SUMMARY

• me is a results oriented, highly driven Help Desk Support/Customer Service Specialist wif a 10+ year track record thriving in a technology driven environment delivering exceptional technical support.
• Possesses a comprehensive skill set, combine valuable industry experience, cultivated technical expertise, high caliber training, and TEMPeffective solutions to maximize performance and streamline functionality. Self - starter wif excellent interpersonal skills, recognized for expeditiously diagnosing and resolving retail software application issues for end users consistently providing high quality professional services.
• Committed to TEMPeffectively supporting business processes, thrive in fast paced competitive environments collaborating wif cross functional teams.

PROFESSIONAL EXPERIENCE

Technology Administrator

Confidential -Tempe, AZ

Responsibilities:

• Working the day - to-day operations of the IT Helpdesk, manage ticket queues and support services. Duties included providing and managing technical support to company staff on all company-supported applications and hardware such as desktop and laptop computers, mobile devices, and related technologies.
• Troubleshoot hardware, software and network problems, and maintain detailed records of symptoms and steps taken to resolve in the halpdesk database.
• Manage the automated installation and maintenance of desktop computer hardware and software.
• Oversee the creation and maintenance of documentation for the use of IT systems and software.
• Collaborate wif the Human Resources department to facilitate timely processing of requests for user account creating and termination.
• Maintain current and accurate inventory of technology hardware, software and resources.
• Establish and maintain regular written and in-person communications wif the organization executives, department heads and end users regarding pertinent IT activities.

Help Desk/Software Support Analyst

Wells Fargo - Chandler, AZ

Responsibilities:

• Providing proprietary application support to the corporate support function for internal Wells Fargo
• employees. The team is responsible for support before additional escalation is needed from the
• Developers. Utilized a group mailbox to answer any internal user questions along wif additional phone
• support. Many times we used MS Lync and share your screen to walk the user through the problem
• in order to resolve the issue. Strong communication skills were needed while working wif internal
• Wells Fargo employees and some of the users don't know how to talk the "tech talk". Responsible
• for creating templates and notes for responses to the users and also sending an application ticket
• confirming resolution and documenting tickets and sending user follow ups.

Help Desk/Software Support Analys

Confidential - Tempe, AZ

Responsibilities:

• Responsible for providing software support and technical assistance to all Confidential clients andemployees to ensure a responsive, accurate, professional, pleasant and positive experience wif the
• Client Services Department. Daily deliverables include diagnosing and solving client issues in a timelyand courteous manner, working independently or wif other Client Services staff to resolve issues wifn Queue Bill back software products.
• Provides full - service Help Desk analysis, diagnostics, and resolution to client inquiriescommunicating TEMPeffectively through email, chat, and telephone in order to maintain maximum clientproductivity
• Provides phone, web, or email software support, direction, assistance and consulting for clientsin the U.S. and Canada, as well as for clients around the world; remote accesses service software;participates in Early Adopter activities
• Evaluates, prioritizes and manages multiple client issues and competing priorities in a timely manner
• Provides formal individualized online or on-site training to over 300 on-site and remote computerusers on a continual basis
• Planned, researched and developed all user training manuals in use at the site
• Manages an ongoing Voice of the Customer feedback program to ensure superior client satisfactionlevels
• Tracks, documents and records all aspects of client interactions in designated client managementsystems and the company knowledge library to promote transparency, consistency and anunderstanding of technical issues in play
• Continually develops product expertise by reviewing new functionality and testing product andsoftware issues
• Basic SQL Experience - SharePoint administration

Help Desk Support Analyst

Confidential - Tempe, AZ

Responsibilities:

• Responsible for managing ongoing client requests for support either in person or by phone, includingactive follow up through job completion; providing one-on-one technical assistance, troubleshootingand problem solving for all incomings related to computer systems, software, and hardware issuesfor nearly 200 end users in a
• Windows 7 Enterprise and Outlook environment; providing full-servicesupport for multiple environments, including desktop, laptop, mobile and service desk employees
• maintaining the daily performance of all network computer systems; installing, modifying and repairingcomputer hardware and software; and managing daily computer network activities and reportgeneration.
• Provided individualized on-site training to over 300 on-site and remote computer users
• Researched and developed all user training manuals in use at the site
• Manage an ongoing Voice of the Customer feedback program to ensure superior client satisfaction

Help Desk Analyst

Confidential - Appleton, WI

Responsibilities:

• Responsible for providing full-service Tier me, II, and III levels of technical support, plus the managementand maintenance of the tracking system for service calls and work orders. Additional accountabilitiesutside of the Help Desk included:
• Comprehensive service, support and problem resolution for customers, including positive customerrelationship building during required "warm transfer" escalations to senior management
• Documentation and procedural creation and implementation
• Project management of the company-wide workstation and wireless phone upgrades
• The network programming, inventory control, and servicing of the Kronos Time Systems
• Installation, upgrade, and configuration of new hardware and software applications, including
• Microsoft Office 2010 Word, Excel, PowerPoint, Windows7, Citrix applications, Active DirectoryWindows Server 2008, 15, AS400, and Lotus
• Support of all hardware inventories, Point-of-Sale terminal service and operation, Database maintenance
• Training delivery to new Help Desk employees