ANDRE BELL
Columbus
Summary
Dedicated to enhancing department operations with an analytical and disciplined approach. Able to work with minimal direction to solve problems, resolve conflicts and respond to customer inquiries.
Overview
12
12
years of professional experience
Work History
Help Desk Support Specialist
Morgan Stanley
05.2025 - 11.2025
- Resolved technical issues for end-users, enhancing overall system performance and user satisfaction.
- Documented troubleshooting processes and solutions in knowledge base for future reference and training purposes.
- Trained new staff on support protocols and customer service best practices, improving team efficiency.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
Driver
First Drive Logistics
12.2024 - 05.2025
- Operated various delivery vehicles ensuring timely and safe transportation of goods.
- Collaborated with dispatch team to coordinate schedules and manage delivery timelines effectively.
- Provided exceptional customer service during deliveries, addressing inquiries and concerns promptly.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Increased productivity by assisting in loading/unloading vehicles when necessary, expediting the delivery process.
Application Support Analyst
Ohio University
01.2019 - 08.2024
- Used troubleshooting to fix problems and assist with user errors within various applications
- Responded to end-user support requests and patiently guided people through basic troubleshooting tasks
- Interacted with customers and responded to their questions via email, phone, live chat, and forums
- Tracked, maintained, and updated an estimated 100 trouble tickets per month using TeamDynamix
- Documented procedures and business processes regarding applications and their uses for Students/Faculty and Staff
- Consistently met deadlines and requirements for all production work orders
- Worked with customers during one on one consultations and workshops for training on how to use each application
- Tested software applications in controlled environments before pushing updates to users
- Participated in weekly meeting to discuss goals and update supervisor on current task
- Provided 24/7 ticketing support to report any outages in services
- Assisted with the transfer of the ticketing software from Footprints to TeamDynamix
- Provided documentation on process start-up, shut-down, and first-level troubleshooting to assist the help desk staff
- Worked with Faculty and Staff in setup process using Ohio Universities video service
- Documented and archived educational videos created by Faculty and Staff
- Trained Student staff employees using hands-on training and documentation
- Participated in public events with Ohio University to represent team
Desktop Support Technician
Career Connections
04.2018 - 01.2019
- Conduct site surveys by documenting network technologies
- Perform configuration of network jacks to meet OIT/Ohio University standards
- Managed wide variety of customer service tasks to resolve customer issues quickly and efficiently
- Described the project to customers accurately, and answered any questions or concerns, while working in their space
- Contributed to team success by completing jobs quickly and accurately
- Learned all required tasks quickly to maximize performance
- Resolved issues in a timely manner to maintain productivity goals
- Provided network performance statistical reports for both real-time and historical measurements
- Documented and tracked fax, phone lines, and network closets during upgrade process
- Communicated and coordinated with the secretary or building owners in secure spaces when accessing buildings.
- Tested connectivity of each connection in network closet
- Communicated with manager when basic troubleshooting did not work and formulated a new plan with upper management
- Meet with team at the end of day to record all work done in buildings
- Tested and troubleshot Cisco VOIP phones, Analog phones, Cisco Switches, Fire alarms, Security systems and Blue Light phones
- Worked in Biohazard areas such as Power Plant, Accelerator Lab, Botanical Lab
- Worked alone to document and upgrade buildings when needed
Library Assistant
Ohio University
04.2017 - 12.2017
- Answered questions from patrons and helped them find the materials that they were seeking
- Placed books on their proper shelves when they were returned to circulation
- Gained a strong understanding of various methods for cataloging books and other materials
- Located requested books on the shelves and in the library database
- Located print and online materials for students completing research projects
- Assisted patrons in locating resources and navigating library systems.
Technical Assistant
The CREATE_space
08.2013 - 03.2017
- Operated four 3D printers
- Inspected systems in use to detect problems, complete maintenance and recommend solutions.
- Supported technicians in equipment maintenance and repair
- Performed routine preventive maintenance to ensure that 3D printers operated efficiently
- Installed replacement parts and components
Education
Bachelor of Science - Communications, Computer Science
Ohio University
Athens, OH01.2018
Skills
- Strong verbal communication
- Fast Learner
- Customer-oriented
- Planning and implementation
- Remote support
- Security protocols
- Software installation
- Service ticket tracking
- Microsoft windows and office
- Technical issues analysis
- Skilled in Blackboard/Canvas/Proctortrack/Panopto/Adobe Products/Turnitin/Voicethread
- Independent worker
- Used Jira/Footprints/TDX Ticketing for triage
- Flexible
- Articulate and well-spoken
- Quick to pick up on new applications
- Project/Time Management skills
- Professional Development Pathways Certification
- Bug tracking
- Consultative support
- User training
- Staff assistance
- Network upgrades
- Agile Training
- Comptia Security Certification
Timeline
Help Desk Support Specialist
Morgan Stanley
05.2025 - 11.2025
Driver
First Drive Logistics
12.2024 - 05.2025
Application Support Analyst
Ohio University
01.2019 - 08.2024
Desktop Support Technician
Career Connections
04.2018 - 01.2019
Library Assistant
Ohio University
04.2017 - 12.2017
Technical Assistant
The CREATE_space
08.2013 - 03.2017
Bachelor of Science - Communications, Computer Science
Ohio University