Service Desk Customer Support
Resume:
ANGELA D. WILSON-STOUT
URBANDALE, IA 50322
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CURRENT DUTIES
Ruan – IT Support & Service Analyst – November 2019 to September, 29th 2025.
Summary:
Provides customer support, and technicial expertise to internal and external customers and drivers via phone, emails and chats. Troubleshoots initial network issues reported to Service Desk and if needed get the Network Team involved. Support of Microsoft 365 Office Products. Printer support and local installs for approved users. Utilizes service desk call tracking system and problem resolution software and thoroughly documenting problem resolution. Ensures that problems are solved in a high-quality, service oriented manner. Works with trouble shooting phones and installing active sync on mobile phones. Mentors less-experienced IT Associate Service Analysts as well as doing some training when hired. Troubleshoot and install software to users phones.
Creating New User Accounts for Startups and the support of the startup after receiving equipment and would need any assistance in logging into any of the systems that the would have a person they could contact and work with. Helping them setup their MFA and setting up applications on their phones they may need.
Running terminations and blocking accounts when needed for immediate terminations.
GuideOne Service Desk Support Analyst—Information Technology Support– December 11th,2018 to November 2019.
Summary:
Provides vice Analysts as well as doing some training when hired. Troubleshoot and install software to users phones.
Creating New User Accounts for Startups and the support of the startup after receiving equipment and would need any assistance in logging into any of the systems that the would have a person they could contact and work with. Helping them setup their MFA and setting up applications on their phones they may need.
Running terminations and blocking accounts when needed for immediate terminations.
customer support, agent support and technical expertise to internal and external customers via phone, e-mail, chats. Troubleshoots and corrects hardware or software operational problems with both on client/server applications. Support of Microsoft Office Products from 2010 to 2016. Printer support and installs for remote users. Utilizes help desk call tracking system and problem resolution software and thoroughly documenting problem resolution. Ensures that problems are solved in a high-quality, service oriented manner. Coordinates hardware or software orders, installations and moves. Works with trouble shooting phones and installing active sync on mobile phones. Mentors less-experienced Service Desk Analysts as well as doing some training when hired.
Continental Western Group - Support Analyst -- Information Technology Support – 2016 to November 9th. 2018 - Pretty much same duties as below for Analyst II.
Summary:
Provides customer support, agency support and technical expertise to internal and off-site customers via phone, e-mail, chats or personal contact for moderately complete to complex problems. Troubleshoots and corrects hardware or software operational problems both on client/server and corporate applications. Utilizes help desk call tracking system ServiceDesk Plus and Service Know and problem resolution software and thoroughly documents problem resolution. Ensures that problems are solved in a high-quality, service oriented manner. Coordinates hardware or software orders, installations and moves. Mentors less-experienced Help Desk Analysts.
Also work Advantage/Blink support for Agents as well as in house users, Genesys and BPMi support. Also configure downloads and initial loads for agency for policy and claims.
I perform Security Administration for New Hire, Terminations, Changes, Transfers and Auditors/Vendors.
Continental Western Group - Support Analyst II - Information Technology Support – January 2000 to 2016.
Summary:
Provides customer support and technical expertise to internal and off-site customers via phone, email or personal contact for moderately complex to complex problems. Troubleshoots and corrects hardware or software operational problems both on client/server and corporate applications. Utilizes help desk call tracking and problem resolution software and thoroughly documents problem resolution. Ensures that problems are solved in a high-quality, service oriented manner. Coordinates hardware or software orders, installations and moves. Mentors less-experienced Help Desk Analysts.
Essential Duties and Responsibilities include the following. Other duties may be assigned. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies. Interviews customers to collect information about problems and leads customer through diagnostic procedures to determine the source of the error. Meets established service levels as defined within Service Level Agreements. 25%
Handles problem recognition, research, isolation, resolution and follow-up for routine to complex user problems. Consults with programmers to explain software errors or to recommend changes to programs. 10%
Logs and tracks calls and maintains history records and related problem documentation so that recurring problems can be reported to the Team Leader. 40%
Identifies opportunities to avoid employee's software problems, including training, software enhancements, and improved communications. Have developed knowledge-base solutions within out Heat Software called First Support, Help Desk Manuals and procedures. 5%
Analyzes and evaluates reports and makes recommendations to reduce call volume. 5%
Serves as technical resources and mentor to less-experienced Help Desk Analysts. Provides training for Help Desk Analysts to ensure efficient and effective problem-solving methods are utilized. 15%
EDUCATIONAL QUALIFICATIONS
Graduated from Dexfield High School in 1987. Achieved an Associate of Applied Science Degree in the Medical Secretary Program at Des Moines Area Community College, Ankeny, Iowa, December of 1989. I have successfully completed IIA Insurance Class 21.
Valuable Skills:
Strong customer services orientation and ability to work effectively with technical and non-technical users. Strong task management, analytical and problem solving skills; effective oral and written communication skills; and attention to detail. Demonstrated understanding of and ability to troubleshoot client/server and mainframe operating systems and applications, use PC utilities and desktop managers, and Microsoft products. Ability to work in a self-directed environment and on multiple tasks simultaneously. Team orientation and ability to contribute to a cooperative and collaborative work environment.
I have worked with VMWare, Active Directory, Sharepoint, Duo Application,and Barracuda. I have worked with the following imaging systems/programs over the past years: When I was a BA I worked with Jetform Design/Filler & Visual Info. I have worked Ascent Capture, VA3i and most recently Captiva and BPM.
I am quick & enthusiastic to learn new technology and willing to adapt to changes. I am very personable, easy to work with. I work well alone and unsupervised as well working well with a group/team.
Experienced in using Windows, 10, Windows 7, Windows XP, Microsoft Office 2010 through 2016 and Microsoft Publisher & Lotus Notes 8 along with a variety of other BTS/CWG Application Systems. I am also played a key role with Fab Security when we went live with the Fab conversion as I am the key security administrator for the Fab product here at CWG.
I do have experience in training as I have done various training sessions over the years. I have successfully trained users on how to use Windows 7 when it was implemented.
OTHER WORK EXPERIENCE
Hy-Vee C Store: September 2015 to current (currently on payroll, but not currently working)
Worked at the Hy-Vee Gas Station in Urbandale – doing cash and credit card transactions. Balancing drawers at the end of the night. Checking products for expiration dates and replacing with new.
American TV & Appliances – Customer Assistance: September 2011 to April 15th, 2014
Work at the Customer Assistance Counter assisting customer with cash transactions, checking products in for service, scheduling deliveries. Scan and balance checks in our electronic system at the end of every night. Deposit cash taken throughout the day/evening and other various task need from the sales people and managers.
Business Analyst I October 1, 1998 to 2000.
Continental Western Insurance Company. Developed/Programmed Electronic forms using Jetform Design & Jetform Filler Pro. I did acceptance testing of new versions of revised forms I created & changes that were released to production. Also did the upgrade/release of upgrade to production. I assisted in user help, training, and user community support for the Claims area.
Home Office Secretary II, January 17, 1994 to 1998. Duties include: Typing letters/memos, typing/creating all Commercial Lines insurance forms & endorsements, applications, & matrix using Windows ’95 - Microsoft Word 7.0, Excel 7.0 and Microsoft Publisher 97. Duties also include answering telephones, filing, making plane, hotel reservations and car rental arrangements for Home Office Staff, also setting up meetings/dinners, and other administrative support functions for the Home Office Staff, Fire Department-PAK Staff as well as other staff throughout the company.
Secretary I, May 1989 to January 1994. Typed cancellations/reinstatements for Personal Lines and Commercial Lines, typed SR-22’s & SR-26’s. Typed quotes, filed quotes. Answered telephone lines for staff of 16. Typed letters, memos and other support functions for the Central States Branch Staff.
Teleprocessor, January 1989 to May 1989. Input Personal Auto/Homeowners new business data into system, made changes, cancellations/made sure cancellations were balanced.
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