Amari Holt
Help Desk Analyst
Birmingham,AL
Summary
Focused Help Desk Analyst with 2 years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Well-rounded system administrator with an interest in consistently learning new skills.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Stateline Mechanical
01.2024 - Current
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
TEAMS Computer Science Teacher
Shelby County School District
08.2022 - 01.2024
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Conducted workshops on emerging technologies to promote interest in continued education within the field of computer science.
- Implemented behavior modification strategies, resulting in improved self-regulation and classroom participation among students.
- Evaluated student progress through regular assessments, providing constructive feedback for continuous improvement.
- Incorporated online resources such as interactive tutorials and coding platforms into lessons, boosting student engagement levels.
Help Desk Support Specialist
Itacsolutions
05.2021 - 07.2022
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Contributed ideas for continuous improvement initiatives within the help desk department.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Streamlined help desk operations for increased efficiency and improved response times.
Education
Master of Science - Global Security (Cybersecurity)
Arizona State University
Tempe, AZ 05.2001 -
Bachelor of Science - Computer Sciences
University of Memphis
Memphis, TN 05.2001 -
Skills
Data Collection
Timeline
Customer Service Representative
Stateline Mechanical
01.2024 - Current
TEAMS Computer Science Teacher
Shelby County School District
08.2022 - 01.2024
Help Desk Support Specialist
Itacsolutions
05.2021 - 07.2022
Master of Science - Global Security (Cybersecurity)
Arizona State University
05.2001 -
Bachelor of Science - Computer Sciences
University of Memphis
05.2001 -