Sean Reece
Winston-Salem
Summary
Experienced Service Desk Analyst with a strong background in IT support services. Proven track record of resolving complex technical issues and implementing data-driven solutions to enhance system efficiency. Skilled in fostering cross-departmental collaboration and developing innovative troubleshooting methods, resulting in reduced system downtime and improved user satisfaction. Passionate about driving continuous improvement and expanding knowledge bases to facilitate quicker issue resolution and promote teamwork.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
WinstonSalem/Forsyth County Schools
11.2022 - Current
- Analyze and resolve complex IT issues, enhancing system efficiency
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Contribute to knowledge base expansion, facilitating quicker issue resolution and promoting cross-departmental cooperation
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Route Specialist
GoGreen LLC
03.2022 - 11.2022
- Optimized delivery routes to enhance efficiency and customer satisfaction
- Implemented solutions reducing fuel use and environmental impact
- Built strong driver and dispatcher relationships for effective coordination
- Resolved route conflicts through cross-functional collaboration
Delivery Driver
Yandle-Witherspoon
09.2021 - 03.2022
- Delivered packages efficiently, enhancing customer satisfaction and timely service
- Maintained accurate records, ensuring reliable tracking and delivery success
- Collaborated with team to optimize delivery routes, reducing travel time
- Resolved delivery issues promptly, improving client relationships and trust
Assistant Manager
Batteries Plus Bulbs
04.2017 - 03.2020
- Fostered a positive team environment, improving staff retention
- Coordinated with suppliers to ensure timely stock replenishment, minimizing product shortages and maximizing sales opportunities
- Conducted regular safety audits, enhancing workplace security and compliance with industry standards
- Led staff training programs, elevating overall team performance and customer satisfaction
Printing Specialist
Hewlett-Packard
07.2016 - 08.2019
- Multi-tasked to keep all assigned projects running effectively and efficiently.
- Inspected machines and performed repairs.
- Employed root cause analysis to troubleshoot equipment and processing issues.
- Responded to customer requests for products, services, and company information.
Education
Bachelor's of Science - IT Data Analysis
Columbia Southern University
Orange Beach, AL12-2025
Associate of Applied Science - IT Business Analysis
Central Piedmont Community College
Charlotte, NC05.2022
Skills
- Statistical analysis
- Effective collaboration skills
- Customer Engagement
- IT support services
- Data analysis and reporting
- Client support
- Cybersecurity measures
Certification
- IT-Business Analysis, 01/01/21, Central Piedmont Community College
- Information Technology Fundamentals, 01/01/21, Central Piedmont Community College
Timeline
Service Desk Analyst
WinstonSalem/Forsyth County Schools
11.2022 - Current
Route Specialist
GoGreen LLC
03.2022 - 11.2022
Delivery Driver
Yandle-Witherspoon
09.2021 - 03.2022
Assistant Manager
Batteries Plus Bulbs
04.2017 - 03.2020
Printing Specialist
Hewlett-Packard
07.2016 - 08.2019
Bachelor's of Science - IT Data Analysis
Columbia Southern University
Associate of Applied Science - IT Business Analysis
Central Piedmont Community College
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