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
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