IT Service Desk Analyst and Administrator

**** ***** ******** ****

Charlotte NC, *****

(M): 980-***-****

E-mail: *****************@*****.***

OBJECTIVE

To obtain a position within an organization where I can apply my administrative skills and experience achieving success through my organizational skills, result oriented and self-motivated style.

Summary

• Responsible for managing office management duties, including mail distribution maintaining management schedule/calendars, and developing meeting agenda based on company topics for staff meetings.

• Handle incoming calls and respond appropriately, always ensuring customer satisfaction is achieved.

• Experience with Microsoft Office programs.

• Strong team building skills, solid work ethic, motivation and excellent communication skills.

PROFESSIONAL

Duke Energy Progress

IT analyst

08/2019- 12/2024

• Service Desk Representative Proven experience as a help desk technician or other relevant role supporting internal customers.

• Good understanding of computer systems, mobile devices, and other tech products.

• Ability to diagnose and resolve technical issues.

• Excellent communication skills.

• Customer-oriented and cool-tempered

• Office 365 Suite

• Windows Deployment Services (WDS)

• FreshService helpdesk

• Strong hardware skills

• Knowledge and experience with the following systems:

• Active Directory

HCL

IT SR Analyst 03/2015 -06/2019

general computer installation, maintenance and repair experience. three years with hands-on experience configuring and using Microsoft Office Suite.

Additional skills: Strong organization skills. Strong customer service skills. Ability to work independent of close supervision. Ability to work accurately in high-pressure situations. Ability to find resolution to end user issues varying from ad password reset to software installations. Worked with sales force orcales access Sam management. Active Directory . sap . as400 .

Access communication

Customer Service Representative 5/2010/- 10/2014

Handled inbound calls regarding complex technical issues with all wireless devices for the organization. Ensuring all calls are handled with professionalism.

Exceed monthly goals per month with accurate call resolution.

• Assisted customers with taking payments to apply to individual accounts.

• Explained customer’s bill with detail to ensure customer satisfaction before call was resolved.

Sprint Charlotte, NC 12/2008 – 12/2009

Customer Service Representative

• Handled inbound calls regarding complex technical issues with all wireless devices for the organization.

• Ensuring all calls are handled with professionalism.

• Exceed monthly goals per month with accurate call resolution.

• Recognized for the highest resolutions for 3 months.

• Act as a SME for the team and manage escalations for other team members.

iQor Charlotte, NC

02/2007 – 08/2009

Customer Service Representative

• Assisted customers with taking payments to apply to individual accounts.

• Explained customer’s bill with detail to ensure customer satisfaction before call was resolved.

• Routed program device calls to appropriate areas for call resolution.

L&R Trucking Co. Gastonia, NC 09/2004 - 02/2007

Administrative Assistant.

• Provided upper management support to CEO and nine direct reports with proven ability to improvise, improve procedures with demanding deadlines.

• Handle all incoming calls, scheduling appointments and ensuring timely delivery of freight.

• Plan and coordinate all on site meetings.

• Prepared weekly invoices for submission to various customers.

• Managed document management support for the company.

References

Wendy Lopez 704-***-****; Sprint PCS

Betty Ravin 984-***-****;L&R trucking

JasMine Bradley 704-***-****; Personnel

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