Rachel "Ari" Snitzer
Senior Technical Service Analyst
Nashville,Tennessee
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
IT Field Service Technician
TEKsystems
Nashville, TN
04.2022 - 08.2023
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Configured hardware, devices and software to set up work stations for employees.
- Maintained energy and enthusiasm in fast-paced environment.
- Received and processed stock into inventory management system.
- Increased customer satisfaction by resolving issues.
Help Desk Support Technician
NTT DATA Services
Nasville, United States
05.2020 - 08.2023
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Technical Support Analyst, Contractor
TSR Consulting Services
Nasville, Tennessee
08.2022 - 01.2023
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Patched software and installed new versions to eliminate security problems and protect data.
- Resolved issues with systems, hardware and telephones quickly and accurately.
Education
Bachelor of Arts - American History
Muskingum University
New Concord, OH 08.2006 - 08.2010
Skills
Customer service expert
Software diagnosis
Mac systems
Application support
Staff education and training
Desktop support
Data recovery
Technical issues analysis
Technical documents comprehension
TCP/IP
MS Office
Self-Motivated
Flexible and Adaptable
Good Telephone Etiquette
Accomplishments
- Collaborated with team of 120 in the development of setup of a Census Assistance Call Center.
- Supervised team of 10 staff members.
- Awarded Girl Scout Gold Award by hosting a Nature Day at a local park, supervised 4 volunteers.
Timeline
Technical Support Analyst, Contractor
TSR Consulting Services
08.2022 - 01.2023
IT Field Service Technician
TEKsystems
04.2022 - 08.2023
Help Desk Support Technician
NTT DATA Services
05.2020 - 08.2023
Bachelor of Arts - American History
Muskingum University
08.2006 - 08.2010