Customer Support Service Desk

TIMIKO ROGERS

Atlanta, GA ***** • 404-***-**** • *******@*****.***

www.linkedin.com/in/timiko-rogers-710b46

PROFESSIONAL SUMMARY

Service-focused IT professional with over 20 years of experience delivering high-quality technical support and driving continuous improvement in service operations. Proven success in monitoring, evaluating, and enhancing service desk performance, with deep expertise in incident management, SaaS/CRM systems, and performance analysis. Strong track record in mentoring staff, conducting quality assurance, and aligning IT services with business objectives ensure excellence in customer support.

CORE COMPETENCIES

Service Quality & Assurance: QA processes, ticket auditing, customer satisfaction metrics, performance analysis

Customer Support Leadership: Helpdesk management, staff mentoring, SLA enforcement, conflict resolution

Process Improvement: Root cause analysis, knowledge base development, incident management

Collaboration & Communication: Cross-functional teamwork, training delivery, vendor management

Tools & Technology: Salesforce, ServiceNow, Zendesk, Oracle EBS, SAP, SQL Server, Active Directory, Microsoft Exchange

PROFESSIONAL EXPERIENCE

Application Analyst

Aptean Inc., Alpharetta, GA

September 2023 – February 2025

Monitored Salesforce ticket activity, ensuring timely and accurate resolution of customer incidents.

Conducted root cause analysis and recommended process improvements to optimize support workflows.

Collaborated with developers to refine application functions and mitigate recurring issues.

Reviewed and assessed service desk interactions to uphold quality and compliance standards.

Achieved a 95% customer satisfaction rating through detailed support and issue resolution.

Application Analyst

Helena Agri, Collierville, TN

May 2020 – June 2023

Utilized ServiceNow for incident management and ensured system data accuracy.

Evaluated POS/CRM data flows into Oracle EBS; identified issues and proposed solutions.

Provided detailed customer insights using support metrics and call logs to guide enhancements.

Developed process documentation and contributed to continuous support improvements.

Participated in after-hours rotation, maintaining seamless support availability.

Service Desk Analyst

ThyssenKrupp Elevator, Memphis, TN

February 2020 – March 2020

Delivered first-level support across multiple platforms (Adobe, Microsoft, Chrome).

Troubleshot hardware/software issues and escalated unresolved tickets appropriately.

Maintained professionalism and clarity in customer interactions to ensure satisfaction.

Support Analyst

Genuine Parts Company (NAPA Auto Parts), Norcross, GA

October 2011 – August 2019

Supported end-to-end operations of proprietary POS software (TAMS).

Monitored ServiceNow and Remedy for timely resolution of incidents.

Trained staff in customer service best practices; authored technical documentation.

Queried SQL databases to investigate and resolve support issues.

EDUCATION & CERTIFICATIONS

Information Systems, Southeast College of Technology

ITIL v3 Foundations, New Horizons

HDI Support Center Certification

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