PROFESSIONAL SUMMARY:

Passionate Desktop Support Technician with a proven track record of customer service excellence, administrative and business acumen, and dynamic team leadership and supervision that consistently advances organizational productivity, profitability, and performance.

TECHNICAL SKILLS AND ABILITIES:

• Project Management
• IS/OS/ NOC
• Batch and Production Control
• WAN/LAN Technology
• Network Troubleshooting
• Active Directory
• Windows Certified
• Vendor Relations
• Microsoft (MS) Word, Excel
• Inventory Control
• Oral/Written Communication
• CISCO Phone Systems
• Team Leadership
• Data Entry/Input
• TCP/IP
• Customer Service
• Systems & Network Upgrades

PROFESSIONAL EXPERIENCE:

Confidential, Little Rock, AR

IT - OPS Support Analyst

Responsibilities:

• Respond to phone calls and emails regarding user requests for desktop assistance .
• Create trouble tickets and assign to field technicians and other staff for resolution
• Decisively resolved multiple client issues assuming accountability for superior customer service and exceeding organizational expectations.
• Reduced customer waiting times and sales volume loss by initiating increased production activities during peak service intervals.
• Prioritized and managed multiple ongoing responsibilities and tasks judiciously, maintaining consistent levels of superior individual and team productivity and ensuring efficient administration of departmental activities.
• Excellent computer knowledge and trouble shooting skills regarding Windows 10, 12 as well as Microsoft Office Software 365, Powershell Exchange and Active Directory.
• Able to resolve hardware and software issues, experience with Remote Assistance or NetOP access
• Effectively communicate with third party vendors for issue resolution and technical support
• Knowledge of personal desktop computing and advanced office automation technology including registers, file shares, printers, scanners and peripheral equipment
• Configuration of Switches and Ports to secure proper communication between the company and Confidential
• Sales Audit and Inventory Equipment Control
• Aid to sales processing and credit card authorization
• Effectively performed Batch Systems Testing and Console duties, securing all Systems maintained there start/stop times as scheduled.
• All systems functions required in order for Daily Store Operations to run successfully.