Experience

Self employed

• Denmark
• Information Technology & Services
• 500 - 600 Employee

• Service Desk Analyst

  • Apr 2022 - Present

  Provides general remote desk support. Medium size corporate, supporting daily up to a few different models or types of computers and Citrix Desktops, hard vpn, soft vpn and usually works with general office suite applications issues. This company has two or three proprietary applications which we also provide general level one connectivity and desktop support for including software installation. As a first level technician, I excel at identifying and isolating issues. * Completes tasks to resolve multiple issue, simple and complex direct end user reported issues via telephone contact. * Constantly captures and notates data, completes discovery to understand how systems work and finds solutions autonomously. * Contributes to and utilizes knowledge bases to effectively address user reported issues and provide end user references. * #1 Notable experience here is manual software installation at T1 level for off-net support and more immediate software install. (This was new to me due to previous position only supporting installation via CCM only.) * #2 Notable experience here is: Transition to Azure HAAD and utilize Azure to Manage both BYOD and Company Devices. * #3 Notable experience here is: Much of the fielding knowledge and team escalation is handled at specific pools in the General Areas of concern such as Systems Operations, or Network Operations and escalation is assigned or handled from there as apposed to directly sending from T1 to specific groups. * #4 Notable experience here is: Currently transition to a more elaborate IT Service Desk ticketing system that is on route to help in many areas, changes include some data structure, and ticket generation changes, which will provide much improved knowledgebase relationships and ticket management options. (Employer information retained for the privacy of both employer and employee. This is not a public facing position and as such does not require a social presence.) Show less



Randstad Digital Americas

• United States
• IT Services and IT Consulting
• 500 - 600 Employee

• Service Desk Analyst

  • Aug 2021 - Apr 2022

  Randstad Client. *Act as first point of contact to resolve issues on Desktops, and Citrix desktops. Assists users with variety of systems and needs in a mostly remote teleworking environment. Randstad Client. *Act as first point of contact to resolve issues on Desktops, and Citrix desktops. Assists users with variety of systems and needs in a mostly remote teleworking environment.



Motion Recruitment Partners LLC

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• IT Service Desk Agent for U.S. Bank

  • May 2021 - Aug 2021

  Brought back on for short period. Expected through 07/30/2021. Same position and duties as previous.

• IT Service Desk Agent at U.S. Bank

  • Aug 2019 - Aug 2021

  MRP Client: U.S. Bank, Saint Paul MN 08/19 - 03/21.--- Service Desk Support heavily utilizing Service-Now for knowledge and employee support across the company.--- Utilizes SCCM, Remote Toolbox, Administrator Tools and Remote access to Resolve single workstation issues--- Supporting corporate users, bankers, branch managers, developers and many other roles within the bank.--- Handles issues on all queues, identifies and escalates high severity tickets affecting multiple employees.--- Supported a large number of users during their transition to working remotely during COVID-19.--- Password and Authentication support for VPN, AD, SSO, Entrust VPN, Intranet Sites, Drive Encryption .--- Provided Customer Support for equipment order, assignment, movement and other requests.--- Experienced multiple software upgrade rollouts, software changes and windows updates.--- Gained strong ability in Service-Now to navigate, build filters, find and identify existing tickets, requests quickly.--- In the time I have been with this company I have taken 5000+ calls and chats and continue to gain experience.--- Responds to provide support for 10,000 plus applications that are inventoried under web and desktop applications.--- Accesses systems for user, machine troubleshooting and general assistance within Service-Now, ActiveDirectory, SCCM, Microsoft Endpoint, HP Service Manager, CITRIX Director, Websphere/Vcenter, Access andIdentity Management, Asset Management, Azure Intune Office 365, Avaya, eDirectory, IBM AS400, RACF EntrustIdentity Guard, Pulse Secure, Bluecoat and other systems. Show less



Robert Half

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Technical Support Agent at Data Recognition Corp

  • Dec 2018 - May 2019

  Customer Technical Support Agent, Data Recognition Corp (Robert Half) • Provides customer and technical support to inbound callers for State K-12, and State ELL testing. • Assists technical and non-technical users with configuration, installation and connection of client devices, and local content caching sources. Also provides general troubleshooting, guidance and customer service. • Devices and operating systems worked with: OSX, Linux, Windows, Chromebook, iPad • Ticket and knowledge management within Servicenow, Utilize G Suite applications day to day in order to communicate, access documents, and internal google sites which act as the “Wikipedia” for their respective projects. Show less



Volt

• United States
• Staffing and Recruiting
• 700 & Above Employee

• CSR at 3M

  • May 2018 - Sep 2018

  Volt Workforce Solutions client: 3M (5/18 - 09/18) • Provided support via phone & email for order maintenance, questions, status & expedites • Related with buyers for pricing and QTY discrepancies on orders that did not validate via EDI. • Entered account creation/maintenance requests and updated orders once requests were fulfilled. • Worked with contacts at plants and warehouse to expedite or cancel orders. • Utilized multiple systems to view pricing, contracts, product certifications, and worked with 3M as they transitioned into a new ERP system (SAP). Show less



Randstad Digital Americas

• United States
• IT Services and IT Consulting
• 500 - 600 Employee

• Technical Services Specialist at Thomson Reuters

  • Aug 2017 - May 2018

  Randstad Technologies client: Findlaw part of Thomson Reuters (08/17 - 05/18) • Collaborated with Clients, IT Admins, 3rd Party Technical Companies, and Findlaw Account Managers in order to obtain hosting information, move DNS hosting and repoint domains for conversion of clients' websites to HTTPS/HTTP2 • Handled all steps involved in moving the DNS records and repointing domains, from start to finish. This required multiple attempts to contact clients by phone and email, tracking those attempts and contact information provided for additional parties such as client IT, 3rd party technical or hosting providers. • Guided customers through technical steps required to repoint their domain and confirm all DNS records exist on the new DNS location for customers who prefer not to provide access to their domain registrar and DNS host. • Once the site was on Findlaw's secure domain, I published website changes from staging to live site and verified website was being delivered as HTTPS Show less



Advantage Solutions

• Advertising Services
• 700 & Above Employee

• Retail Merchandiser

  • Aug 2017 - Dec 2017

  Retail Merchandising and Projects. Completes in store sets and resets according to planograms, working closely and relating with team members at Advantage Sales & Marketing, Store Managers, Department Managers and Backroom Leads. May complete smaller projects for display and mod setup. Retail Merchandising and Projects. Completes in store sets and resets according to planograms, working closely and relating with team members at Advantage Sales & Marketing, Store Managers, Department Managers and Backroom Leads. May complete smaller projects for display and mod setup.



THE RIGHT STAFF

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Guest Assistant at Xfinity

  • Dec 2016 - Jan 2017

  The Right Staff client: Comcast (11/16 - 01/17)• Greets customers• Processes equipment returns• Answers general questions • Sets customer expectation

• Technical Support Specialist at EMC Publishing

  • Jul 2016 - Dec 2016

  The Right Staff client: EMC Publishing (07/16 - 11/16)• Handles support requests initiated from Live Chat, Phone, and Email. • Utilizes resources and existing knowledge bases to quickly assist customers with support requests.• Completes thorough Troubleshooting, Replication, Research, Review, and Testing to isolate issues.• Processes administrative tasks within learning management and digital asset management systems.• Tests, breaks down, confirms & reports product errors to the dev team. Corrects issues when possible.• Uses company implementation of file maker to update and track tickets through completion. Show less



Renewal by Andersen

• United States
• Construction
• 700 & Above Employee

• Proximity Agent

  • 2014 - Apr 2016

  Renewal by Andersen through Express Professional and TargetCW • Generates leads from Proximity Marketing. • Makes Initial, Existing, Legacy, and Competitor client contacts. • Conducts discovery process to find window conditions and need. • Schedules a visit for homeowners that will benefit from a consultation.. Renewal by Andersen through Express Professional and TargetCW • Generates leads from Proximity Marketing. • Makes Initial, Existing, Legacy, and Competitor client contacts. • Conducts discovery process to find window conditions and need. • Schedules a visit for homeowners that will benefit from a consultation..



Randstad Digital Americas

• United States
• IT Services and IT Consulting
• 500 - 600 Employee

• Desktop Support Analyst at Sovos Compliance

  • Dec 2015 - Jan 2016

  Randstad Technologies client: Sovos Compliance (12/15 - 01/16) • Supports client installation, configuration, errors and troubleshooting via phone and goto meeting. • General pc support for printing, web application login, client configuration and usage of applications • Track cases, customer's account history, assets and knowledge on Salesforce CRM, support to completion • Provide expert guidance for client software, web based software with full walk through and updated information • Work with tier 2 and 3 as well as product managers on issues needing backend access, rollout fixes,. server/connect • Detailed client-side troubleshooting for connection and error codes on early functionality rollout TACA • Trouble shoot technical issues, provide resolution, document the resolution, conduct and initiate backend duties, Engage Account Executives - Product Managers - Extended Support when needed, Recognize and troubleshoot to find scope and urgency of issues, providing updates and communications as needed. Show less



Pro Staff

• United States
• Staffing and Recruiting
• 400 - 500 Employee

• Customer Service Representative at Sportsmans Guide

  • Sep 2015 - Oct 2015

  ProStaff Client: Sportsman's Guide (09/15 - 10/15) Customer support and order maintenance. - Returns / Exchanges / Refunds / Membership Maintenance / General Questions / Product Comparison and Suggestion / Direct Customer Support via phone / Presenting Promotions and Offers / Apply Pay types and coupon codes / Web support for account creation, password reset, check out, shipping and pricing clarifications / fedex and usps tracking / backorders / order status an explanation / reships / parts requests / product support and credit support intermediary and transfer / limited to maintaining orders that have not been shipped, able to apply refund after team interaction to complete a stop ship, midship stops were completely out of my hand for an op that required special handling including carrier contact, warehouse stops and mid-shipment address change or cancellation escalation handoff / factory direct unknown shipment status and vendor contact handoff / Show less



Pro Staff

• United States
• Staffing and Recruiting
• 400 - 500 Employee

• Sales Operations Specialist at Ability Network

  • Mar 2015 - Jul 2015

  ProStaff Client: Ability Network (03/15 - 07/15) • Strategic Partner Order intake via emails from multiple channels. • Directly supports Sales Teams on current processes and QA of quotes • Internal order requests from multiple teams via tasks / email / im • Communicates with teams to resolve issues / clarify tasks and requests • Participates in SP phone conference meetings for process improvements (WebEx & Lync) • QA of orders waiting for approval to ensure all attachments, values, semantics and, account info. • Builds reports from Salesforce and Excel to fulfill reporting needs • Communicates directly with 4-5 vendors routinely. • Some phone support and processing to direct sales clients transferred to me from an outside line. Show less



Virteva | A Crossfuze Company

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Desk Analyst

  • Nov 2014 - Feb 2015

  Internship Contract : Virteva (10/24/14 - 01/20/15) • Handles inbound IT support calls. • Full support first line of contact for first call resolution. • Resolves, Documents and Assigns incidents in service-now. • Uses Citrix, AD, Oracle and Web-Based softwares for administration. • Uses remote desktop, XenDesktop (NORAM), and Logmein to provide remote support. • Worked with Carlson Companies Account (Rezidor Hotel, Wagonlit Travel, Corporate) • Incident Management and Creation for: Outlook, Exchange, Active-Directory, Cisco Any- Connect, Self Service on Service-Now, Oracle Login and application freeze ups, Password Resets, Printing Issues, AD Login Credentials, Windows PCs, Thin-Clients, Laptops, Remote Desktops, Web-Based and Platform Software, Java Configuration, Simple Networking, Virus protection and software install/reinstall. Provides support for other incidents as well. Show less



Pro Staff

• United States
• Staffing and Recruiting
• 400 - 500 Employee

• Enrollment Support Representative at Capella University

  • Oct 2014 - Nov 2014

  Phone Marketing Outreach Campaigns (Previous learners, Interest lists from various sources) • Conducts discovery process to find and suggest applicable areas of study. • Provides a warm hand-off to Enrollment Counselors specializing in the area. • Forwards qualified leads to EC for callback if live hand-off is not possible. • Schedules and conducts callbacks to qualify leads at a better time. • Provides information about degree programs via phone and email. • Accesses call lists and customer records via windows CRM. • Conducts 300-400 calls a day qualifying 2-4 leads or 10-20% of all contacts. • Employs techniques to overcome objections and concerns. Show less



Pro Staff

• United States
• Staffing and Recruiting
• 400 - 500 Employee

• Customer Service Representative at Rust Consulting

  • Dec 2012 - Sep 2013

  ProStaff Client: Rust Consulting 04/02/13 - 09/13/2013 - CSR ProStaff Client: Rust Consulting 12/14/2012 - 01/09/2013 -CSR • Handle calls for one or more projects simultaneously. • Resolve caller inquiries, update information and initiate processes. • Addr change; New record entry; Call Dispositions; Inbound & outbound call. • Check Validation, Fund Verification, Re-Issue and Split-Pay Requests. • Warm Transfer, Conference Initiation, and 3rd party Interpreter service. • Initiated and Conducted Mock Calls for new representatives. • Reported unscripted situations to leads and handled as directed. • Escalated calls for special handling and review. • At highest call volume handled up to 120 inbound calls a day on all lines for that project. Calls ranged from quick 1 minute transfers to detailed Q&A requests / escalation. • Capable of providing direct support and processing for up to 90-100 callers a day. Show less