IT Help Desk Specialist with 15+ Years Experience

JULIA L. ABRAMS

Riverview, Fl *****

216-***-**** – ************@*****.***

PROFESSIONAL SUMMARY

Results-driven IT Help Desk Specialist & Customer Service Analyst with 15+ years of experience in technical support, customer relations, and issue resolution. Proven ability to troubleshoot complex hardware, software, and system issues while analyzing service trends to improve workflows and customer satisfaction. Skilled in CRM and ticketing platforms including Zendesk, with a strong focus on root cause analysis, process improvement, and delivering high-quality user support in remote and hybrid environments. SKILLS

Technical & Systems:

Zendesk • Epic • MyChart • Salesforce • ERP/CRM Systems • ePremis • Core iPayment Active Directory • VPN Support • Microsoft O365 • OnBase (Web Client) RingCentral • Passport OneSource • Windows OS • MS Office and Excel AutoTask • Verint (Scheduling Systems)

Analytical & Support Skills:

Customer Service & Client Relations • Technical Troubleshooting Root Cause Analysis • Data Review & Trend Identification Quality Assurance • Case Documentation & Reporting Ticket Management • Process Improvement

Professional Strengths:

Multitasking • Attention to Detail • Problem Solving Clear Written & Verbal Communication • Remote Support Excellence WORK HISTORY

IT Helpdesk

May 2022 – October 2025

Tential/Pansophic Learning – Annapolis, MD (Remote)

● Respond to queries via phone, email, chat, or remote access to provide technical support.

● Offer technical assistance on delivery, configuration, setup, maintenance, and troubleshooting of computer systems, hardware, and software.

● Developed and implemented an efficient ticketing system that reduced ticket resolution time by 20%. IT Helpdesk

December 2020 – April 2022

Teksystems/Cleveland Clinic – Cleveland, OH (Hybrid)

● Diagnosed and resolved a range of software, hardware, and connectivity issues.

● Provided phone-based support to Cleveland Clinic patients and providers.

● Conducted troubleshooting for IT-related application issues for staff and clients. Scheduler

April 2019 – November 2020

Great Day Improvement LLC, Officeteam – Ohio

● Managed phone calls and emails for prospective customers.

● Coordinated schedules between customers and design consultants.

● Resolved scheduling conflicts efficiently.

Customer Service Call Center Representative

April 2014 – February 2019

Progressive Insurance – Mayfield, OH

● Managed a high volume of inbound and outbound calls.

● Identified customer needs, researched issues, and provided solutions or alternatives.

● Upsold products during calls when opportunities arose. Customer Care Specialist

June 2010 – March 2014

Kelly Services, American Greetings – Cleveland, OH

● Delivered outstanding service to build long-term customer loyalty.

● Interpreted and explained applicable codes, policies, and procedures.

● Entered data accurately and efficiently into the data system. Marketing Assistant / Administrative Support

August 2004 – June 2010

Kelly Services, American Greetings – Cleveland, OH

● Prepared paperwork for freelance invoices and agreements.

● Managed logistics for parcels from Asia and freelancers.

● Updated daily/weekly data reporting for marketing affiliate brand sites. EDUCATION

Media BA: Communications and Multi-Credited

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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