Customer Support & Help Desk Analyst

Tiera Ford

Arlington, TX ***** +1-682-***-**** *.*****@*****.***

SUMMARY

Customer-focused professional with **15+ years of experience** in customer service, customer support, technical support, application support, and operations. Skilled in resolving customer concerns, troubleshooting issues, managing accounts, processing adjustments, and providing professional support by phone, email, and in person. Strong communicator and problem solver known for patience, attention to detail, adaptability, and creating positive customer experiences in fast-paced environments.

EXPERIENCE

Help Desk Analyst I June 2021 – Present

LabCorp Dallas, TX

• Provide customer and technical support to global customers, resolving inquiries and troubleshooting issues in a timely and professional manner.

• Assist customers and stakeholders with business intelligence and data analysis tools, configurations, and system functionality.

• Support applications and platforms including ServiceNow, ConnectWise, Meraki Dashboard, iCloud, and Multi-Factor Authentication.

• Create daily, weekly, and monthly data quality reports and identify discrepancies to support data accuracy.

• Document customer issues, resolutions, and follow-up activity while managing multiple requests and priorities.

• Communicate technical information clearly to customers and collaborate with internal teams to resolve complex issues.

Application Support Technician November 2020 – April 2021 Six Flags, Inc. Arlington, TX

• Resolved customer product and service concerns by identifying issues, determining causes, and explaining appropriate solutions.

• Assisted with customer accounts and processed financial adjustments accurately.

• Maintained customer information and documentation while providing professional and timely support.

• Collaborated with team members and escalated issues when necessary to ensure customer concerns were addressed.

Customer Support March 2018 – May 2020

Kroger’s Mansfield, TX

• Provided friendly and professional customer service in a fast-paced environment.

• Opened and maintained customer accounts and accurately recorded account information.

• Resolved customer complaints by listening to concerns, identifying issues, and explaining available solutions.

• Processed customer adjustments and assisted with questions regarding products, services, accounts, and transactions.

• Worked with coworkers and management to resolve customer concerns and support daily operations. Logistics Technician February 2018 – March 2019

UT Southwestern Medical Center Dallas, TX

• Provided customer service and administrative support to internal and external customers.

• Responded to inquiries, resolved issues, and coordinated shipments with customers, vendors, and internal departments.

• Maintained accurate records and logistics documentation and researched inventory discrepancies.

• Managed client correspondence and tracking information while supporting efficient daily operations. Desktop Engineer July 2017 – December 2017

Penhall Company Irving, TX

• Provided in-person and telephone customer service and technical support to employees.

• Troubleshot hardware and software issues and assisted end users with technical problems.

• Tested computer equipment and trained users on hardware and software functionality.

• Communicated technical information clearly and professionally to end users. TECHNICAL SKILLS

Customer Service

Customer Support

Issue Resolution

Complaint Resolution

Technical Support

Account Management

Active Listening

Troubleshooting

Problem Solving

Data Entry

Documentation

Phone & Email Support

Team Collaboration

Time Management

TECHNICAL SKILLS

ServiceNow ConnectWise Microsoft Applications Data Reporting Computer Hardware & Software Multi-Factor Authentication

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