and Sales GoDaddy 01/2015 to 07/2016

• Providede technical support to customers via phone, email, and chat, troubleshooting hardware and software issues

• Documented all customer interactions and solutions in a detailed ticketing system for future reference

• Assisted in the development of user guides and knowledge base articles to improve self-service options for customers

• Performed remote diagnostics and troubleshooting to identify network connectivity problems

• Identified recurring technical issues and worked with product development team to implement permanent fixes

Collections and Sales Target Corporate Services 07/2012 to 06/2014

Provided support to customers with Target credit cards by assisting them with bringing their account current and increasing their limit. I also assisted customers with creating new accounts and upselling to a Target Visa Card as opposed to the standard Target Card.

Honors

GoDaddy Rock Star, Top in Customer Satisfaction, and Top in Sales awards. Target Top Dog in Sales and Customer satisfaction.

Skills & Abilities

Business marketing for sales, account management and follow-through, relationship-based sales and thoughtful consulting, efficient problem solving, Access Administrator.

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