Support Center Analyst

• May 2023 - Present

Co-Owner

• Jan 2012 - Present

Manage an eBay Store and specialize in Retail Arbitrage and Personalized Custom Cartoon Prints. Manage an eBay Store and specialize in Retail Arbitrage and Personalized Custom Cartoon Prints.

Service Desk Analyst II

• Jan 2019 - May 2023

Service Desk · Team Leadership · Critical Thinking · Teamwork · Easily Adaptable · Attention to Detail · Technical Support · Troubleshooting · Active Directory · Software Installation · Customer Service · SharePoint · Team Building · A+ Certified · Call Center · ServiceNow · Help Desk Support · Outlook · Microsoft Word · Microsoft Outlook · Microsoft Excel · Call Center · Office365 · Cisco Finesse · WebEX · Blackboard · eCampus · Documentation · Queue Management · Customer Service Service Desk · Team Leadership · Critical Thinking · Teamwork · Easily Adaptable · Attention to Detail · Technical Support · Troubleshooting · Active Directory · Software Installation · Customer Service · SharePoint · Team Building · A+ Certified · Call Center · ServiceNow · Help Desk Support · Outlook · Microsoft Word · Microsoft Outlook · Microsoft Excel · Call Center · Office365 · Cisco Finesse · WebEX · Blackboard · eCampus · Documentation · Queue Management · Customer Service

Internship

• Sep 2018 - Dec 2018

Technical Support Analyst

• Sep 2014 - Oct 2016

• Fielded over 20 different client contracts as a member of the Overnight Extended Hours Team from clients such as Texas Children’s Hospital, City of Dallas, Sunoco, YMCA, EJ Gallo, and Weight Watchers.• Resolved 20-30 inbound calls and E-Mails daily from clients requiring technical assistance• Responsible for monitoring client queues and assigning tickets to the appropriate personnel/queues• Checked, validated and completed customer contact information submitted in tickets• Knowledge of service level agreements (SLAs) and proper response times to call customers back on assigned tickets• Coordinated with other lines of service before transferring tickets or accepting tickets from other queues• Validated proper ticket severity based upon standardized work processes• Examined ticket audit trail• Maintained knowledge of applicable service level agreements• Reset passwords, remove lockouts, added users to groups via Active Directory, SAP, and Oracle Show less

Technical Support Analyst

• 2008 - 2016

Overnight Queue Manager/Technical Analyst

• Aug 2012 - Aug 2014

• Responsible for monitoring the Service Desk ticket queue(s) and assigning tickets to the appropriate personnel/queues• Responsible for generating a daily report on the status of tickets• Checked, validate and complete customer contact information submitted in tickets• Knowledge of service level agreements (SLAs) and proper response times to call customers back on assigned tickets• Notified team lead when tickets failed SLA• Ensured that tickets potentially about to violate established SLAs are identified and corrected• Coordinated with other lines of service before transferring tickets or accepting tickets from other queues• Validated proper ticket severity based upon standardized work processes• Examined ticket audit trail• Maintained knowledge of applicable service level agreements• Assisted in logging phone and E-Mail Service Desk tickets in ServiceNOW ticketing software during high call volumes Show less

Overnight Team Lead/Technical Support Analyst/Client Advocate

• Mar 2008 - Aug 2012

• Developed and maintained a professional working relationship with clients by providing excellent customer service supporting over 100,000 global customers• Appointed E-Mail Migration Team Lead in less than 2 months of employment• Supervised a team of 11 technicians• Determined and delegated the duties and responsibilities of individuals in a team• Oversaw the technical support during the migration of 100,000 customers from Lotus Notes to Microsoft Outlook• Communicated positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members.• Provided constructive guidance to technicians on proper methods and procedures• Met and exceeded deadlines for daily/weekly reporting• Participated in daily conference calls with Executive Management• Composed technical training documentation for the entire service desk• Developed training classes to improve the performance of team members• Second level support for E-Mail escalation tickets• Reset passwords, removed intruder lockouts, added users to groups via Active Directory Show less

Call Center Representative/Ticket Sales (Part-Time)

• Jan 2007 - Feb 2013

• Accurately operated the JADE/Flash Seats ticketing system to sell tickets to events • Handled Inbound inquiries from customers in regards to entertainment and sporting events • Sold tickets to customers for concerts and sporting events to various venues nationwide • Problem-solved effectively customer complaints and escalated to management when necessary • Followed up with customers for special needs seating requests resulting in increased ticket sales • Assisted customers with Flash Seats account questions and password resets • Assisted with miscellaneous Ticket Center projects as needed Show less

Contractor

• Oct 2007 - Feb 2008

• Developed and maintained a professional working relationship with clients by providing excellent customer service in the field supporting various City of Garland locations and departments • Performed over 200 Installs, Moves, Adds and Changes (IMACs) using GHOST imaging for City of Garland departments • Coached customers on moving and storing data and *.pst files post migration • Upgraded and configured 200+ PC’s using GHOST imaging for the City of Garland’s 5 Library Branches • Developed and maintained a professional working relationship with clients by providing excellent customer service in the field supporting various City of Garland locations and departments • Performed over 200 Installs, Moves, Adds and Changes (IMACs) using GHOST imaging for City of Garland departments • Coached customers on moving and storing data and *.pst files post migration • Upgraded and configured 200+ PC’s using GHOST imaging for the City of Garland’s 5 Library Branches

Contractor - Technical Analyst

• Jul 2007 - Oct 2007

• Maintained a professional working relationship and provided excellent customer service to over 12,000 U.S. customers • Call acceptance/tracking (85-100/day) and maintained first call resolution rate of 90-95% using Peregrine ticketing system • Resolved issues and inquiries for customers, employees and offices • Followed up with customer and escalation group(s) as required, taking ownership of customer inquiry • Delivered and exceeded customer service support according to pre-defined performance levels • Assisted customers with installation, configuration, and troubleshooting E-Mail mail via phone and NetMeeting • Diagnosed & assisted customers with PC/laptop issues via phone/E-Mail w/specialty in Outlook, Word & Excel • Changed passwords, removed intruder lockouts, added users to groups Show less

Systems Administrator/Training Director

• Sep 2002 - May 2006

• Supported 5 offices with software/hardware issues via phone, Email & VNC Connectivity in a Dell environment • Created new user accounts and passwords • Maintained 4 servers in an Active Directory environment • Installed patches, new software releases, system upgrades and resolved software/hardware related problems • Performed file server software updates, patches and nightly backups • Setup and maintained PC’s at 3 off-site locations • Performed software and hardware troubleshooting and contacted service providers for resolution • Obtained quotes and ordered PC’s, laptops and parts from various venders including Dell and CDW • Performed the setup, installation and configuration of all Dell desktops, laptops and software • Trained end-users on using Microsoft Word, Microsoft Excel and Microsoft Outlook • Designed ads for the NWA Business Journal, local newspapers, Celebrate and various Realtor Magazines • Developed marketing flyers, postcards, brochures, and business cards Show less