Junior Customer Help Desk Analyst Resume New Carrollton, MD - Hire IT People

TECHNICAL SKILLS:

MS WORD, ACCESS, EXCEL
POWERPOINT
Word Perfect
MS Project
VISIO
Cost point.
REMEDY
Service NOW
Deltek, PeopleSoft,
SharePoint
MS Publisher,

PROFESSIONAL EXPERIENCE:

Confidential, New Carrollton, MD

Junior Customer Help Desk Analyst

Responsibilities:

Answer calls coming into the Tier 1 Help Desk by the third ring.
Create a customer incident in Remedy, the call tracking software for every call answered.
Coordinate with team to ensure rapid response times and follow - up with customers.
Ensure that all VIP calls are responded to immediately.
Develop professional working relationship with customer to better understand business needs.
Process customer orders, prepare correspondence, and fulfill customer needs to ensure customer satisfaction.
Identify, research, and resolve technical problems.
Document, track and monitor the problem to ensure a timely resolution.
Perform day-to-day network, server and storage level troubleshooting and issues resolution.
Supports Tier 1 and 2 service requests and incident
Provide Tier 2 technical support via phone, email, remote and on-site support for hardware/software products.
Provide timely communication and resolution of issues.
Work with vendors to configure specialized vertical-specific applications unique to customer's environment.
Use the company systems to document, track and monitor user issues to ensure they are resolved in a timely fashion.
Continuously observe equipment operation and report deviations or malfunctions.
Assist in maintaining records to supplement logs, including problem documentation actions taken, quick reference guides and similar data.
Provide Help Desk support that includes: initial problem determination, clear and concise documentation, diagnostics and information capture, resolution (when possible), customer status updates, transfer of service requests to appropriate IT or other workgroups.
Serves as the single point of contact to end users for information technology-related issues, problems and requests

Confidential, MD

Help Desk Agent / Customer service

Responsibilities:

Provide first level contact and convey resolutions to customer issues
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Update customer data and produce activity reports
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed customers' expectations
Ensure proper recording, documentation and closure
Recommended procedure modifications or improvements
Preserve and grow your knowledge of help desk procedures, products and services
Call Center Representative

Confidential, Washington, DC

Marketing Assistant

Responsibilities:

Supported marketing executives in organizing various projects
Undertook daily administrative tasks to ensure the functionality and coordination of the department’s activities
Conducted market research and analyze consumer rating reports/ questionnaires
Employed marketing analytics techniques to gather important data (social media, web analytics, rankings etc.)
Updated spreadsheets, databases and inventories with statistical, financial and non-financial information
Assist in the organizing of promotional events and traditional or digital campaigns and attend them to facilitate their success
Prepared and delivered promotional presentations
Compose and post online content on the company’s website and social media accounts
Wrote marketing literature (brochures, press releases etc) to augment the company’s presence in the market
Communicated directly with clients and encourage trusting relationships

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Junior Customer Help Desk Analyst Resume

New Carrollton, MD

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