Aaron Leibrick
PeaceHealth
Reedsport,Oregon
1
Certification
16
years of professional experience
Results-driven Service Desk Analyst with extensive remote technical support experience. Expert in incident management, network troubleshooting, and client relationship management, delivering timely solutions that enhance user satisfaction.
Work History
Service Desk Analyst
7 Years 6 Months- Resolved technical issues by providing timely support to end-users via phone and email.
- Call and ticket resolution usually above 30 a day.
- First call resolution rate above 90%.
- Documented troubleshooting steps and solutions in ticketing system for knowledge base enhancement.
- Collaborated with IT teams to implement software updates and system improvements.
- Trained new staff on service desk procedures and best practices for user assistance.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Diagnosed and troubleshot hardware, software and network issues.
Solutions Supervisor
8 Years 10 Months- Managed daily operations of service desk, ensuring timely resolution of technical issues.
- Trained, mentored, and supervised a team of more than 40 service desk technicians for optimal performance and productivity.
- Oversaw escalated support requests, coordinating with cross-functional teams for effective solutions.
- Promoted a customer-centric approach among team members, emphasizing empathy, active listening, and effective problem-solving skills in all interactions with users.
- Maintained up-to-date knowledge of industry trends to identify opportunities for continuous improvement of the service desk function.
Education
High School Diploma
Skills
System diagnostics
Remote technical support
Incident management
Client engagement
Service desk procedures
User education
Software support
Ticketing systems
Microsoft windows and office
Client relationship management
Service level agreements
Certification
- Certified in Epic Clindoc / Orders, Peacehealth - 2019
Software
- Home Network Administration (OPNSense, PFSense, other router OS solutions)
- TrueNAS server management
- Microsoft Windows 11
- Cherwell Ticketing Software
- Epic Careconnect (Certified Clindoc / Orders)
- Citrix
- SCCM
Interests
Tech enthusiast
passionate about exploring the latest advancements and innovations.
Songwriter
started in the Demoscene in the late 90's.
Camping
Outdoor Recreation
Offroading
Timeline
Service Desk Analyst
PeaceHealth
02.2019 - CurrentRead More
Solutions Supervisor
Support.Com In
04.2010 - 02.2019Read More
Orange Coast College
High School Diploma
Read More