IT Manager, Project Manager, Business Analyst
Resume:
Laura Myles
** ******* ******, ****** ** *****
*****.*********@*****.***
Customer service analyst where my experience can be utilized to improve customer satisfaction.
Profile More than 13 years’ successful experience in customer service and support with recognized strengths in supporting over 200 applications that include Microsoft Office Suite, Blackberry Support, VPN and Citrix support, Printing and connectivity problem-solving and trouble-shooting, Active Directory administrator.
Possess solid computer skills.
Trained and guided new hires.
On call duties
Email support
Contributes to the firm's Service Excellence initiative to consistently improve its image internally and externally.
85% of calls answered in 30 seconds or less
Ability to respond to requests with a heightened sense of urgency in high-pressure circumstances.
Synopsis of Achievements Participated in ITIL V.3 Certification Training.
Worked on project team to build Service Desk Team Site.
Mastered MOUS Certification
Employment WilmerHale, Boston, MA 2000 - Present
Service Desk Support Analyst
Assumes ownership of Incidents and Service Requests, and resolves them following the IS department’s ITIL-based processes, with special emphasis on Incident Management.
Identify, troubleshoot, and analyze computer related hardware and software issues.
Quickly and effectively solve customer challenges.
Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
Captures and tracks customer Incident and Service Request information in the service management system, coordinating the details and resolution of the Incident and Service Request through its full lifecycle.
Analyze trends, including researching symptoms of trends.
Educate new hires on technology tools available to them and best practices.
Excellent organizational skills and attention to detail.
1998 - 2000 Houghton Mifflin Company Boston MA
Computer Support Specialist
Trouble shooting computer and printer related problems.
Platforms would include: Windows 95 and Windows NT desktops and laptops.
Macintosh OS 7.0-8.0
Education Fisher Junior College, Bunker Hill Community College
References Furnished Upon Request
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