• Delivered basic support and troubleshooting such as password resets,printer configurations and break/fix instructions.• Answered queries by telephone or self-service ticket to support internaland outside computer hardware, software, network, application accessand telecommunications systems.• Documented solutions and troubleshooting steps concisely in ticketingsystem and alerted other team members of new service solutions.• Routed, tracked and managed client's service desk tickets from inceptionto close and documented issues and results.• Analyzed and resolved IT problems to achieve complete resolution forcustomers with minimal productivity loss.

• Developed, wrote and maintained detailed troubleshooting guide andknowledge base for use by other service desk staff and field service staff.• Supported and assisted less experienced technicians in resolving clientissues requiring advanced or specialized expertise and experience.• Fielded calls from field service engineers needing corporate support andresearched, routed, navigated or escalated to meet customer needs.• Resolved issues on initial call 100% of time using internal knowledgebase, troubleshooting skills, experience and team resources.• Routed, tracked and managed client's service desk tickets from inceptionto close and documented issues and results.• Uninstalled and reinstalled basic software applications, resolvedusername problems, verified proper hardware and software setup,resolved network connectivity issues and corrected email irregularities.• Analyzed and resolved IT problems to achieve complete resolution forcustomers with minimal productivity loss.• Maintained composure and patience in face of difficult customersituations, applying de-escalation techniques and positive customersupport.• Maintained positive working relationship with fellow staff andmanagement.• Installed and performed minor repairs to hardware, software orperipheral equipment.

• Developed, wrote and maintained detailed troubleshooting guide andknowledge base for use by other service desk staff and field service staff.• Routed, tracked and managed client's service desk tickets from inceptionto close and documented issues and results.• Analyzed and resolved IT problems to achieve complete resolution forcustomers with minimal productivity loss.• Documented solutions and troubleshooting steps concisely in ticketingsystem and alerted other team members of new service solutions.• Entered commands and observed system functioning to verify correctoperations and detect errors.• Evaluated software or hardware to recommend improvements orupgrades.• Conferred with staff, users and management to establish requirementsfor new systems or modifications.• Maintained audit trail and statistical records of problems and conditionsreported by client.

• Engaged in conversation with customers to understand needs, resolveissues and answer product questions.• Kept records of customer interactions or transactions, thoroughlyrecording details of inquiries.• Improved product knowledge on continuous basis to provide optimalHELP DESK ANALYSTNCR Solutions | Peachtree City, GA | February 2010 - September 2012SOFTWARE EXPERTISEservice and achieve sales quotas.• Referred unresolved customer grievances to designated departments forfurther investigation.• Supported sales team members to drive growth and development.• Enhanced productivity and customer service levels by anticipating needsand delivering outstanding support.• Adjusted bills and refunded money to resolve customers' service orbilling complaints.• Promoted high customer satisfaction by resolving problems withknowledgeable and friendly service.• Recommended improvements in products, service and billing methodsto management to prevent future problems.• Collaborated with sales team members to stay current on inventorylevels and resolve item issues.

• Delivered on-site technical support following software implementationand worked with managers to suggest product upgrades and changes.• Kept customers informed about issue resolution progress and providedupdated estimated times of resolution on ongoing basis.• Assisted customers by troubleshooting and resolving technical problems.• Supported customers with online billing, access and account issues.• Maintained composure and patience in face of difficult customersituations, applying de-escalation techniques and positive customersupport.• Created new accounts, reset passwords and configured access to serversand file management software for users.• Troubleshot daily IT desktop client issues, supporting multipledepartments and various offices.• Developed and maintained positive customer relationships resulting inincreased account services and expansion.• Walked customers through processes of installing software or hardwareand initial program start up procedures.• Maintained records, logs and lifecycle documentation of work requests.• Researched, documented and escalated support cases to higher levels ofsupport when unable to resolve issues using available resources.