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Help Desk Analyst Resume

SUMMARY:

Experienced professional with increasing responsibilities including excellent customer service, business process improvement, team leader, recruiting, supervisory and roles, data analysis and troubleshooting.

TECHNCIAL SKILLS:

  • BMC Remedy ticket system
  • Microsoft Office 2013/Office 365
  • Business Process Improvement Tools
  • Kaizen Facilitation
  • Lean Lead for Global Information Systems

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Analyst

Responsibilities:

  • Co - developed an IT Service Desk program for an expanding global help desk
  • Interviewed and hired new agents for IT Service Desk
  • Trained new agents onsite in U.S, Europe and China
  • Created process flow mapping and procedural documentation for IT Service Desk
  • Mentored and coached team members
  • Efforts resulted in 98%+ customer satisfaction and numerous Excellent Customer Service recognition s for the agents

DATA ANALYSIS/OPERATIONS ANALYST

Confidential

Responsibilities:

  • Prepared weekly data reports for Global Information Systems GO meeting and Confidential Desk GO meeting
  • Tracked monthly survey data and reported on trends, anomalies and areas needing improvement
  • Worked with IT support team leaders to identify problem areas based on survey data
  • Developed data charts and created Powerpoint presentations on Customer Effort Score data for entire Information Systems organization
  • Metrics tracked included SLA compliance, customer satisfaction, team ticket data and individual agent ticket data, calls answered/abandoned, first contact resolution and phone data

CUSTOMER SERVICE

Confidential

Responsibilities:

  • Assisted in creation of customer service and phone etiquette handbook for IT Service Desk
  • Coached help desk agents to provide world-class customer service
  • Consistently scored 98%+ in customer satisfaction with IT Service Desk

Confidential, Harrisburg, PA

Operations Analyst

Responsibilities:

  • Promoted to newly created Help Desk Team Lead position based on exceptional work and exemplary yearly performance reviews.

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