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.