Atlassion Suite -Jira/Confluence
MIRAGE JELANI
Global Service Desk Analyst
Antioch,California
Summary
A seasoned IT professional with experience in various sectors of IT Operations including asset management, leadership, customer success & retention, application security and more. My roles in management positions have helped me see the importance of communication, time management, organization and leadership. These skills and passions have prepared me for a career in Project Management.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Global Service Desk Analyst
Chegg
Santa Clara, California
08.2021 - Current
- Managed our Hardware Refresh project for over 120 U.S based employees, saving company time, money, and productivity.
- Assisted with improving our internal automated IT bot to assist customers around the globe resulting in a 88% resolution rate.
- Resolved over 90 helpdesk tickets weekly improving our customer retention and success
- Lead our weekly IT Orientation for all new joiners to make sure folks have the best on-boarding experience and feel welcomed.
IT Intern
Chegg
Santa Clara, California
02.2021 - 08.2021
- Provide help desk support to Chegg employees around the world
- Created knowledge based articles with processes and procedures
- Work with the different business groups for cross department projects
- Troubleshoot hardware, software and operating system issues including both Windows and
- SX.
General Manager
Dominos
Brentwood, California
01.2019 - 05.2021
- Managing more than $1,500 worth of food produce 3 times a week
- Worked with our commissary department to make sure we had the correct items and needed product for the week and weekend
- Train multiple employees on financial coordination, and leading a team as well as helping them excel the management field
- Delegate different tasks to team members, in charge of weekly counted inventory, analyze compile data used to create a weekly schedule
- Work alongside with Operation Evaluation Managers to help bring the store image to a higher standard.
Customer Service Representative/Assistant manager
Dominos
Antioch, California
07.2017 - 01.2019
- Responsible for taking phone orders and verifying customers information through online computer systems
- Improved store morale by posting photos around the store and helped create orders with the correct portion while following a recipe
- Operated cash registered by collecting money and giving out exact change to customers as well as utilizing our computer system to accept card payments
- Worked alongside store managers and team leads to create a safer and more practical work environment.
Education
High School Diploma -
Deer Valley High School
Antioch, CA 01.2013 - 06.2017
No Degree - Information Technology
Year Up
San Francisco 02.2020 - 02.2021
Bachelor of Arts - Business Administration
Golden Gate University
San Francisco, CA 02.2022 - Current
Skills
Proficiency in Microsoft O365 Admin - 2 yearsExcellent organizational and project management skillsAbility to take initiative and manage multiple tasks and projects at one time, delivering withinDeadlinesTeamwork/Leadership - 4 yearsCorporate communications - 1 year
Desktop support
Mac systems
Additional Information
- LINKS https://www.linkedin.com/in/miragejelani/
Software
Asana
Microsoft Excel
ServiceNow
Certification
Google PM Technical Fundamentals
Timeline
Bachelor of Arts - Business Administration
Golden Gate University
02.2022 - Current
Google PM Technical Fundamentals
01-2022
HDI Support Center Analyst (HDI)
12-2021
HDI Customer Service Representative (CSR)
11-2021
Global Service Desk Analyst
Chegg
08.2021 - Current
Google IT Support Certificate
04-2021
IT Intern
Chegg
02.2021 - 08.2021
No Degree - Information Technology
Year Up
02.2020 - 02.2021
General Manager
Dominos
01.2019 - 05.2021
Customer Service Representative/Assistant manager
Dominos
07.2017 - 01.2019
High School Diploma -
Deer Valley High School
01.2013 - 06.2017