Tori Worrell

Service Desk Administrator at FHI
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Contact Information
us****@****om
(386) 825-5501
Location
Hope Mills, North Carolina, United States, US

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Credentials

  • KCS Foundations
    HDI
    May, 2022
    - Nov, 2024

Experience

  • FHI
    • United States
    • Transportation, Logistics, Supply Chain and Storage
    • 300 - 400 Employee
    • Service Desk Administrator
      • May 2023 - Present

      ▪ Field incoming help requests from end users via telephone, e-mail, and in person with world class customer service. ▪ Build rapport and understanding of problem details from help desk customers. ▪ Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful efforts, and actions taken, through to final resolution. ▪ Apply diagnostic utilities to aid in troubleshooting. ▪ Test resolutions to ensure the problem has been resolved, when possible. ▪ Develop help desk solutions and frequently asked questions lists for end users. ▪ Maintain Knowledge base for internal resolutions as well as external resolution instructions for end-users. ▪ Utilize Kronos and Workday for time tracking of associates and processing of weekly payroll. Show less

  • Texas Tech University
    • United States
    • Higher Education
    • 700 & Above Employee
    • IT Support Specialist II
      • Jun 2022 - Apr 2023

      ▪ Responsible for creating and maintaining weekly shift schedules for ~80 student assistants. Resolved conflicts as they arose.▪ Utilized telecommunication to troubleshoot and resolve technical issues from students, faculty, and staff in the university community. ▪ Supervised ~80 student assistants working on the frontline for the Service Desk.▪ Coordinated meetings, events, and trainings to promote target goals.▪ Developed and maintained customer-facing technical documentation and guidelines.▪ Reviewed and published articles created by student assistants to add to the knowledge base.▪ Coached and trained student assistants in technical writing and knowledge management standards and procedures.▪ Assisted with the implementation of ServiceNow to replace a previous ticketing system. Show less

    • IT Support Specialist I
      • Feb 2021 - Jun 2022

      ▪ Provided Tier II technical support to students, faculty, and staff in the university community via telecommunication.▪ Supervised ~80 student assistants working on the frontline for the Service Desk.▪ Spearheaded and executed the implementation of Knowledge-Centered Service standards and best practices for student assistants at the Service Desk.▪ Developed and maintained customer-facing technical documentation and guidelines.▪ Reviewed and published articles created by student assistants to add to the knowledge base.▪ Coached and trained student assistants in technical writing and knowledge management standards and procedures. Show less

    • Student Assistant
      • Feb 2018 - Feb 2021

      ▪ Provided frontline technical support to students, faculty, and staff in the university community via telecommunication.▪ Supervised and ensured productivity of up to 10 student assistants in the call center.▪ Contributed to the team’s success by completing special projects and tasks in a timely and efficient manner.▪ Delegated tasks effectively to streamline project completion.

Education

  • University of North Carolina at Pembroke
    Master of Business Administration - MBA, Business Analytics
    2023 - 2025
  • The University of New Mexico
    Bachelor of Arts - BA, Psychology
    2020 - 2021
  • Texas Tech University
    Psychology
    2018 - 2020

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