Technical Help Desk Specialist Resume

Alice Robinson

Summary

Help Desk Analyst / Technical Support professional with extensive experience in web applications, software, and frameworks. Strong background in high-volume call handling and ticket management (40+ tickets daily) using ServiceNowss, Salesforce, and Service Point. Experienced in providing technical and customer support via phone, email, and chat while ensuring timely escalation and resolution. Skilled in troubleshooting computer systems, software, and hardware while maintaining high service standards.

Experienced in analyzing dashboards, monitoring tools, and reporting systems to identify trends in application performance. Adept at collaborating with cross-functional teams and ensuring proper escalation procedures are followed.

Key Skills

High-Volume Inbound & Outbound Call Handling

Service Desk / Help Desk Support

Healthcare IT Support Environment

Customer Support in Remote Call Center Settings

HIPAA Awareness & Data Confidentiality Practices

ServiceNow, Salesforce, Autotask, Service Desk Plus

Active Directory & Desktop Support

Office 365 & VPN (Global Protect)

AWS Console & Cloud Monitoring

Windows & Limited macOS Support

Ticket Tracking & Knowledge Base Management

Hardware & Software Troubleshooting

Professional Experience

Aetna (CVS Health Company) – Remote

Technical Support Agent /Customer Service Oct 2024 – June 2025

Provided technical and customer support via phone and email in a healthcare environment.

Maintained and supported POS-related IT equipment including servers, desktops, and printers.

Acted as primary point of contact for resolving system issues and ensuring high-quality customer service.

Collaborated with IT teams to support operational improvements in a healthcare-based organization.

Sports Engine – Remote

Chat Support Specialist Oct 2023 – May 2025

Delivered customer support through chat in a high-volume environment.

Met KPI metrics for response time, resolution, and customer satisfaction.

Escalated complex cases and supported live event operations.

Warner Connect – Remote

Technical Engineer Nov 2022 – Feb 2023

Served as first point of contact for customers via email and ticketing systems.

Performed remote troubleshooting and escalated unresolved issues appropriately.

Documented resolutions and maintained accurate support records.

State of Ohio

Chat Technical Support Jan 2020 – Jan 2022

Provided technical support and issue resolution in a high-volume support environment.

Communicated with teams virtually to diagnose and resolve system issues.

Reviewed claimant documentation and processed unemployment-related determinations.

American Cancer Society – Columbus, OH

Support Analyst Oct 2019 – Mar 2020

Delivered telephone-based technical support in a healthcare nonprofit setting.

Documented incidents and ensured customer satisfaction through effective resolution.

Cardinal Health – Dublin, OH

Help Desk Analyst Sep 2014 – May 2015

Provided high-volume inbound call handling for technical support issues.

Troubleshot Windows OS, Microsoft Office applications, and network connectivity issues.

Responded to 40+ tickets daily using ServiceNow.

Fully documented and escalated cases appropriately.

Time Warner Cable Business Class (Spectrum)

Technical Support Dec 2012 – Mar 2014

Managed high-volume inbound and outbound customer calls.

Installed software, resolved hardware issues, and provided clear technical guidance.

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