Service Desk Analyst

• Apr 2023 - Present

At the beginning of April, I started a new position as a Service Desk Analyst at Impact Group., In my position as a Service Desk Analyst, I support a diverse range of clients and am responsible for troubleshooting technical issues to ensure smooth business operations. At the beginning of April, I started a new position as a Service Desk Analyst at Impact Group., In my position as a Service Desk Analyst, I support a diverse range of clients and am responsible for troubleshooting technical issues to ensure smooth business operations.

Information Technology Support Specialist

• Aug 2022 - Apr 2023

Technical Support Agent

• Aug 2022 - Sep 2022

TECHNICAL SUPPORT (CONSULTANT) Mechdyne (TEKsystems Contractor ) - Remote •Partnered with TEKsystems for a short-term project, to aid Mechdyne during a Microsoft 365 migration for a large healthcare system provider. •Used knowledge of Office 365 to troubleshoot issues post-migration in a fast-paced environment. •Resolved an average of 23 incidents per day and opened about 25-29 tickets including escalation, callbacks, or required placed on hold Majority being creating new calls for Outlook, Teams, or OneDrive Show less

Help Desk Support Specialist

• Mar 2021 - Apr 2022

•Provided tier 1 level support and troubleshooting for an enterprise environment of 10,000+ users. •Configured, installed, and managed workstations remotely, utilizing ConnectWise, Bomgar, and Quick Assist.. •Resolved 20+ support tickets daily. Used probing questions, researching similar incidents, and team collaboration. •Walked user through hardware setup using easy-to-understand directions, actively listened to user, and portrayed patience. •Utilized ServiceNow to document work notes and prioritized tickets while preserving company standards with average SLA compliance rate between 85-88%. •Appointed Senior Software Tech. •Installed and configured 85-90% of software requests, escalated requests not approved. •Mentored teammates on software request tickets. •Documented any changes to company approved software for team to reference. Uploaded installers to Transfersafe for team to have easy access. Saved up to 1-2 minutes having installers in central location opposed to searching multiple possibilities. Although saving small amount, over time, and considering number of team utilizing, adds up. •Provided password resets, unlocking accounts, granted permissions and creating accounts using Active Directory and Okta Admin Portal. •Created distribution and individual mailboxes with MS Exchange. •Granted users send-as, send-on-behalf and full access requests to Outlook mailboxes using MS Exchange. Communication with HR for approval of full access request to individual mailboxes. •Provided troubleshooting for Mac OS. Installed Parallels VM, Windows Image, connected to domain. • Maintained continued knowledge through continuing education courses on LinkedIn Learn, publications, and tutorials. Show less

Lead Sales Associate

• Mar 2018 - Mar 2021

•Provided service to new and long-standing customers by attending closely to concerns and developing solutions. •Maintained the #1 weekly upselling position for the store almost 97% of the time covering period of 52 weeks. •Supplied technical support for basic store desktops, POS/register, and Lift customer interaction systems •Utilizing a system that keeps score of upselling goods for every employee. Each point being equal to a good being upsold. Also maintained the #1 spot in the district for cumulative points gained over the quarter two time in a row. •Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements. •Fixed problems when Lift screens froze, black screen, or when customer unable to interact with it. Checked all cables hooked up correctly and secure. •Deescalated customer concerns and issues by conveying empathy, caring attitude, and willingness to help. Or escalated issue to manager for immediate rectification •Ordered the bi-weekly Tobacco and goods orders for the store. • Vast knowledge of price of every tobacco item sold in store, even which prices fluctuating •Always kept up on changing store deals and sales. Offering this knowledge to customer to provide best value for goods. Show less

Caretaker

• Oct 2016 - Feb 2018

During this period, I put employment on hold to care for a terminally ill family member. •Occasionally, worked cash job providing general maintenance for a local realtor, by getting properties going on the market and properties for rent. •Installed new door locks, handles, and made sure light fixtures were all functional. •Tested faucets to make sure that hot and cold water flowed out of without leaks. •Performed general housekeeping and cleaning tasks. •Removed outdoor debris and any kind of yard clippings. Show less

Server/Bartender

• Nov 2015 - Sep 2016

• Worked as both a Server and Bartender at one of the local Applebee's Neighborhood Grill. • Vast majority of skills centered around Customer Service • Provided personalized service. • Strengthened short term memory by remembering cocktail recipes and drinks on tap • Utilized good long-term memory to remember regulars’ names • Anticipated and quickly adapt to customers desired pace of service. • Worked as both a Server and Bartender at one of the local Applebee's Neighborhood Grill. • Vast majority of skills centered around Customer Service • Provided personalized service. • Strengthened short term memory by remembering cocktail recipes and drinks on tap • Utilized good long-term memory to remember regulars’ names • Anticipated and quickly adapt to customers desired pace of service.

Head of Caretaking Department

• Feb 2014 - Jan 2015

•Headed the Caretaking Department for property management firm that had 500+ rental properties. •Maintained building and restore facilities; Perform timed tasks without supervision; assign duties to temporary workers from a staffing firm. •Coordinated with temp agency to hire workers and coordinated and delegated workers up to 13 workers on up to 5 separate properties made sure property turns were completed before new tenant moves in. •Checked and reported as needed the conditions of the property outside and care of the landscape, etc. •Organized a daily workload by priorities. •Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment. •Proved successful working within tight deadlines and fast-paced atmosphere. •Created a spreadsheet of many cleaning tasks to go through before the new tenants arrived, which saved at least 30 minutes of paperwork a day. Show less

Server Trainer

• Aug 2012 - Oct 2013

•Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies. •Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers. •Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business. •Scheduled reservations and managed seating arrangements simultaneously for parties of 25-35 customers, including every Saturday lunch for boys sports teams. All while maintaining calm, professional demeanor. •Trained new team members on restaurant procedures, menu items and performance strategies. •Developed warm relationships with regular customers, by using their names. Show less