Highly dedicated IT Service Desk Analyst with over 3 years of hands-on experience providing multi-channel (phone, email, chat) technical support and customer service for US-based B2B accounts. Proven ability to manage and resolve the full lifecycle of user tickets efficiently while ensuring strict SLA compliance.
Core Technical Expertise:
ITSM & Ticketing: Proficient in managing and resolving user tickets via ServiceNow for complex B2B client issues.
Identity & Access Management: Expert in using Active Directory for account management, password resets, and user provisioning.
Device Management: Skilled in troubleshooting iPad issues and managing enrollment via Intune.
Infrastructure & Troubleshooting: Experienced in diagnosing and resolving issues related to PC hardware/software, Windows OS, network connectivity, VOIP, and printer installations.
Key Tools: Microsoft Office, CDK, TeamViewer, Citrix Director, Remote Desktop.
Career Highlights:
My experience spans specialized IT support and high-volume customer care, providing a comprehensive background in technical resolution and client satisfaction:
Service Desk Analyst (Concentrix/Pomeroy): Successfully managed and resolved technical issues for B2B clients, focusing on timely resolution of hardware, software, and connectivity problems, and ensuring SLA adherence.
Technical Support Representative (Task Everyday - Blink Smart Security): Resolved technical issues for US/UK clients related to cameras and smart devices, maintaining high customer satisfaction, and contributing to revenue growth through product upselling.
Customer Service Roles (Continuum/Eperformax - Verizon Wireless & T-Mobile): Handled complex billing and account inquiries, provided effective network and phone troubleshooting to reduce repeat calls, and consistently increased customer retention and revenue through cross-selling and upselling services.
I am committed to leveraging my technical knowledge, sharp problem-solving skills, and proactive communication to deliver exceptional IT support and contribute to an organization's efficiency and user satisfaction.
Open to connect with IT professionals, recruiters, and leaders in the Information Technology and Technical Support fields
