Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

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 Carolina
01-2028

Associate of Science - Information Technology

Wake Technical Community College
North Carolina
01-2026

Some College (No Degree) -

UNC Pembroke
Pembroke, NC

Skills

  • 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
STEPHEN LUSTER