Help Desk & Application Support Specialist

Frank Roberts

Help Desk Analyst Application Support Specialist

North Augusta, SC 29860

803-***-**** ️ *******@*****.***

Willing to Relocate: Georgia South Carolina North Carolina

Work Authorization: Authorized to work in the U.S.

Professional Summary

Dedicated and highly skilled Help Desk Analyst with over 20 years of experience providing Tier 1 and Tier 2 technical support in fast-paced enterprise environments. Proven track record of resolving complex technical issues, improving system performance, and delivering exceptional end-user support. Adept at Active Directory, remote troubleshooting, password resets, ticketing systems (CRM, ServiceNow), Windows OS, VPN support, and application configuration. Committed to delivering high-quality customer service and technical solutions that enhance business operations.

Key Skills & Technical Proficiencies

●Technical Support (Tier 1 & Tier 2)

●Active Directory / Password Management

●Incident Management / Ticketing Systems (ServiceNow, CRM)

●Remote Desktop Support (RDP, VPN, Citrix)

●Windows OS / Microsoft Office Suite

●Troubleshooting Software & Hardware

●System Access / User Provisioning

●ITIL Best Practices

●Root Cause Analysis

●Client Communication / Escalation Handling

●Knowledge Base Documentation

●Time Management / SLA Adherence

Professional Experience

DXC Technology – Augusta, GA

Infrastructure Services Analyst

Jul 25 – Present

●Delivered technical support to external clients by resolving account access issues, troubleshooting active directory errors, to include resetting passwords and making sure computers were in the correct workstation group.

●Managed 40+ Daily support tickets for 1000 plus manufacturing plant employees through Service Now Ticketing System consistently meeting SLA deadlines and reducing average resolution time by 30%.

●Main point of Contact for the Tech Bar at EZ Go Textron Services which included but not limited to trouble shooting and assisting with computer issues.

●Maintained and kept up with inventory of computers to include providing weekly spreadsheets of assets to asset management team.

●Head Tech in the Augusta Georgia location that is in charge of the computer refresh and intern program

ADP – Augusta, GA

Associate Client Service Analyst

Dec 2011 – Jul 2025

●Delivered technical support to internal users and external clients by resolving account access issues, troubleshooting portal errors, and managing employee record discrepancies.

●Conducted system audits and resolved federated login errors (error 100) by repopulating federation tables, ensuring 99% user login success rates.

●Managed 30+ daily support tickets through CRM, consistently meeting SLA deadlines and reducing average resolution time by 25%.

●Executed backend data scripts to merge and deduplicate employee records, reducing user confusion and data inconsistencies by 40%.

●Recognized for handling high-priority and escalated tickets with accuracy and professionalism.

DHL Brokerage Services – Columbia, SC

Control Tower Analyst

Nov 2008 – Dec 2011

●Provided logistical coordination for escalated international shipments, ensuring high-priority packages were processed efficiently and without delay.

●Maintained SharePoint database to track and archive shipments, improving team workflow visibility and response accuracy.

●Collaborated with cross-functional teams to resolve customs delays and documentation issues under tight deadlines.

Bank of America – Charlotte, NC

Treasury Service Analyst Officer

Nov 2004 – Nov 2008

●Delivered support for ACH, wire, and funds transfer transactions, ensuring secure and timely processing.

●Monitored system feeds and resolved file processing issues in real time, minimizing service disruptions.

●Acted as communication liaison during service outages, initiating client alerts and coordinating conference calls between technical teams and stakeholders.

Exult (HR Outsourcing for Bank of America) – Charlotte, NC

Payroll Support Specialist / Help Desk Technician

Aug 2000 – Nov 2004

●Provided Level 1 technical support to 80,000+ employees, troubleshooting payroll, system access, direct deposit, and W-2 related inquiries.

●Performed network printer setups, email configurations, and data entry tasks for payroll and HR systems.

●Trained managers on time entry and reporting processes, reducing payroll errors by 30%.

●Documented support workflows and updated internal knowledge base for improved resolution efficiency.

Office Depot – Charlotte, NC

Customer Service Representative (Part-Time)

Sep 1999 – Jun 2000

●Delivered retail customer support while maintaining inventory and merchandise presentation.

Education

Aiken Technical College – Aiken, SC

General Education Coursework 1996 – 1999

York Technical College – York, SC

General Education Coursework 1999 – 2000

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