BETHANY HUFF
Lincoln,NE
Summary
Skilled Support Analyst with background in diagnosing and resolving complex technical issues while ensuring high levels of customer satisfaction. Strengths include superb analytical skills, ability to work under pressure, and commitment to improving operational efficiency. Previous role involved streamlining support processes, driving customer satisfaction improvements, and fostering team collaboration.
Overview
18
18
years of professional experience
1
1
Certification
Work History
IT Support Analyst - Service Desk
Nelnet Inc
Lincoln, NE
01.2022 - 09.2025
- Delivered Level 1 tech support, resolving issues swiftly via phone, chat, and email.
- Ensured seamless incident escalation, tracking, and resolution using ServiceNow.
- Collaborated on email reduction project, enhancing Help Desk efficiency with new request forms.
- Achieved ServiceNow CSA certification, boosting platform expertise and service quality.
- Conducted root cause analysis on recurring technical issues, leading to significant reductions in incident frequency and improved user experience.
- Facilitated knowledge-sharing sessions with team members, fostering a culture of continuous improvement and elevating service desk performance.
- Provided empathetic customer support, ensuring users felt heard and valued while resolving their technical challenges.
- Developed and implemented new request forms for the Help Desk, enhancing efficiency and reducing unnecessary email traffic.
Helpdesk Senior Associate
NTT Data
Lincoln, NE
05.2015 - 12.2021
- Resolved technical issues swiftly, boosting customer satisfaction and system reliability.
- Implemented ITIL practices, refining incident and change management for improved outcomes.
- Managed user access, enhancing team efficiency and network security.
- Streamlined ticket resolution with OPAS v2 and Remedy RTMS, achieving faster turnaround times.
- Analyzed service metrics, identifying trends for targeted ITIL practice improvements.
- Developed new screens in the Linux-based insurance annuity system to strengthen security and simplify user access management following a comprehensive audit.
Health and Ins. Ops Team Lead - Claims Support
Dell Services
Lincoln, NE
08.2013 - 05.2015
- Led client and team communications, ensuring timely issue resolution and smooth operations.
- Analyzed performance reports, aiding strategic decisions and compliance adherence.
- Updated documentation to enhance process accuracy, improving data quality.
- Supported tax compliance, contributing to improved audit outcomes.
- Streamlined claims workflows, reducing turnaround times and boosting satisfaction.
- Collaborated with teams to address feedback, fostering continuous improvement.
Quality Assurance Sr. Associate/Tax Coordinator
Dell Services
Lincoln, NE
01.2008 - 10.2011
- Managed tax compliance for 30 entities, ensuring accuracy and regulatory adherence.
- Enhanced task tracking by developing MS Access databases, boosting reporting efficiency.
- Trained and led offshore teams, resolving 125 client inquiries daily with precision.
- Led quality assurance for tax processes, improving compliance accuracy and reducing errors.
- Mentored junior staff, fostering teamwork and enhancing team performance.
- Analyzed tax data trends, implementing solutions for measurable process improvements.
- Streamlined stakeholder communication, enhancing clarity and strengthening relationships.
- Cultivated a supportive environment, training team members and motivating towards common goals.
Education
B.A. - Theology Major, Music Minor
Concordia University
Seward, NESkills
- Ticketing systems including ServiceNow
- Application support
- Windows troubleshooting
- ITIL ITSM CSM
- Identity access management
- Patience
- Communication
- Problem-solving/Process Improvement
- Quality and IT Auditing including SOC/SOX
- Knowledge Management/Documentation
- User account management
- Remote support
- Data collection
- Technical solution analysis
Certification
- ControlUp Advanced Administrator, 03/01/22
- ControlUp Basic Administrator, 02/01/22
- CompTIA A+ 220-1001: Installing Hardware & Display Components, 08/01/20, 22123591
- CompTIA A+ 220-1001: Laptops Features & Mobile Device Types, 08/01/20, 22210465
- ServiceNow Certified System Administrator, 05/02/25, 27086173
Timeline
IT Support Analyst - Service Desk
Nelnet Inc
01.2022 - 09.2025
Helpdesk Senior Associate
NTT Data
05.2015 - 12.2021
Health and Ins. Ops Team Lead - Claims Support
Dell Services
08.2013 - 05.2015
Quality Assurance Sr. Associate/Tax Coordinator
Dell Services
01.2008 - 10.2011
B.A. - Theology Major, Music Minor
Concordia University