Amy Fowler
KANSAS CITY,Missouri
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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
Work History
Senior Support Analyst
08.2016 - Current
- Streamlined helpdesk operations, providing timely technical support to endusers.
- Reduced helpdesk support tickets by proactively addressing common user issues through regular maintenance.
- Utilized Microsoft Word, Excel, PowerPoint and Outlook.
- Delivered helpdesk service and support to customers.
- Improved end-user satisfaction with timely and effective helpdesk support.
- Increased client retention rates through consistent follow-ups and proactive resolution of any outstanding concerns or questions.
- Conducted comprehensive software testing to identify bugs and recommend improvements, increasing overall system performance.
- Solved complex technical issues for clients, resulting in increased system efficiency and reduced downtime.
- Provided extensive training sessions to new team members, fostering rapid onboarding and skill development.
- Led a team of junior support analysts, offering guidance and mentorship while driving team success in resolving customer issues.
- Reduced call wait times by redesigning the support workflow to prioritize urgent issues effectively.
- Established strong relationships with key stakeholders through clear communication and transparent project updates.
- Developed thorough documentation for troubleshooting procedures, enabling faster problem-solving by support staff.
- Enhanced overall team performance by identifying skill gaps within the department and delivering targeted training programs.
- Focused on continuous improvement efforts within the support department by analyzing key performance indicators and identifying areas of opportunity.
- Boosted client satisfaction rates by ensuring the consistent delivery of high-quality technical support services.
- Evaluated emerging technologies for potential integration into current systems, keeping the company at the forefront of industry advancements.
- Managed multiple high-priority projects simultaneously, ensuring timely delivery and completion of each task.
- Communicated with clients to verify roots and causes of computer problems.
- Installed and maintained hardware and computer peripherals to enhance and upgrade performance.
- Deployed software and hardware updates and patches to increase speed and performance.
- Installed malware to protect software from virus and cyber attacks.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Researched and identified solutions to technical problems.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
- Maintained detailed logs of all customer interactions, aiding in the analysis of recurring issues and identification of potential solutions.
HelpDesk
Waddell & Reed
01.2011 - 01.2016
- Responsibilities include troubleshooting and resolving hardware, operating system and application issues, researching solutions and maintaining computers
- Assisted with all Android and iPhone issues from problem solving the device on any issues or questions they might have with the device and setting up email on the device
- Application knowledge includes CRM, RemedyForce, ServiceNow, WebEx, NetX360, MobileIron, Active Directory, Compass, Core, GoodReader, Investment Proposal Generator, SmartOffice, Securian, Vision, Outlook, Excel, Word.
Business Analyst/Coordinator I
Ericsson
01.2006 - 01.2010
- This position supports the Com and 911 teams in many various job duties
- New hire on boarding and off boarding this would Intel new employee's computer assignment, application access, Cube assignment, voicemail setup, and register employee new hire training and application training
- Worked on and created COM Processes that the analyst would use on a day to day basis for methods and procedures
- Converted documentation from word document to a HTML format and entered all processes into one local website for easy access
- Collecting data from weekly reports of trends and changes
- Created excel charts on this information and discussed in weekly meetings with our cable partners
- Worked with the Rate Center team in Rate Center updates for MapInfo and Impact.
Client Support Specialist III
Sprint PCS
01.2001 - 01.2006
- This position supports the business colleagues for software application inbound and outbound call service to help user with their hardware and software issues
- Ensure phone based, support on all products and services deployed for information technology is provided accurately and expectations by focusing on the business applications on the appropriate issues, procedures and requirements
- Customer service and interpersonal skills to effectively communicate with all levels of the end user
- Effectively manages multiple concurrent events with dynamically changing environment
- Working knowledge of personal computer hardware, software, and operating systems, network, and PCS business applications, e.g
- P2K, RMS Actiview, Lightbridge, Clarify, BOF, Remedy, Service Desk, ClickIt, Cisco voicemail setup and Citrix.Assisted and deployed ClickIt
- In charge of ClickIt daily processes assigned analyst daily job duties within ClickIt
- Worked tickets and in charge of any emails that came into the ClickIt inbox make sure customers issues are where resolved in a timely manner and efficiently.
Education
Maple Woods Community College
Kansas City, MO01.1998
Park Hill High School
Kansas City, MO06.1996
Skills
- Business Analysis
- Incident Management
- ITIL Knowledge
- Software Support
- Security management
- Hardware support
- Network Management
- Escalation management
- Network Troubleshooting
- Remote Support
- Ticket management
- Recordkeeping skills
- Customer Relationship Management
- Training and coaching
- Hardware troubleshooting
- Security Protocols
- Application support
- Application installations
- Support Services
- Call Management
- SLA Compliance
- Technical assistance
- Cost-benefit analysis
- Debugging
- Knowledge management
- Helpdesk operations
- Trend Analysis
- Virtualization Technologies
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Microsoft Windows and Office
- Organizational Skills
- Active Listening
- Remote Technical Support
- Help Desk Support
- Desktop support
- Friendly and Patient
- Troubleshooting Network Issues
- Hardware and Software Repair
- Technical Troubleshooting
- Interpersonal Skills
- Customer service expert
- Highly Professional
- Computer Diagnostics
- Customer Communication and Empathy
- Collaborative Team Player
- Software Upgrades
- Hardware and Software Configuration
- Online Chat Support
- Equipment Repair
- Customer Needs Assessment
- User Support
- Hardware diagnostics
- System Configuration
- Tracking and Documentation
- Employee Computer Support
- Equipment Inspection
- Call Center Operations
- Incoming Call Management
- Hardware upgrades
- Software diagnosis
- TCP/IP
- Component Replacement
- Service Desk Team Management
- Technical Documentation
- Account Administration
- Staff education and training
- Delivery Management
- ZScaler/ ServiceNow/ Office/ GoToAssist/AMS/ ImageRight / Concur/ Azure AD/ On premise AD with Azure/ Ring Central/ Company Portal /Adobe/ Cloud PC/ and Paylocity/ These are a few of my expertise
References
- Randy Solis, Relation Insurance, Manager of Field Services, (772) 801-1811
- Doug Rickets, Relation Insurance, IT Services & Governance, (678) 916-6119
- Luciana Lino, Relation Insurance, Senior Technical Project Manager, (918)-735-9624
- Larry Powell, Relation Insurance, Director of Infrastructure, (925) 322-6453
- Scott Machado, Rootstock Technology Solutions, Head of IT, (707)721-2543
Timeline
Senior Support Analyst
08.2016 - Current
HelpDesk
Waddell & Reed
01.2011 - 01.2016
Business Analyst/Coordinator I
Ericsson
01.2006 - 01.2010
Client Support Specialist III
Sprint PCS
01.2001 - 01.2006
Maple Woods Community College
Park Hill High School