Skills
● Served as an Analyst III, Assistant Subject Matter Expert (ITSM), Subject Matter Expert (ITSM), and Orientation Coordinator (received Certificate of Excellence award) while under the management of the DoD and multiple contracting companies
● Provided first-level technical support to over 2K end-users via phone, email, and web submissions to resolve hardware, software, and network-related issues
● Handled an average of 50-70 inbound client inquiries per day through phone, email, web submissions, and customer walk-ins, consistently providing exceptional customer service and timely issue resolution
● Distinguished as a top support center analyst, continuously ranking in the top 5% of all analysts for exemplary customer service, technical expertise, and issue resolution
● Documented and tracked support requests using incident management systems, ensuring accurate and timely resolution while maintaining detailed records for future reference and analysis
● Collaborated with cross-functional teams, including IT specialists and system administrators, to escalate complex issues, coordinate resolutions, and implement preventive measures to enhance system stability and user experience
Systems Integration & Management, Inc. (SIM) |New Orleans, LA 05/2014 – 07/2015
Support Center Analyst
● Provided excellent customer service for US Navy service members and end-users for the following various US Navy programs and systems: NETC, CMS-ID, NROWS, MRRS, DTS, NIS, NADACS, NCORS, Deputy Supervisor of the PCS Traveling Program, etc.
● Demonstrated subject-matter knowledge, coaching, and training of new hires which resulted in a 50% increase in customer satisfaction ratings
● Developed and delivered user training materials and documentation, empowering end-users with the knowledge and skills to independently resolve common technical issues and optimize system usage
● Documented and tracked trouble tickets using incident management systems, ensuring accurate and timely resolution while maintaining detailed records for future reference and analysis
About
IT Help Desk Professional with recently active secret clearance and more than ten years of proven experience in customer service and operations support. Seeking a rewarding role in providing fast, accurate, and empathetic support to a wide range of customers while making a significant contribution to the success of the company.
● Troubleshooting
● Project Management
● Data Analysis
● Microsoft Office 365
● Training and Development
● Leadership
● Ticketing Systems
● Data Analysis
● Communication
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