Summary
Overview
Work History
Education
Skills
Timeline
Generic

Allie Halstead

Columbus,GA

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

8
8
years of professional experience

Work History

Service Desk Analyst

CAI
12.2024 - Current
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.


Service Desk Analyst

Intuit
07.2024 - 12.2024
  • Entered service tickets into an incident tracking system to facilitate faster problem identification and resolution.
  • Attended weekly team meetings to enhance service knowledge and gain insight into beneficial issue resolution strategies.
  • Tested new software and hardware prior to deployment.

Help Desk Associate

Home Depot
01.2024 - 07.2024
  • Managed high levels of call flow and responded to technical support needs.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Created user accounts and assigned permissions.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.

Service Desk Analyst

Walgreens
01.2022 - 01.2024
  • Organized team meetings to discuss current projects or issues related to the Service Desk
  • Maintained up-to-date knowledge of new technologies used by the company's systems
  • Responded promptly to any escalated incidents reported by customers or internal teams
  • Monitored system performance to identify potential issues.

Tier 2 Technical Support Specialist

Apple
01.2020 - 01.2022
  • Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over the phone.
  • Setup in-person technical support appointments for customers.

Customer Service Representative

TSYS
01.2017 - 01.2020
  • Documented and detailed calls and complaints using call center's CRM database.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Escalated complicated customer account issues to supervisors and help desk workers.

Education

HS Diploma -

Northside High School
05.2017

Skills

  • Software patching
  • Product usage education
  • Service level agreements
  • Complaint resolution
  • Problem-solving
  • Escalation management

Timeline

Service Desk Analyst

CAI
12.2024 - Current

Service Desk Analyst

Intuit
07.2024 - 12.2024

Help Desk Associate

Home Depot
01.2024 - 07.2024

Service Desk Analyst

Walgreens
01.2022 - 01.2024

Tier 2 Technical Support Specialist

Apple
01.2020 - 01.2022

Customer Service Representative

TSYS
01.2017 - 01.2020

HS Diploma -

Northside High School
Allie Halstead