Cameron Lyle
San Antonio,TX
Summary
IT Service Desk Analyst skilled in understanding, identifying and resolving technical issues. Consistently exceeds performance and quality targets and delights customers with exceptional service skills. Trained in remote troubleshooting and technical support.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Citi
05.2023 - Current
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.
- Recorded customer issues on database to streamline process and fastrack resolutions.
- Maintained an average of 88% for first contact resolutions and escalated remaining calls to appropriate personnel for swift handling.
- Guided calls using excellent communication skills and decisive approach.
- Collaborated with staff to address and resolve complex issues.
- Consistently received an exceptional amount of satisfied ratings for calls handled.
IT Service Desk Analyst
BCforward (Contractor for Citi)
09.2022 - 05.2023
Server
Sushi Zushi
01.2021 - 08.2022
- Demonstrated hospitality and customer service while greeting tables
- Communicated professionally with customers, colleagues, and supervisors
- Achieved sales goals by promoting high-profit items and daily specials
- Listened to guest needs and responded promptly for personalized service
- Took accurate notes detailing customer orders
- Restocked stations and completed side work on time.
Education
BBA - Cybersecurity
The University of Texas At San Antonio
San Antonio, TX12.2021
High School Diploma -
Richmond Hill High School
Richmond Hill, GA05.2017
Skills
- Ability to multitask
- Decision Making
- Time Management
- Customer Service
- Adaptability
- Critical Thinking
- Collaboration
- User Experience
- Issue Troubleshooting
Certification
CompTIA Security+ CE Certification, 07/2022 - 07/2025
Timeline
IT Service Desk Analyst
Citi
05.2023 - Current
IT Service Desk Analyst
BCforward (Contractor for Citi)
09.2022 - 05.2023
Server
Sushi Zushi
01.2021 - 08.2022
BBA - Cybersecurity
The University of Texas At San Antonio
High School Diploma -
Richmond Hill High School
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