STEPHEN LUSTER
Durham
Summary
Detail-oriented Technical Support Analyst with a strong focus on problem-solving and customer service. Proficient in Windows and Mac operating systems, with proven ability to manage ticketing systems and develop user guides.
Overview
8
8
years of professional experience
Work History
Technical Support Analyst
UBS Financial Services
Raleigh
10.2024 - Current
- Delivered technical support for client inquiries and issues.
- Managed ticketing system to efficiently track and resolve user requests.
- Developed comprehensive user guides to assist clients with software applications.
IT Cafe Advisor
Credit Suisse USA
Raleigh
01.2021 - 10.2024
- Advised clients on product selections aligned with needs and preferences.
- Managed client inquiries, resolving issues promptly and effectively.
- Facilitated training sessions for new staff on company policies and procedures.
- Maintained accurate records of client interactions for future reference.
- Participated in team meetings to discuss project updates and share improvement insights.
End User Support Specialist
Credit Suisse USA
Raleigh
05.2019 - 01.2021
- Delivered technical support for banking software to improve user experience.
- Resolved user inquiries through email, phone, and chat channels with efficiency.
- Guided users on best practices for utilizing various technologies.
Helpdesk Specialist
DUKE LAW
08.2018 - 01.2019
- Assisted students with hardware and software IT issues, enhancing support efficiency.
- Created incidents in ServiceNOW for all customer interactions, both online and in-person.
- Performed daily tasks, including printer checks and incident follow-ups, to ensure system reliability.
Tier 1 Help Desk Support
HP
01.2018 - 12.2018
- Provided support to customers via email, chat and phone.
- Managed customer accounts granting access for disabled or locked accounts.
- Helped clients troubleshoot website issues.
Information Technology Internship
LENOVO
01.2018 - 08.2018
- Automated tasks for server rack creation using custom scripts.
- Facilitated weekly team meetings to discuss progress in Agile environment.
- Assisted in developing product specifications and technical documentation for various projects.
- Collaborated with cross-functional teams to improve project workflows and communication.
Education
Business Education - Information Technology
North Carolina A&T State University
North Carolina01-2028
Associate of Science - Information Technology
Wake Technical Community College
North Carolina01-2026
Some College (No Degree) -
UNC Pembroke
Pembroke, NCSkills
- Technical support and customer service
- Team collaboration
- Ticketing systems management
- Troubleshooting and Diagnostics
References
References available upon request.
Timeline
Technical Support Analyst
UBS Financial Services
10.2024 - Current
IT Cafe Advisor
Credit Suisse USA
01.2021 - 10.2024
End User Support Specialist
Credit Suisse USA
05.2019 - 01.2021
Helpdesk Specialist
DUKE LAW
08.2018 - 01.2019
Information Technology Internship
LENOVO
01.2018 - 08.2018
Tier 1 Help Desk Support
HP
01.2018 - 12.2018
Business Education - Information Technology
North Carolina A&T State University
Associate of Science - Information Technology
Wake Technical Community College
Some College (No Degree) -
UNC Pembroke