Analytical IT Support & Help Desk Leader
Resume:
*******.*********@*******.***
WORK EXPERIENCE
IT SUPPORT SPECIALIST
CASTLE ENERGY GROUP
**/**** – Present
Delivered Tier 1 and Tier 2 support via phone, remote tools, and in-person visits. Oversaw service requests and resolutions through enterprise ticketing systems. Configured and deployed hardware, software, and system updates. Executed diagnostics, patching, and system security updates. Monitored network performance and responded promptly to outages or system errors. Educated users on system tools, applications, and best practices. Enhanced ticket resolution time by 25% through workflow optimization. Instituted preventive maintenance schedules that significantly reduced downtime. HELP DESK MANAGER
ANFERSON REGIONAL HEALTH SYSTEM
04/2015 – 07/2022
Directed daily operations of the help desk team, ensuring timely support and issue resolution. Recruited, trained, and mentored support technicians to improve service quality. Coordinated escalated support issues with IT teams and external vendors. Developed documentation, training tools, and user support materials. Conducted employee performance reviews and provided ongoing coaching. Reduced support escalations by 40% through enhanced staff training. Streamlined ticketing workflows to improve response times. Facilitated major system upgrades and software rollouts. EDUCATION
HIGH SCHOOL DIPLOMA
NESHOBA CENTRAL HIGH SCHOOL
Philadelphia
SKILLS
Charity Baysinger
Data Analysis Coordinator
Driven IT Support Specialist with 7 years of diverse experience in technical support and team leadership. Proven track record of enhancing ticket resolution time by 25% and reducing escalations by 40% through effective training and workflow optimization. Skilled in data entry, system diagnostics, and user training, with a strong ability to communicate complex information clearly. Ready to leverage analytical and technical skills to contribute to data- driven decision-making in an entry-level data analysis role. INTERESTS
User credential management Videoconferencing support Software & hardware diagnostics Desktop & application support Remote support tools Ticketing system administration Incident tracking & escalation Access issue resolution System performance testing Data recovery Windows 10, Outlook, MS Office Application & software installation Information security awareness Appointment scheduling & data entry Customer service & complaint resolution Customer success management Staff education & training Product knowledge & product training Strong written & verbal communication Organizational & multitasking skills Typing Internet Computer Attention to Detail Microsoft Word Microsoft Excel Customer Service Administrative Webcam
Charity
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