Technical Support Help Desk

Julia L. Abrams

Service Desk Analyst Technical Support Professional

Riverview, FL 33569 216-***-**** ************@*****.***

Professional Summary

IT Help Desk Specialist with extensive experience providing technical support and customer service in fast-paced environments. Skilled in diagnosing and resolving complex software, hardware, and connectivity issues. Proficient with tools including Zendesk, Microsoft O365, and CRM systems. Recognized for improving support processes, reducing ticket resolution times, and enhancing user satisfaction through effective communication and innovative problem-solving.

Technical Skills

Systems & Tools: Zendesk, Epic, AWS, ERP, CRM, ePremis, Core iPayment,, Verint (Scheduling), OnBase (Web Client), VPN, Active Directory, Microsoft, RingCentral, Passport OneSource, Symantec VIP Manager

Soft Skills: Customer Service, Technical Issue Analysis, Multitasking, Attention to Detail, Communication, Process Improvement

Professional Experience

IT Help Desk Specialist Tential / Pansophic Learning – Annapolis, MD (Remote)

May 2022 – Oct 2025

Respond to user queries via phone, email, and chat to provide Tier 1 and Tier 2 technical support.

Support delivery, configuration, setup, maintenance, and troubleshooting of computer systems, hardware, and software.

Developed and implemented a ticketing system workflow improvement that reduced resolution time by 20%.

IT Help Desk Specialist Teksystems / Cleveland Clinic – Cleveland, OH (Hybrid)

Dec 2020 – Apr 2022

Diagnosed and resolved software, hardware, and network connectivity issues for staff and patients.

Provided remote and phone-based support for clinical applications and devices.

Collaborated with cross-functional IT teams to escalate and resolve complex issues efficiently.

Scheduler Great Day Improvement LLC / OfficeTeam – Ohio

Apr 2019 – Nov 2020

Coordinated schedules between customers and design consultants.

Managed incoming calls and emails for appointment scheduling.

Maintained scheduling accuracy and resolved conflicts to ensure timely appointments.

Customer Service Call Center Representative Progressive Insurance – Mayfield, OH

Apr 2014 – Feb 2019

Handled high-volume inbound and outbound calls while maintaining quality standards.

Identified customer needs, researched issues, and delivered effective solutions.

Promoted additional products and services, contributing to revenue growth.

Customer Care Specialist Kelly Services / American Greetings – Cleveland, OH

Jun 2010 – Mar 2014

Delivered exceptional customer service and resolved inquiries quickly and accurately.

Interpreted and explained policies and procedures to customers and partners.

Accurately entered and maintained customer data in the company database.

Marketing Assistant / Administrative Support Kelly Services / American Greetings – Cleveland, OH

Aug 2004 – Jun 2010

Prepared invoices and freelance agreements.

Coordinated logistics for domestic and international shipments.

Managed daily and weekly data reports for marketing affiliate sites.

Education

Bachelor of Arts, Communications and Media

Cleveland State University – Cleveland, OH 2013

Technical Diploma, Media Production

Ohio Center for Broadcasting – Valley View, OH 2011

Associate of Science, Criminal Justice Administration

Chancellor University – Cleveland, OH 2008

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